Consumer complaint received 2025-02-28 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: IL

Complaint narrative:
XX/XX/XXXX I received a email regarding my XXXX account. I log into my account and see nothing of the obvious wrong with my account so I proceed to call customer service to see what was the issue. I speak to a representative who attempts to walk me thru how to reenroll my XXXX but in the process she guided me through a application for a new checking account once I notify her on the call that I think she might have led me in the wrong direction. She proceeds to transfer me over to the fraud department. The next representative I speak with on this call verifies my identity, has me verify recent transaction, then asks me if I offer any services. I tell him no & tells me hes putting my account up for closure in result! I ask him if I could be notified of the reason of closure he goes to tell me he cant give that information to me and that I will receive a letter in the mail along with a check with my remaining balance ( {$18.00} ). Confused by this new information of closure I again ask why am I not given at the least a reason and or activity that could have caused this but I received the same answer of No. I then go on to ask if Im able to appeal the decision then, being I have done NO fraud with my account and in the next upcoming days my Federal Tax Return was already being Direct Deposited into this now closed account, I was also told No! This call was a total of XXXX minutes talking to both representatives. Keep in mind I had no account notices no holds no nothing BEFORE me calling about the XXXX, but for some reason as soon as the representative hung up in my face I was kicked out of my online that I was logged into the whole call verifying transactions he asked me about. Friday XX/XX/XXXX I Call again hear that I still have a available balance of {$18.00} so I get connected to a representative to check on status of closure check before the weekend came. On this call totaling XXXX minutes I was told my account was indeed still active and open but there was a note that my account was put up for closure but not yet closed nor a reasoning which the representative found strange. Before getting off this call I made sure to get clarification about my upcoming deposit I asked if US Bank would still allow the deposit I was told No it would not be received or deposited because once again my account is set for closure. I contacted the IRS right after ( still XX/XX/XXXX ) to attempt to just redirect my deposit into a paper check instead of it getting sent to a closed account, rejected, sent back to IRS then issued a refund check ( XXXX minimum )! The IRS notifies me that day that their system is automatic and since it was already set for XXXX with the next WEEK itll have to reject and bounce back to them or I could reach out to the software preparation I used which would be Turbo Tax. I did just that so Ive now talked to US Back Again, the IRS & now calling Turbo Tax XX/XX/XXXX. They basically said the same thing as the IRS about it being automatic and having to be rejected for paper check to generate. I accepted that I would have to wait the XXXX weeks for the reject to happen and to receive my tax refund. Monday XX/XX/XXXX I call US Bank for the status of the {$18.00} check and was notified that it had just been printed to be sent out. I also checked in and asked if they had seen a deposit pending from the IRS cause at that point I received a date from IRS of when to expect my funds ( XXXX ) but I was told no deposit was pending. That call was a duration of XXXX minutes. Wednesday rolls around XX/XX/XXXX and this is my expected deposit date from IRS, I call US Bank I hear my available balance from the automated system but its still saying the {$18.00} which at that point per the representative from XX/XX/XXXX should have been put into my account closure check that he stated was indeed printed out that Monday. Still hearing the available balance causes me to request to speak to yet another representative this last representative was thee FIRST one to tell me my account is still showing ACTIVE & In GOOD CONDITION, that my direct deposit from IRS would actually be deposited and not rejected because he seen no reason to why it shouldve been & that I had no restrictions on my accounts, he then transferred me over to someone who was going to unlock my online account for me. She tells me that I have to pay a deposit of {$25.00} for a savings I had opened a few days before this whole account closure mayhem which was no problem at all. This call was XXXX minutes long. I woke up today XX/XX/XXXX with a notification @ XXXX that a deposit of {$3800.00} is complete. I was not able to return back to sleep after this. So I called the automated system just to hear my available balance because this time since my Tax refund actually came I havent been able to log into my online banking since the first representative blocked me out for no apparent reason ( XX/XX/XXXX ) years even tho my acct itself is STILL on XX/XX/XXXX ACTIVE. The automated system tells me my available balance is {$3800.00}, which would be my tax refund XXXX the {$18.00} which at that point I assumed shouldve been long gone and mailed out in that check the previous representative notified me of XX/XX/XXXX. After hearing the available balance Im completely thrown off at this point so I wait for my nearby branch to open and went in. Upon initiating my withdrawal the Bank teller XXXX takes my info pulls my account up starts my withdrawal she hands me the XXXX cents from my {$3800.00} Available balance and when she goes to get her drawer to open she received a hold that was placed on my account. With further searching she was able to tell me that was acct was still open and active even though in my notes one of the representatives noted that it would eventually be set for closure BUT WAS NOT YET CLOSED. She asks me if I spoke with a representative I break down everything above to her. She herself is confused on why the representative put it up for closure even though everything on her end is showing no blockages or out of the ordinary alerts. I ask her if she knew why multiple representatives told me that the Tax return wouldnt even be accepted let alone deposited and pulling up as AVAILABLE BALANCE. XXXX suggests that I come back Monday XX/XX/XXXX to actual talk to a Manager ( who wasnt here today ) so the Manager can override the release of my funds instead of waiting for this closure to finally take place and avoid the cashiers check in which I was told had been sent out. Each one of these calls are indeed recorded like stated before the call starts that can verify everything stated above on my behalf. Since the XXXX I have still received every email regarding my account, text alerts, etc as of my account is still active like Ive been told multiple times throughout this process. I simply just want my funds released and not have to wait because I attempted MULTIPLE times to not even have my Tax refund deposited and HELD like the {$18.00} yet it still happened! Ive attached as much as I could from call logs, the checking account the first representative accidentally made me apply for, emails of account alerts, text alerts.

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