Consumer complaint received 2022-11-02
Company: U.S. BANCORP
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hi, I have a Checking account at US Bank. 

I logged into my account online XXXX. The account looked fine. Two sperate {$1000.00} deposits reached my account. I tried to login XXXX and couldn't. I figured it was a technical issue and tried on XXXX. Still couldn't login. On Monday XXXX I called US Bank customer support, after being transferred and talking to 4 different reps who did have any answers. I found US bank fraud department # and talked to a rep there. 

The rep did some digging and said one of transfers was sent back to sender and my account was locked and they will close my account and send me a check in the mail. 

I inquired what was the issue. According to the rep because one of the {$1000.00} deposits came from XXXX and person 's name wasn't listed on my account they sent back the funds and closed my account. I explained that I know the person that sent the money. They rep said how did they get your checking account info. I said, I gave it to them. I didn't have an issue with receiving from some ones XXXX in my XXXX XXXX account. The rep said at US Bank that kind of transfer isn't allowed. I said Ok, when will I have access to my money. The rep said since the account is in the process of closing I will receive a check in the mail. I asked when exactly, rep said likely within 2 weeks. 
I said fine, and waited for my money to show up. 


On XXXX I went to a local branch. Explained my situation. Was given the same customer service # to call. After talking to many different reps over the course of an hour. One rep was helpful and kept me on the line as she reached out to dept after dept until she was told that the issue hasn't been worked on but now it will because of my inquiry. She told me the fraud dept will contact me 24 to 48 hours with a decision. The rep said my account might be opened back up. I explained, after all that has went on I just want my money, have no interest in keeping the account. 

I waited for the return call... 

I received no call, email or XXXX mail from US Bank. I did receive a automated email survey about my customer experience. I DID complete the survey. Lol I called the fraud department again on XXXX I was transferred to a electronic or mobile fraud dept. 
The rep there said he has no new information to tell me and the department people making the decision can't be reached by me so I can't be transferred over. He also said since the account is in the " closing process '' I will get a check in the mail. I asked about an XXXX for my funds. He claimed he had no info, could be 4 weeks. I said its going on 4 weeks now. He repeated there was no information to tell me. 


Its been more than a month since sent money to my account at US bank. One transfer a friend sent {$1000.00} from their XXXX account the other {$1000.00} transfer I sent from one of my checking accounts. 

So now I'm reaching out to CFPB for some assistance and guidance. 

Btw. 

I do have audio recordings of all my calls with US Bank. 

One observation. 

I went to my local US Bank branch 3 times. The first 2 times the lobby was closed during business hours. As I went to open the door I was waved away by security. The day I was able to go in I asked the security guard why the lobby was closed 2 previous times. He said a former customer lashed out at the employees... 


Thank you for your time.

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