Consumer complaint received 2021-12-22
Company: U.S. BANCORP
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
From the dates of XXXX I travelled from XXXX XXXX XXXX MO to XXXX, TN. On XX/XX/XXXX a {$4000.00} advance on a credit card was deposited in my checking account at U.S. Bank. I spent money that weekend and as I checked the account, I seen what I'd spent in my pending transactions and taken out of my available balance ( normal ). I had an issue with an XXXX  charge on my account and after returning I contacted U.S. Bank and was sent to their fraud department and they then reported it, cancelled my debit card and the money was returned to the account the week of XX/XX/XXXX. There was still an available balance and I spent based on what I had. Fast forward the day before XXXX I woke up and the account was severely negative. I was hit with multiple overdraft fees and all my transactions from the weekend of XXXX were dated for the week after or further. I then put {$1200.00} cash and a {$500.00} check into an ATM outside of the branch, those amounts should've covered the negative balance. I check my account on my phone and the account was still over {$20.00} negative. I go inside and I try to explain to the teller that my account shouldn't be negative after the deposits. She told me it was because I deposited a check. I told her I've worked at two different banks in my past & at least half of the check should've been available immediately and she just sat there and stared at me as I continued to inquire a male got involved who I assumed was a manager ( actually a banker ) and printed out my recent transactions and began adding them all up with a calculator. As I was talking to him, he ignored me and continued calculating and another teller who I wasn't working with and did not authorize to review my personal account information came over and was looking at my transactions with him. When he finished, he told me that I had over {$7000.00} in transactions but I only had a little over {$6000.00} in deposits. I asked him how could that happen when my account has no overdraft protection and my card will decline if I have insufficient funds. He told me authorizations/holds were dropped and then charged again and the XXXX XXXX fraud case was reversed because they never actually charged me it was just a hold ( {$710.00} was held over the weekend, their phone agent told me to report it as fraud and the money came back, then since it was just a hold the bank took it again ). It made no sense and I didn't understand, all the charges that were pending came out in real time but at some point they fell off and I was able to spend the money. All I needed the banker to do was reverse 1 overdraft fee to get me out of the negative status in fear of accruing more fees over the holiday. I told him I've been a customer of this bank for 10 years and I've never had a problem with overdrafting and I recently was XXXX due to XXXX and was out of work over a month at the time. I've been so financially secure in the past I barely used to look at my account, let alone pay attention to how long it takes and the dates transactions post from real time. I average over $ XXXX in my account, but my account doesn't accrue any interest and they use my money to loan out to other people and I just needed my account to not be negative. Not only did he NOT reverse any fees, he told me, " YOU supposed to know how much YOU spending! '' After standing there a little while longer trying to make sense of the matter and plead my case, I left the branch in tears when I realized no one cared to help and I was just embarrassing myself. I called U.S. Bank 's customer service number explained the situation and attempted to close my account. The representative told me that since there was money in the account I should go to a local branch, and I asked would I be able to close the account with pending transactions and she reassured I could. I go to that same branch and get the same female teller, I told her I wanted to close my account. She tells me I'm unable to close it with pending transactions. I told her the phone agent told me I could and she said, " If she told you, you could close it, you should've did it on the phone with her then. '' As I stand there in disbelief, the same banker from the other day is across the lobby at a desk next to the security yelling out, " no you can't close your account with pending transactions, I tried and it wouldn't let me do it. '' I never gave him my name or permission to access my account and it definitely was a breach of my privacy to shout that information across the branch. Afterwards the female teller was just staring and blinking at me and stated, " I don't know what you want me to do. '' I told her I wanted my ID back and I left. I contacted corporate to complain, they referred me to the district manager for the area. I told him all my complaints and as we attempted to do account research, he was having the same issues as me with future dating and fees that were assessed disappearing on the statement making it impossible to recall. I told him how illogical this system was and I could never prove anything if their system adds, removes, re-dates and charges ridiculous fees. I told him for all that I know money could be stolen from me and I would never know based on the way this company operates. I would have to screenshot my spending the moment I do it to prove anything. I told him their company has underhanded practices and I refuse to leave my money in this account and I get no incentive for it. He apologized and reversed 3 fees for me but the relationship has been severed due to incompetent staff on the phone and in the branches, poor customer service, malicious business practices and no retention incentives. I closed my account on XX/XX/XXXX. But I want someone to investigate how they are able to get way with adjusting spending statements, it should be illegal.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation