Consumer complaint received 2021-03-29
Company: U.S. BANCORP
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Can't close your account

Complaint:
I closed my checking account with U.S.Bank on XX/XX/XXXX because someone was siphoning money from it. Everyone I spoke with at the bank told me I had to speak with someone in the Fraud Department. After a few weeks of trying to getany help, while I was losing money, I went to the XXXX branch and told XXXX XXXX, to close both accounts. He said he was sorry and that the accounts were closed. I took the cashier 's checks and left.XX/XX/XXXX, I receiveda notice of insufficientfunds due to the activity exceeding itsbalance. I called them because I don't have any accounts with them anymore. Turns out, not only did they not completely close it ( Its been in the process of closing since XX/XX/XXXX ) but my stimulus check of {$600.00} was deposited in it.When I called the number on the back of the notice, the woman told me I had to speak to the Fraud Department. I told her I had tried for weeks to get anyone on the phone from that dept. and I was on hold for over an hour each time and then it hung up on me saying no one was available. She got XXXX. from the Fraud Department on the phone ( he refused to give me his last name saying people could look him up on the internet and find him ... he seriously said that ). He said I had to make a claim for every fraudulent transaction- since each time they took XXXX or XXXX dollars out, he said it would take a very long time ''. I told him this was not my problem since my account should have been closed as of XX/XX/XXXX and I wanted my {$600.00} within 10 days or I would be contacting a lawyer. He said they should be able to do that but I would have to sign an affidavit. I had no problem with that thinking it wouldindicate what actually happened. The " affidavit '' was a form letter to be filled out about an electronic fund transfer ( ACH ) transaction I have examined to be in error and it required me to list each ACH, the date each one posted, and the amount. I certainly havent examined anything since closing the account back in XX/XX/XXXX nor do I have access to it to fill the form out appropriately. I responded by email explaining this and provided a written explanation of the identity theft regarding this account. I dont consider it my account anymore because I relinquished ownership of it when I told them to close it.I did not bother to delete the account information from my bills online since it was supposed to be closed. Twice- once in XX/XX/XXXX and once early this month, I clicked on the wrong account, clicking on my old US Bank checking account to pay a bill but I quickly chose my current checking account to use instead. I noticed a week after I spoke with XXXX, the credit to both accounts were applied retroactively. I received a notice a few days later that there was a positive balance of {$100.00} after {$500.00} had been credited to my credit card. I went to the XXXX branch and I spoke with XXXX XXXX. She said there was a negative balance and multiple fraud claims attributed to the account and that is was now frozen. She said there was nothing she could do until the Fraud Department resolved the claims. She gave me her card and said to call her if I couldnt get a hold of anyone in that dept. I then spoke with XXXX in the Fraud Department He said this account should have been closed in XX/XX/XXXX and he was very sorry they didnt do so. He said there was ( again ) nothing he could do until all the claims were resolved. Last week, I received 3 letters on the same day. One that stated that the account has been overdrawn by {$210.00} for at least 5 days and I should make a deposit as soon as possible. And the other two were identical stating that they received my claim dated XX/XX/XXXX regarding an electronic fund transfer that you believe to be in error or otherwise unauthorized. They stated for me to be eligible for provisional credit, they must receive my claim in writing within 10 days. With the letters was the same affidavit I refused to sign before.

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 monetary relief