Consumer complaint received 2026-01-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: U.S. BANCORP
State: IL

Complaint narrative:
I first opened my accounts with US Bank in XXXX of XXXX. I opened a checking and a savings account. I now have a checking, savings, two credit cards, and two loans with US Bank and I am a loyal customer. 

That is why it was a shock to me when all the sudden I could not transfer money into my savings account from my checking account. I then called on XX/XX/XXXX to find out the savings was closed, but they would not provide me with any other information. Then on XX/XX/XXXX I found out my Checking account was closed, again without notice. The only way I realized something had happened was because I could no longer log into my account on the app. This had me so upset because in my account there is currently more money than I usually have. 

Due to medical issues, my parents started a XXXX to collect money to help them pay their mortgage so that they do not lose the house. Some of our family and friends donated via XXXX instead of on XXXX, hence the reason I had {$8600.00} in the account. My parents will lose their home if they can not pay what is past due on the mortgage by XX/XX/XXXX. This is a harsh reality that just got even worse because now I have no access to the money in my checking until US Bank finishes their closure of the account. They said all transactions and transfers will not work, and I have tried everything, I even spoke to a supervisor to be able to just transfer the money to another account. We literally don't have the 90 days to wait for the cashier 's check from US Bank, we need the money ASAP! They are refusing to help me and this could cost my family their home now. I do not understand why they can withhold my money from me. 

If I had to assume why they closed my accounts and are terminating the relationship I have with them I would assume that it is because I have dealt with and been the victim of a ton of fraud this past year. I will explain the past year of events below. 

TIMELINE OF EVENTS : I then unfortunately had my bag stolen downtown on the train in XXXX that contained several of my cards, including my password book, and my drivers license. The police report number for this incident is XXXX. Approved by XXXX XXXX XXXX ( XX/XX/XXXX ). I knew the cards and license could be replaced, but the most concerning thing was the password notebook. I began changing all my passwords that I could think of in hopes that I would stop the thief from getting into my accounts. I had some issues with unknown transactions on my account, and I began the process of reporting the transactions, but other than that all was well. What happened after this is totally unrelated, it just happened to happen in the same year. 

Unfortunately, the next several months were a nightmare because little did I know, a mobile game my nephew was playing on my phone gave my phone a virus. I can't even be mad at him because he didn't know or understand what happened, but that single virus de-railed my life and my finances for months to come. 

XXXX THROUGH THE END OF XXXX : Starting back in XXXX I began to get a ton of spam calls and emails. I never engaged with any of them. Then little by little, each one of my accounts and cards was attacked on various weird websites. It was driving me crazy because I would call and report the charges, those cards would be cancelled, and then I thought that would be the end of it. Then even with the new card information there was still ongoing fraudulent transactions. I was baffled and had no idea how someone was able to keep doing this, regardless of what bank, regardless of getting new card numbers. I changed passwords, I set up extra notifications and alerts. I couldn't figure out how this kept happening. At one point there were even transactions made using a new debit account number that I hadn't even received in the mail yet! ( US Bank shares full card information on the app when requested, which I assume is how the thief got it ).

I originally thought that it had to be related to the time when my backpack was stolen in XXXX of XXXX, ( XXXX XXXX - Police Report XXXX ) but I now know that my backpack/wallet being stolen was not related to this case, just coincidentally only a few months prior to this fraud happening. I had new evidence that the culprit was on my phone hiding in plain sight and submitted this to US Bank and any other credit card companies that were affected by this. 

In the midst of all this I was also notified by XXXX XXXX monitoring of a new credit card account being opened in my name with XXXX XXXX. Someone stole my identity and or was impersonating me and opened this XXXX XXXX credit card in my name and spent like {$800.00} worth of stuff on the card by the time I realized. I reported this to the XXXX credit bureaus and soon it was resolved in my favor and the account was closed. I have attached the proof of this as well. 

A US Bank agent I spoke to on the phone on XX/XX/XXXX when I was calling to report fraudulent transactions, had some great insight. He suggested that the only common denominator across all accounts and cards would be my phone. He suggested that maybe there was something going on with my phone, a virus, or a breach of security with my IP address and/or phone number. Of course, why hadnt I thought of this! 

I took my phone to XXXXXXXX XXXX XXXX XXXX XXXXXX/XX/XXXX and again on XX/XX/XXXX to have them troubleshoot a possible virus or malware that could have been tracking my " finger movements '' and screen on my phone. They told me that they could not remove or look for a virus for me but they could provide me with the tools to do so myself. They helped me to install XXXX XXXX XXXX and monitoring, as well XXXX XXXX XXXX XXXX to locate any suspicious activity, malware, viruses, or suspicious files. 

