Consumer complaint received 2023-02-05
Company: U.S. BANCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I opened a Smartly Checking account online with US Bank. I need a new bank as I was closing the account at my old bank. Direct deposit was set up, I went into the closest branch and was assisted in ordering checks and my debit card as well as was given a temporary debit card. The next week my direct deposit went into the account and I assumed everything was business a usual. 
On XX/XX/XXXX, my debit card stopped working. Each time I tried to use it, it would say declined. I had money in the bank, but no access to it. I contacted US bank and had no luck finding anything out and was told to contact XXXX XXXX for information. After getting no response from XXXX XXXX, I contacted US bank again on XXXX and after being transferred numerous times, I was finally transferred to a kind helpful lady who found out there was a couple of holds on my account and it was set to be closed. I had received no notice or anything about this. The way I found out is when my card quit working. Not a good way to do business. 
On XX/XX/XXXX, my account was closed and the branch XXXX of the closest branch opened a new account for me. Knowing my direct deposit was coming through the morning of XX/XX/XXXX, she put it a re-route for it to go into the new account and told me that it would be XXXX hours to get it. 
Then on XX/XX/XXXX, the fraud department XXXX access to my online account with no notice or reason. This would be another XXXX hours before I can see my account. Us Bank is also stating that they have no knowledge of my direct deposit being re-routed either. My company says it has not returned as of yet, so Im out of luck! 
Knowing my deposit was coming in, US BankXXXX XXXX XXXX XXXX until Friday to close the account, they had to close it Thursday. I called trying to find out if they could tell me when it would drop because I have no access to any money since this new account has been opened and they dont even see my money. At this point, I feel like US Bank has stolen my funds since they have XXXX my access to see anything either. 
I shouldve been notified in both instances and was not. This has been a complete inconvenience and frustration due to me having been without money, unable to provide for my household or put gas in my vehicle. 
I called back this evening and spoke to another customer service representative who said he did not see any direct deposit, but we can hope it will show up Monday night to be deposited Tuesday morning. He also said I can contact online services on Monday if my account is still XXXX. 
If a department is going to disable an account on a Friday, there should be a representative who can speak to you over the weekend to get it resolved. I feel like US Bank has failed me and has no desire to resolve this issue as they keep telling me there is no one I can talk to until Monday and when I asked for a XXXX, I was told they could not take the call but would contact me XXXX did not happen either.

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