Consumer complaint received 2019-11-25
Company: U.S. BANCORP
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I had started the process of closing a checking account on XX/XX/XXXX due to questionable activity on the previous account. ( In my reports, I have it listed as much later but I went through my email history and found the initial email that I sent ) The lady who had assisted me previously was not available ( I had called the next day to inquire if she had gotten my email ) and she told me to talk with a XXXX after XXXX XXXX. I was working six days a week at the time and I said I would try to stop in after work the next Saturday, which I did, and the process of closing the account was started. However, as I had only my work ID with me, I returned the XXXX to finish the closure and there was a hold on the funds in the closed account until one transaction processed. On XX/XX/XXXX I called the toll free line because it showed that there were funds in my new account but I couldn't access it. After some investigation on behalf of the banking associate on the line, it turned out that there was a " hold '' placed on the funds. The associate removed it and I assumed the account and all things tied to it were closed. 

I was wrong. On XX/XX/XXXX, I discovered an unauthorized charge on my new account. I looked at the transaction history via my mobile and found out it was from a company that I did not authorize transactions from and had no idea how they got my bank information. Again I called the toll free line and was informed that the card tied to my old account had carried over to my new one and the company used the old card number to pull the funds from my account. The associate closed the card number that day but told me she couldn't do anything while it was in " Authorization Pending '' status. I waited to see if the charge would be revoked but in the meantime, things that SHOULD have been paid were rejected and fees have incurred. 

I checked my account on the XXXX of XXXX and saw the charge had went through, more fees incurred, more legitimate charges rejected. I have filed complaints with the Federal Reserve ( who forwarded it to you but I do not have that information ), the FTC, the XXXX, and the Office of the Comptroller of the Currency. 

On XX/XX/XXXX, I checked my account again only to find out that I am - {$500.00}. Also, my bank called that day wondering why I had a dispute in place. I spoke to a XXXX ( again ), and she could not figure out what had gone wrong. She also stated that the account I had mentioned had been closed on the XXXX of XXXX ( which was the reason why I went back and reviewed the timeline of this incident ). Said she would speak with the manager and get back with me. No one did. 

On XX/XX/XXXX, my mother sent over some money intended for rent to assist with the crisis this error had put me through. I checked my account on the morning of XX/XX/XXXX only to find out that I am now - {$80.00} and absolutely nothing has been done to fix my account. 
I called the bank 's toll free number this morning, XX/XX/XXXX and requested to speak to a manager. After about five minutes on hold, I spoke to a lady whom I relayed my information to. She informed me that the dispute was put into place on XX/XX/XXXX and not on XX/XX/XXXX when I was told it had been done. In all actuality, the dispute should have been started on XX/XX/XXXX when I discovered the error. The lady said she would have someone look in to it and get back with me. Nothing so far. 

At this time, none of my overdraft and return fees have been refunded ( and it is at least {$300.00} in fees ) nor has anyone given me a satisfactory answer for this error or even an apology. I have rent coming up and I need this problem fixed in a timely manner. I am tired of getting the run-around!

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