Consumer complaint received 2021-09-03
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP (IN)

Complaint:
It's the second time I submit this complaint. The former case number is XXXX. I will just repeat what happened in the following. 

On XX/XX/XXXX, I opened a U.S. Bank checking account online. It happened that my friend who just came to the United States. Before he came to United States, I helped him pay some rent and some service fees and he owed me XXXX dollars. So he added my U.S. Bank checking account to his payroll profile on that month to pay off what he owed me. On XX/XX/XXXX, I received a XXXX dollar direct deposit in my checking account. Since he just came here, he was not familiar with services such as XXXX XXXX so he used this way. On XX/XX/XXXX, I received a call from the fraud department of the bank and they asked me the details about this transaction. They say the name on that transaction didn't match to me so they doubt it was a fraud. Then they notified me my checking account was suspended and I can not withdraw or make deposit into my account, and they even locked my online account so I even can not access to my both my checking account and credit card. They told me the only way to unlock my account was to return that XXXX dollar to the original sender. I totally understand this decision so I waited for them to return the direct deposit to my friend and then unlock my account. After that, I contacted them at least ten times, I even went to their branch once, which is 80 miles away from my home. They just told me they were in the process returning the deposit, and I just need to wait, they didn't how long it would take. One of their staff even tried to blame me and say some unfriendly words to me. On XX/XX/XXXX, I received a paper mail from the bank and I was notified that my checking account was in the process of closing due to irregular activity. I contacted them again and again, they just told me they will return all the remaining balance before they terminate my account. On XX/XX/XXXX, I received an email from the bank and told me that there is a XXXX withdraw. Then one week later I received a check of XXXX dollars, that was the deposit I made when I opened the account on XX/XX/XXXX. Another paper mail came on middle of XXXX, saying that my account was officially terminated. I contacted them to check the status of the XXXX dollars, they told me it sent back to the original sender. I asked my friend to call his payroll department, he told me the central payroll of his institute didn't receive any refund related to him. I contacted the bank again, like the one hundred time -- I don't remember the exact time I called them. They suggested me go to branch to talk with banker there. Then I drove 80 miles to the branch on XX/XX/XXXX, the banker there told me they knew nothing and they could do nothing. They helped me contact fraud department, the answer was still they returned the XXXX to the original sender. But they refused to provide any details. The banker told me if I have any questions I could call fraud department again. I felt that they didnt really care about my feeling, I am just like a basketball to be passed from one to the other, again and again. 

On XXXX, I submitted the first complaint. I got the following replies. 

( 1 ) The section of the Agreement titled Closing Your Account outlines our policies and states that we can close your account for any reason, or no reason at all. -- -- -I believe this totally violated consomers ' right. You are financial institution, not bandit.

( 2 ) The remaining {$2000.00} was placed into a general ledger account held within the bank, as the funds will be returned to the originator. -- -What does the second half of the setence mean? You will return or not? 

( 3 ) Although this process can take an extended period time, we suggest that you recommend your friend contact their payroll department, who can work with their financial institution, and request them send U.S. Bank the Letter of Indemnity ( LOI ). -- -- What is that? What does " extended period time '' mean? Any timeframe if you relly gon na return it.

( 4 ) It should be noted that U.S. Bank sent this information to the originators financial institution in XX/XX/XXXX, but they never responded to our request. -- -- - What does the information mean? What you should return is money, not information. It's you suspect this is a fraud, you need to take full responsibility for it. They did't reply, why? You really sent or not? 

( 5 ) If you have further questions, please contact U.S. Bank Customer Service at XXXX XXXX XXXX XXXX, where representatives are available to assist you 24 hours a day, seven days a week. -- -- -I called this number several times and they just transfer me to fraud department again. What I got is " I don't know. '' " We will hold the money forever. '' " Your friend need to be worried, not you. '' You ask me to call the number, and that was how I was treated. 

Another four months passed. My friend tried to contacted the HR department. But they can not help. They said they didn't get any information. It's pandemic and almost every one work from home, it's really hard to reach these staff. I really hope your side could be more helpful. 

I have documents prove that the transaction just like what I said. And it is my money. Even think in other way, the XXXX University, where my friend worked, didn't take any action if you really sent it back or sent it the request, suggested that they believe there is no anything inappropriate. Then why can not you just return the money even to me and make the thing so complicated and I am totally mad. You will hold it like forvever?

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 non-monetary relief