Consumer complaint received 2022-09-16
Company: U.S. BANCORP
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
To whom it may concern, I am reaching out to US Bank to file a formal complaint of discrimination. I have tried to reach out to US Bank via phone, letter, and email to no avail. Please see below list of events as my goal is to get this resolved. Please advise : How can a department be called Customer Care Unit but blatantly ignore your customers inquires? 

Start list of events XX/XX/2022 Customer service : Not our department but we can reach out to the Customer Care Unit. I was transferred to XXXX ( Customer Care Specialist ) Conversation with XXXX XXXX : Needed a contact number for you. 

XXXX  I provided the number. She asked about my political affiliations. 

Me Why do you need to know that information? 

XXXX  Its a required question and everyone that opens a new bank account must answer. 

XXXX  I already have an account with you guys, ( three accounts in total ) is there a button for decline? 

XXXX No, you must answer in order for us to process the POA. 

Me I am going to formally decline. Will US Bank send me a letter head/email stating I was not approved due to this question? 

XXXX Yes, or you will receive a signature page to fill out. 

Me Ok, that works, and I will cross that bridge then. 
End of conversation ( Of what I can recall. ) I have a degree, so something told me to do a quick google search. Upon my research, she was referring to a politically exposed person. I was under the impression it had to do with who I voted for. 

Sent an email XX/XX/2022 ( see attached page 1 ) Left voicemail XX/XX/2022 Called to check the status. Was told by customer service that the Customer Care team has a window of 48hrs to respond so please allow that to happen. So, I waited. 

XX/XX/2022 Still no responds from XXXX XXXX Talked to customer service and was informed that a signature page was in the mail. I asked to talk to someone and was told 1. XXXX XXXX wasnt available. 2. No one in the department can help. 3. XXXX XXXX doesnt have a direct supervisor that I can communicate with. 
Conclusion of call Just wait for the mail to come. 

XX/XX/2022 Mailed signature page. 

XX/XX/2022 Called to get update on status. Per customer service agent : I see that you are listed as a POA but they still havent received your signature page. Thanked her or her assistance and left with an understanding that it was just a waiting game at this point. 

XX/XX/2022 Checked my US bank accounts online and noticed that one of my mothers accounts is listed under my dashboard on the app. I immediate called US Bank to find out why I was granted access to one account but not the other.

1st call Woman cold transferred me after I said it was an issue with a POA. It asked for a 7 digit extension to which I did not have so the system hung up on me. 

2nd call Spoke to someone and I couldnt hear them thus, they hung up. 

3rd call Told them the situation and asked to talk to a supervisor. Was told that there isnt a supervisor available, but I can transfer you to card services. Since I am still fishing in the dark, all I could do is say ok. I dont have a card number so the system just hung up on me. 

4th call They confirmed that I was POA on one of her accounts but not the other. He did not know why. I went through the same song and dance with trying to talk to anyone at this point and was told again no one can help. I feel I am being discriminated against, and would like to file a formal complaint. Per the rep : He sent a CCU form and a Customer satisfaction document. Since I dont have a line of sight and based on US Banks actions, how do I know that you submitted these documents? After a hour conversation I was given an address this address. 

End of list of events Finally, this is my last avenue at this point. Thank you for reading this list of events and I look forward to hearing from you all.

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