Consumer complaint received 2021-11-12
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
We were told we had to open a checking account with US bank when we refinanced our house with them. The checking account was opened and was not used. When we got the HELOC with them in XXXX ( 6 months after account opening ), we were told that we had to us the checking account for a direct debit. We left enough money in the account just to cover the debit. 
In XX/XX/XXXX, we went through another refinance and paid off the HELOC with US Bank ( $ XXXX ), AND we paid off a $ XXXX credit card that we had with them. We were told that since the bank account ( in branch ) was attached to the HELOC that it would be closed at the same time. 
Fast forward to XX/XX/XXXX, I find out that our account was closed, charged off and being reported to check systems for a unpaid balance of {$200.00}. 
I called on XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX XX/XX/XXXX, XX/XX/XXXX to get answers and see what happened. That is where the XXXX started. 
First, I would not have paid off over $ XXXX in debt to US bank to leave a charge off balance of {$290.00}. it makes no sense. I tried to tell US bank this, and all representatives agreed. 
Then, I found out that they charged me another payment AFTER the payoff was made ( they made an error in calculating the payoff ) and charged me fees for two months until the account was closed- hence the balance. 
I submitted a complaint, the only thing they did was send me my bank statements. 
I appealed the complaint, again, no resolution. 
I called and tried to make a payment on the account, only to find the account has several issues. 
1. The account was coded wrong as a " litigation '', when in fact i got to that department, they said it was not with them. The account was not housed anywhere to even pay and no representatives would help. I was sent to 6 different departments on XX/XX/XXXX alone. 
I called Recoveries, Account services, Litigation, customer service, and collections. 
I called 3 levels of managers and left a total of 7 voicemails for XXXX, XXXX, and XXXX. No return calls. 
2. When I got the social media team involved, XXXX also called with me to recoveries to try to make the payment. 
Not only is the account coded wrong, my NAME ( XXXX XXXX ) was not even on the account- only my social. So she could not even make a payment! 
4 times we called trying to make payments and not a single person could take a payment because the account was not set up properly and had some issues associated with it. 
This information was submitted back through the social media team to corporate, who did not even address this. 

Issues : 1. The account I am being penalized for is not even set up correctly with correct information. My name is not on the account and it is coded improperly. 
2. I am being penalized for an account I can not even make a payment on. This has been going on since XX/XX/XXXX. 
3. I am not getting return calls from the Bank, its managers or anyone who promises to " fix '' this issue. The continue to drag me through a process of appeals, when in fact, I can not even pay. This should have already been resolved and cancelled. 
4. In addition to the fact I can not even pay the balance, this account should have been CLOSED at the time of the HELOC being closed. 
5. This account does not even have my data correct in it.

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