Consumer complaint received 2020-02-04
Company: U.S. BANCORP
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
verview : XXXX  has a student account and I was on with her because at the time we opened, she wasn't of legal age. On XX/XX/2020, XXXX XXXX and XXXX XXXX noticed one deposit was pending XXXX account. XXXX   is not working, so XXXX XXXX and XXXX XXXX called the bank and alerted them to the fraud department of the pending deposit, and that it possibly maybe fraud because XXXX shouldn't have any deposit pending her account. 

The bank called XXXX and spoke with her regarding the fraud which they can legally do because she's XXXX years old.  However, they told her that the check looked legal, from XXXX XXXX, and it needed to pend through the account. XXXX   did have her spiritual sister on the phone when the fraud was reported. She spoke with XXXX in the fraud department, and she was told that her account did have fraud done on it, by then another check was pending her account. The fraud came from North Carolina, from a payday loan place. That they know the phone used wasn't XXXX  's phone. 

On XX/XX/2020. I went to use my card from my personal account unrelated from XXXX  account to purchase a drink, it was declined. I called the bank to discuss why my account was closing, and the bank decided to close it because " of risk '' to the bank. I'm told two different things from fraud. 1- my account was forced closed by the " fraud risk department, and because my name was on XXXX 's account. They have the right to close my accounts although it was unrelated. 2- there are representatives that's told me it makes no sense for my accounts to close being that it's unrealed and my log-in information, so it shouldn't be any holds on my account. The rep told me that my accounts are closed, and all deposits would be returned, and all ACH withdrawals wouldn't go through anymore. I was then told to call the branch manager from where I opened my account because they would be the only person able to remove the hold and talk with " the risk department '' to release the hold. 

I'm thinking my accounts was closed. This was right close to a pay period, so I really didn't have time to change anything, as this was the first day I'm finding out my personal accounts would be affected. 

I was fine knowing my account were closed, and nothing would be coming in or going out. 
On the XXXX of XXXX, there was a deposit made from my School The College of XXXX XXXX. I called customer service, told them my story, and asked why this deposit was able to come through my account, and would they be sending it back to the school? I was told that my accounts weren't actually closed. They just shut down all of my ATM cards and ACH holds because the bank doesn't want to take a risk of losing funds from that account. I asked XXXX, " If my accounts were so much a risk, why would they allow any deposits to pend through my account, and we're talking about two different bank accounts. He told me to call the fraud department because there was nothing else they could do for me. 

I spoke with XXXX about releasing the hold and returning the deposit back to the school as I just moved to a new state, not working, and need my money to pay rent and take care of my children. He just told me to talk to XXXX his manager. 

I spoke with the manager XXXX in XXXX, XXXX, and he told me the bank couldn't help me because they have the right to terminate the relationship with me just like I have the right to walk into the bank and terminate the relationship. He said, the fraud risk department is the one holding the account, and it's beyond the bank level. I told him, we're the one ones who alerted the bank, so why are we being treated like this? He said, the bank doesn't have to have a reason, it was something my daughter said to XXXX to cause off this. 

I have called XXXX 8 times, and left messages on her voicemail, and she hasn't returned any of my calls, not even when she was working on the account. No returned calls. However, she spoke with an XXXX year old, who doesn't understand banking that well nor does she know what a Pay loan. 

I've called and left messages for the bank manager XXXX over three times to try and see when this will be closed. No returned calls. 

I've been going back and forth between departments. 
No one is telling me an estimated date of when they will close my accounts. I just moved from XXXX  to XXXX, XXXX. I'm not working at the time, and the money in the bank is all I have to care for my children and pay my bills. I just moved into a lease home, and the rent was due yesterday XXXX. I called this morning and spoke with a US Bank fraud representative, and asked her to please tell me who I need to speak with regarding an estimated time my money would be released, so I know what to tell my landlord. She said that she didn't know, and all she could do was get in touch with the bank in XXXX. Also the fraud department handling my case, doesn't have a direct line. I told her that, no one from the bank calls me back, and when I have spoke with XXXX and XXXX, they told me it's beyond a bank level to speak with fraud. Now, I'm just being bounced back and fourth. 

My daughter and I are the ones that called and alerted the bank of possible fraud happening to her account. It makes no sense to alert the bank of possible fraud, and you're the one who caused it. Then, if my accounts were such a risk to the bank, why allow another direct deposit to come through the account for over four thousand dollars, and risk the bank taking a loss? Why not send the money back? My money has been siting in that account since the XX/XX/2020. No one at US Bank cares that I'm a single mother, rent and bills are due, and I have a XXXX child in need of medication. I pay for his medications. 

I would like to hear the tapes from the call with XXXX and XXXX. XXXX  my daughter stated, said that she never told XXXX she gave her log-information out.

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