Consumer complaint received 2016-11-02
Company: U.S. BANCORP
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Problems caused by my funds being low

Complaint:
I had XXXX checking accounts with US Bank because XXXX had fraudulent charges so I was in the process of closing it. Before I could a XXXX dollar charge hit the account, which sent it into overdraft status ( XX/XX/XXXX ). I called the bank the same day and stated my above attentions and asked if they would close the account to keep it from being used again and I would in the meantime payoff the {$300.00} I owe. I told the representative the account is in a position I can handle financially, and I do n't want other charges that I may have forgotten to affect the account. She told me to stop all overdraft protection on the account first and that would not allow anything to enter the account and stop overdraft fees. She stated that US Bank does not close overdraft accounts even at the request of the customer. I told her I want to stop all activity and at the time I found she could have offered an payment plan. I also told her that my next pay was in two weeks and I was afraid of anymore fees occurring. Again, I was assured the discontinuation of the overdraft protection. 
Well, the account ended up {$780.00} overdrawn by XX/XX/XXXX. Unfortunately, I was not able to pay the account off because it kept growing and I could not afford such a huge payment with mortgage and other living expenses. So, after two pay periods, the bank took the money from my open account and now that account is overdrawn due to prearranged bills, i.e. car payment, school fees, not including groceries for my child. I remembered what was told to me after this first occurred and I contacted the bank again I asked if they would give me back all those fees, about {$400.00} dollars because I declined overdraft protection and followed the instructions of the representative, and I was refused. She gave me back {$72.00} and told me to have a nice day. 
I was really disappointed with the customer service and the lack of direction so that this could have been avoided. Overdrawing my account is not something I do every week or even every month. I found myself in unknown territory and I feel the bank took advantage of me and allowed the situation to escalate to a point beyond my ability, so they could make an additional {$500.00}. I reached out to them and asked for help when this first happened. Although, the bank manager stated I ignored their messages and I did n't, again, I reached out and followed their instructions. The account was closed and, finally when I reached out to someone higher, I was told because the account is closed no one can make adjustments on closed accounts. I just said, Unbelievable! 
So, I had to ask the question, if I had spoke to someone higher before the branch manager closed the account after they received their money, could an adjustment been made? Yes, the branch manager could have made the larger adjustment also, if they wanted too. Although, she told me she could not. 
This is my complaint, I feel better communication would have prevented this issue. The only one suffering from this is me, a single mom of XXXX, who needs every dime she can get. I feel that nothing will come of this because after all, they are a huge bank with a team of lawyers. I just do n't want anyone else to be in a financial bind because of lack of understanding and knowledge. Thank you for reading my petition and if I am refunded some of my money because of this you have my gratitude. Lastly, if I was really trying not to work with or fraud US Bank I would have never opened up another account with them, knowing they would take my money from that account without my permission or warning.

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