Consumer complaint received 2023-10-30
Company: U.S. BANCORP
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Synopsis/History : Back in XXXX XXXX  my son had a fraud situation on his checking account-I was on the account with him ( although I never went into his account ) and they put a hold on the account for fraud while they investigated-this was understandable, but they also put a hold on all of the accounts that I was also a signer on ( 5 additional accounts ). I spent over 12 hours on the phone and at our local branch speaking with a personal banker and their online banking and fraud dept to get it all resolved-which finally happened in late XXXX. From late XXXX until XX/XX/XXXX, I was able to use my joint accounts with my husband with not an incident, deposits were made-bills were paid-transfers and XXXX  went through without a problem. 

XX/XX/XXXX, XXXXMy husband went to transfer funds from his personal checking to our joint checking account and was told by the teller there was a hold on our joint account due to fraud from XXXXMy husband explained there was never any fraud on our accounts, only our son 's account, and it had all been resolved-so the teller took the hold off and she deposited {$2200.00} into that account. I also received a XXXX  payment that day and a auto transfer from our daughters checking account for room & board. It also looked like our bill payments were going through as well, so I was not concerned. 

XX/XX/XXXX, XXXX go on my online account everyday and noticed that there was a past due notice on our mortgage payment ( also with USBank ) which I had set-up to pay on XXXXso I went on the mortgage side and the payment had disappeared. I then called US Bank Mortgage that evening and was told by the rep, that they tried to process the payment twice ( on the XXXX and the XXXX ) but it bounced back even though there was over {$4000.00} in the account on those 2 days. She told me it looked like there was a hold on the account on online banking side. I want to mention that USBank never contacted me via email or letter stating that they had put a hold on the account-my husband only was told by the teller on the XXXX, 5 days after the payment was made and rejected. 
So I called the fraud dept to find out why there was a hold and they would not give me any information but said I need to go to the branch to talk to a rep at the bank. 

XX/XX/XXXX, XXXX went online to set-up a phone call appt with the personal banker at our branch for Friday morning at XXXX XXXX. I received notice that the banker would call me at XXXX. 

XX/XX/XXXX, XXXX I was to speak with the banker, I went onto my online banking app-and got very upset when I noticed that the checking account in question that had over {$6800.00} in it, ( which should have been less if my bill payments were processed by US Bank ) disappeared from our list of accounts. I then received a notice via email that the withdrawal from that account got processed for $ XXXX-now I was in a panic! I again called the Online Bank dept at XXXX and the person I spoke with, kept telling me I needed to talk to the fraud liason center which would open in 1 hour. So I called the XXXX  at XXXX and was told the account was closed-but they would not tell me why and when I asked them to transfer the funds into my other checking account they said to speak with the personal banker at XXXX ( via phone call ) to get more info. At this point, my husband and I decided to go to the branch at XXXX just in case we did not get the phone call. We sat in the car until XXXX and never got a call, so we went in and the personal banker and branch manager stated they were unaware of all of our issues but the personal banker who has always been very helpful and was that day as well took us to her desk and contacted other departments to find out what was going on. 

They told her they closed the account that morning and that a cashier 's check would be processed for the balance due after another review ( they said it would take 2 weeks ) -Our personal banker told them that their was never any fraud on this account and also asked why the mortgage payment never went through? They did not give her any information but told her we would have to open a new checking account. All of our accounts are at USBANK including savings, Mortgage and L/C and I needed to pay the mortgage which bounced but they did not give me access to our {$6800.00} so we had to transfer {$6000.00} from our Line of credit to cover the mortgage and to pay all of the bills that got returned or rejected by USBank ( even thought the funds were in the joint checking that they decided to close with out our consent our any prior notice. 

So now we have returned check fees to pay, interest on the line of credit since we had to borrow from to pay our bills, a late fee on our mortgage which I plan to dispute as well and fees to order new checks. We also have not received the payment of {$6800.00} which I believe should have been deposited into our joint savings account or the new account right away. If I had funds at another bank I would have never agreed to open another checking account with them but we both felt we had to do it since my husband 's social security check gets deposited into checking. 

I feel we have been taken advantage of and scammed by US Bank.

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