Consumer complaint received 2025-11-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: TX

Complaint narrative:
I opened checking and savings accounts with US Bank in early XXXX. I received my debit card by mail within XXXX days and was able to activate it. My initial deposits to opening the accounts were accepted, but my money was no longer available to me to access since then. I was advised I could add my spouse to the account online when she signed up, but she was not able to access the accounts online. We were advised to phone and add her over the phone on a joint call with a rep, but they insisted they're unable to do so, and that she must submit photo copies of her forms of ID via mail, which we do not wish to provide. No banking institute has required mailing of sensitive information of this type of us before. 

I hold login credentials and every time I have signed into the site or app, there are no troubles. When I phone their numbers and enter my credentials, my information is accepted. After nearly one month, a rep on the phone tells me my accounts are on hold due to my identity not being verified, though nothing on the site, in my emails, or in my physical mail has ever alerted me to the accounts hold or need to verify ID. 

I phone to resolve my account being locked ( XX/XX/year> ). The person on the phone tells me I must send photo evidence of my social security card by mail or email, which I will not comply with. No banking institution or entity of any kind has required that I physically or visibly show them my SSID, and I'm not willing to share such sensitive information to put myself at risk of scams. I asked what other options I have, they insisted none. I asked about a drivers license and was told no. 

I had used this new account for my workplace payroll direct deposit, and the deposit was refused ( XX/XX/year> ) and I am still waiting for my payroll services to verify the funds were returned. The bank will not share info on this deposit and nobody has a timeline for me re : how long before my funds are available to deposit in an alternative account at another bank. 

XX/XX/year> I speak with an agent on their live chat. I ask for escalation to resolve my troubles, and insist I can not comply with their SSID photo request, and the agent seemingly forcibly logs me out and the chat history is inaccessible when logged in once again. This same date, I phone them and am told that the XXXX is the only way to access my funds or even to close out my accounts and get my money back. I request an escalation and am sent to the verification department. They insist that XXXX proof is the only way to proceed. I request to know alternative forms of verification and offer some known solutions, but they decline - insisting that if I do not comply with an SSID photo sent to them, the account will remain locked until it is terminated by them. 

Never in my decades of banking at both national and local financial institutes have I faced such trials in using an account, or even opening an account. There are no physical branch locations available to us for this bank, or I'd have gone in person to pursue this. I feel it is wrong they refuse to provide alternatives and for others identity security, I wish to escalate this to CFPB because they are unlawfully restricting access to funds.

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