Consumer complaint received 2024-02-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: U.S. BANCORP
State: IN

Complaint narrative:
Synopsis : XX/XX/XXXX - Opened new checking account with US Bank online. US Bank confirmed ( See attachment " A '' ). 
XX/XX/XXXX - Funded new account with a {$50.00} ACH transfer from my " old '' account. US Bank confirmed ( See attachment " B '' ) XX/XX/XXXX - As XXXX weeks had passed and I had received NO debit card, NO checks, and NOTHING via US Mail ( e.g. Welcome packet, online billpay info, NOTHING ), I phoned their ( lack of ) customer service department to inquire ( See attachment " C '' ). I was told a debit card would be " sent right out and I should receive in 5-7 business days. '' XX/XX/XXXX - As three more weeks had passed since my previous call ( well beyond the 5-7 business days ), I again phoned their ( lack of ) customer service department ( See attachment " D '' ). Again, I was told one would be " sent right out. '' XX/XX/XXXX - As 2-1/2 more weeks had passed and I had still received ABSOLUTELY NOTHING from US Bank. As a result, fed-up and now not trusting them/their systems, I sent a letter to their Corporate Offices requesting the account be closed ( See attachment " E '' ). 
XX/XX/XXXX - I did finally, 3 weeks after sending the letter, receive a call from " XXXX '' from the President 's Office ( See attachment " F '' ). After a few minute discussion with her, which included her telling me she could only find where I had previously called once, not twice ... I disputed that with her ( and the T-mobile call detail shows this also - attachments " C '' & " D '' ). She also stated she could close the account and issue a Cashier 's Check. I asked if she could just electronically ACH it back to the account they took it from ... understand, the SAME account they had initially pulled the opening deposit from ... Of course they couldn't... had to send a Cashier 's Check... Fine, whatever ... the most assnine policy I've heard of ... I could understand IF I were wanting it sent to a different account, but that was not the case... I was only requesting it be returned to the SAME account they debited it from over 3 months earlier as the account was still open... Nope... that was " their policy, '' albeit a 100 % baseless, ridiculous, assinine policy that they can NOT refund to the SAME account they pulled from. 
XX/XX/XXXX - I did check online, attempted to log-in to US Bank to see if she had actually closed the account... it was closed, I was unable to log-in, so I assumed, which should NEVER do, especially when dealing with banks, but I assumed it was " in the mail. '' XX/XX/XXXX - As XXXX weeks had passed since my convo with XXXX and I had received nothing, I again called ( See attachment " G '' ). I left a voicemail requesting a call back... 
XX/XX/XXXX - As 2 more weeks had passed and I wasn't even afforded the courtesy of a callback from my XX/XX/XXXX message I left, I again called XXXX ( See attachment " H '' ), and of course got voicemail ( they're scared to death to talk to customers I guess ) ... I left another message. 
XX/XX/XXXX - I DID receive a call back from " XXXX. '' She did state after receiving my message the prior day, and before calling me today, she check and verified " the Cashier 's Check was never cashed. '' Therefore, she was going to send me paperwork to sign, something about to stop payment on the check and issue another, which as of today 's mail, 4 days later, it's still not here ... WHAT... ALL of this over {$15.00} ... Yes, the remaining balance in the account was only {$15.00} ( thank God I hadn't switched any of my direct deposits yet- couldn't use the funds with no debit card or checks ), but that's not the point, not the issue here... the point/issue is, whether it's {$15.00} or {$1500.00} or {$15000.00}, a bank should promptly refund money... 

I am absolutely amazed that a bank can pull such stunts ... why can't they refund money as quick as they can yank it from one 's account??? Also, WHY can't they just ACH it back to the origin account it came from? When one uses a debit/credit card in a store, if you then return an item, it most ALWAYS goes back to the original form of payment ( for fraud prevention ) ... You would think a bank would implement the same fraud prevention policy rather than the time, trouble, paper, & cost wasted to issue a paper check. But then you would also think a bank would have their act together much better than the above details, especially when they are handling people 's finances... NOT US Bank ... a Pathetic operation!

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