After subscribing to the paid version of XXXX XXXX for added protection, sure enough these XXXX programs helped me find what I think was the XXXX XXXX It was a file downloaded that was used as a XXXX  XXXX, it appeared to be my apartment lease document from the name of the file, but after further inspection it could not be opened without the phone crashing. It is common that these kinds of viruses can allow hackers to mirror and steal information stored or viewed while using the phone. I dont fully understand the mechanics of it, but XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  were certain that it was plausible that my data was breached through this method of virus. I also filed a new police report number XXXX - Approved by XXXX XXXX XXXX ( XX/XX/XXXX ), and a supplemental report once I knew about the virus which was report on XX/XX/XXXX. The XXXX report shares the same number of XXXX but contains the additional information regarding the virus and the XXXX XXXX  Credit Card identity fraud. 

On XX/XX/XXXX I took my phone to my coworker who is a software engineer, to assist me in safely wiping my phone clean of this virus using XXXX XXXX and other measures they were aware of. After seeing her twice we finally got rid of the virus on XX/XX/XXXX ( So we thought ) I was so happy because I felt like I finally figured it all out, and I shared the findings with my bank to aid in the investigation. I still can't believe my phone had a virus and I had no idea! How scary! ( We did later figure out in XXXX of XXXX that the virus was somehow still active and stealing my information. I was livid! ) On XX/XX/XXXX I backed up my important photos and such and did a total factory reset to wipe the phone clean for good. This was of course a last resort because I did not want to have to " restart '' with adding my photos back in, contacts, messages, etc, but I had no other option seeing that the virus was immune to all other methods of removal. 

I am also fully aware that its possible the virus had nothing to do with it and instead my data was breached some other way. I was the victim of at least three data breaches that I am aware of so that didn't help in terms of my risk. Again, I am not an investigator, I am just trying to express all the ways this could have happened and explain the terrible luck I had over the past year. Data breaches I was involved in are the XXXX XXXX XXXX XXXX and XXXX separate XXXX XXXX XXXX breaches. I have attached proof that I was a victim in these breaches. This could have exposed my SSN, and other identifying information. 

Out of all of the fraud and dispute cases I had to raise due to all of thisXXXX XXXX XXXX did a great job of investigating and resolving the cases/claims in my favor, which is honestly another reason why I do not understand the account closure. If they truly thought, I was the culprit they would have denied the cases/claims. I never had any suspicion that they would eventually be closing my accounts due to all of this. It was a shock to me when my saving account was closed without notice or warning on XX/XX/XXXX. I called XXXX separate times trying to get an explanation and all they could tell me was that they were terminating their relationship with me and all of my accounts. They claim a letter is in the mail including an explanation of why they decided this and also contains a check for the money that was in my savings at the time of closure. It's been XXXX business days though and I still don't have it. 

Mind you, because I didn't have that money in my savings, I was unable to pay my rent on time, leading to a {$75.00} XXXX  late fee. Again, this was a huge inconvenience because not only did they close my account, but they were also holding onto my money, over {$600.00} worth while the check went through the mail and still hasn't arrived! This was a major inconvenience. Now with the checking account being closed, I might not be able to help my parents save their home from foreclosure if US Bank delays sending me the cashiers check before the 90 days. I literally have 1 month to get that money back or my family is homeless. 

All in all, I have had a rough year when it comes to being the victim of fraud, and honestly just unfortunate events. I can understand why US Bank would view this plethora of events and suspect that I am not a safe banker, but I seriously have just had bad luck and a phone virus. I am a good person, an honest worker, and a great loyal customer. 

I would really like the chance to prove what has happened to me over the last few years. I finally know why I was a victim of fraud so many times and can prove that I am no longer a liability or risk to US Bank. Not only did I start the year with Because I was the victim of not one but four different data breach incidents, I now have extra protection on my accounts. I have XXXX XXXX XXXX XXXX to protect my financial assets and identity. This provides me with financial transaction monitoring, bureau credit monitoring, monthly credit score and tracker, bank account monitoring, high risk transaction monitoring, real-time authentication alerts, Identity monitoring, home title monitoring, dark web monitoring, address change monitoring, security freeze assistance, lost wallet protection, spend tracking, victim assistance, and {>= $1,000,000} comprehensive identity theft insurance. 

I hope that US Bank can reverse their closing of my accounts or allow me to create new accounts with them. US Bank is the best bank I have ever had, and I have had nothing but good things to say about them since opening my account in XXXX of XXXX. Even the support people wanted to help me but were confined within their policies. I submitted a complaint in as many ways possible in hopes that someone would be able to help me get the money back. Honestly if I can't get the accounts back, I will take that loss, I just need my money back now so that my family doesn't lose their home. 

I am really looking to US Bank to make right by this and re-instate my accounts or allow me to open new accounts. I also really hope to keep my other accounts at US Bank. I am willing to send in any documents or information necessary for US Bank to review in order to make a decision.

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