Consumer complaint received 2024-02-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: U.S. BANCORP
State: MN

Complaint narrative:
To CFPB -- I have never gotten a response from this letter that I sent to the client services of US Bank about this issue. The email letter that I sent to them is explains the whole situation plus there is an attachment that they sent me saying that I could use cell. I am completely shocked as to what they have decided to do even though I contacted client services. I've since recently learned that my checking account appears to be closed because a bill for my internet service with XXXX XXXX was not paid as it should have been as it is autopay. 
-- -- -- -- -- Original Message -- -- -- -- -- From : XXXX XXXX XXXX To : " XXXX '' XXXX Cc : XXXX XXXX XXXX Date : XXXX/2024 XXXX XXXX  CST Subject : Please Reconsider : I Received this OK to send $ via XXXX, Developed into Shocking Problem because of the way US Bank Rep treated me on phone. Re : A XXXX recipient has been added or updated Dear US Bank, I am XXXX XXXX XXXX and have been a loyal customer of you, USbank for over 40 years. I would like to report to your corporate office something that happened today and absolutely shocked me regarding what followed after I received this okay ( forwarded below ) from XXXX XXXX to use a particular email to send a XXXX payment today. In the application I did put the person 's first name but I did not put their last name in it, and I wrote in their email address. I do have their last name but missed putting it into the XXXX form, and as this and any other information was optional. 

After I received this forwarded message shown below saying that I could now send the XXXX payment, I could not get into the US Bank mobile app, thinking that it was a technical issue. And so I called US Bank and was directed to the technical division, the rep checked on it and said that she needed to forward me to another banker. That call was dropped and so I called again through the Central main number, and was sent to speak to someone in the fraud department. 

I originally was told that I could speak to XXXX, but since she was not available I selected O for operator and spoke to another young man there instead to inquire about why I could not get into the website and what the problem was. I would say that the message I received below was very misleading or else the people in the fraud department didn't know that it had already been approved -- that I could send out the XXXX payment to this person because it was approved by the bank. Instead the young man asked me in depth question as to how I was associated with this email and why I was sending the payment. I replied first that this is a personal matter. He wanted to know more information as to why I wanted to send this payment. I replied that it had to do with paying off a personal loan. And still he wasn't satisfied with that answer. I already know that US Bank does not and will not pay back any money lost to XXXX, and so it is something that I wanted to do and I'm willing to take responsibility for it, and I am sure that is going to be received by someone who keeps their word regarding this private business matter. 

I totally believe that sending this XXXX payment is/was necessary for me to take care of for my personal finances benefit and well-being, and I do trust that it would have accomplished what I set out to do. 

Instead the young man admonished me for not giving him more details as to what this was about, and I said okay next time I will just send it to someone such as a friend or relative. 

And and reply he said rather currently, " no that will not do. We are going to close all of your US bank accounts right now. '' I am relating to you that I felt this reply action that is and was initiated by this young man is very unfair and shocking. I'm retired now and I have my banking account set up so that I receive my monthly pension, from after working with my career for the XXXX XXXX XXXX and retiring after 32 years, and I also receive my social security payment towards the end of the month. In addition to the shock of losing all of these bank accounts from your bank that I depend on so much for automatic payments that I've set up for paying my vendors I also I have two business accounts because I do XXXX XXXX  and also do some XXXX sales. 

I feel that this young man does not respect elders and perhaps he is just a new employee throwing his weight around without regard to how he is hurting good loyal customers of US Bank as I have been. Also my parents were long time members customers of your bank as well in XXXX XXXX XXXX. And I have worked with many good US Bank account wraps in person at the local XXXX XXXX XXXX USBank over the years who helped me with my first home mortgage and also equity loan. 

And so I hope that you can please reconsider this action which believe has already started. I am requesting that you reverse this action because I believe it is highly unfair. As I mentioned before I realize that I am taking solely responsibility with any XXXX payments that I send with the use of my bank 's website and or web app. If you wish I will also give you proof within a week that this action which I will accomplish through other means, is necessary and will be helpful to me to accomplish my goals. So I would ask you if you can, to please stop this action now, to at least wait a week or two before you totally delete my bank accounts and end the processes of my automatic income transactions, -- Because I will definitely get back to you to show the proof that what I tried to send through XXXX today was totally above board and helpful and essential to my benefit. In addition because this is being canceled supposedly by this young man, now or as of the next day, this action by him to close my accounts with your bank will likely bring misfortune to me because the social security administration requires two months of notice before a person changes their receiving bank account for any social security payments. And so please consider my requests and please forward this my Request to people of authority the in US Bank to review this, and I would ask that they have Higher authority to review and reconsider this important matter I have, Rather than just sending it to the same people in the fraud department who I made this hasty and inconsiderate decision, treating me one of your best long time, elder and Loyal customers with such distain, illogic, and disrespect. 

Thank you for your consideration of this action, and I am hoping for a much improved outcome regarding this terrible problem ( terrible to me ) in advance, Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX Cell phone XXXX Home phone XXXX -- -- -- -- -- Original Message -- -- -- -- -- From : " U.S. Bank Alerts '' XXXX To : XXXX Date : XXXX/2024 XXXX XXXX  CST Subject : A XXXX recipient has been added or updated Let us know if this doesn't sound right. 

Log in to online banking US Bank You added or edited a contact in your XXXX recipient list. 
Good news : You successfully added or edited contact information for a recipient in your XXXX recipient list. You can now send a payment to the recipient anytime you like. 

Need assistance? To send us a message, please log in to online banking at usbank.com and select Email Us from the Contact Us menu on the Customer Service tab. 

Thanks for using XXXX at U.S. Bank. 


XXXX XXXX XXXX XXXX Mobile App Locations XXXX and the XXXX related marks are wholly owned by XXXX XXXX XXXX XXXX XXXX and are used herein under license. 

For your protection, U.S. Bank automatically alerts customers of money movement transactions. If you did not initiate the action noted above or need assistance related to this alert, please call XXXX XXXX  XXXX XXXX ). 
EMAIL SECURITY INFORMATION Email intended for : XXXX Protecting your privacy is our priority. We'll never initiate a request via email for your sensitive information like your Personal ID, Password, Social Security Number, Personal Identification Number ( PIN ) or Account Number. For your safety, never share this information with anyone, at any time. If you receive an email asking for your sensitive information, or would like to report a suspicious email, forward it to XXXX or call U.S. Bank Customer Service immediately at XXXX XXXX XXXX XXXX ).

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