Consumer complaint received 2024-09-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: U.S. BANCORP
State: AZ

Complaint narrative:
Facts : On XX/XX/XXXX I was sent the attached notification that my account would go into dormant status if I did not complete 1 of the bullet points mentioned. The first option is to simply log in to the US Bank Mobile app or website. 

I logged in immediately because that was a very simple request. I also logged in many times since that date with the timeline being 30 days to accomplish one of the tasks. 

On XX/XX/XXXX, I logged in to my account to find my account was charged a dormant account fee.

I used their chat feature to speak to a representative who I informed of the fee and asked why it was charged given I did what the letter said. That representative told me the simply logging in does not county and I had to log in PLUS perform another one of the actions. As you can see, that is not how the letter reads. 

The rep did help me switch it back to active status and I asked about moving my funds so I could close the account. I don't want to bank with a company that sends explicit directions only to be told that by following them, I didn't do enough. I found out at that point that I didn't have access to my funds for 24 hours due to them moving my account back to active. So after incorrectly, based on their own instructions, making my account dormant, they were now holding my money hostage from transferring it out via the website, mobile app, or even with the rep. 

I then filed a XXXX complaint on XX/XX/XXXX. The rep from the US Bank Office of the President named XXXX did reach out to me twice on XX/XX/XXXX and XX/XX/XXXX but I was unavailable both times. I did return her call and left a message on her voicemail ( as identified by her name in the message ) on XX/XX/XXXX. She has not called me back since then, and it appears their policy for customers is to be available on their time or they can't call you back. 

XXXX  let me know US Bank had responded and the response indicated a letter was coming in the mail, which is probably the justification for XXXX to not return my calls. 

I received the letter XX/XX/XXXX ( attached as a photo because US Bank did not send digitally ). The letter dated XX/XX/XXXX explained that my account was dormant and that I did not fulfill the qualification of logging in within 30 days because I did not log in until XX/XX/XXXX. This has 2 problems : 1. It appears that the first rep who told me logging in was not enough and this message are at odds 2. The letter is a blatant lie about my log in history. I have attached my XXXX history showing the times I logged in to us bank. It doesn't go back earlier than XXXX, but even so, you can see multiple logins within the 30 day window from XX/XX/XXXX The information provided by US Bank to justify this is blatantly false and their explanations are at odds with each other. 

Opinion : Given the stories we see from large corporations taking advantage of consumers, this seems like a case of US Bank assuming they can make things up because it's just {$5.00} and it's not likely someone will spend the time to fight it. I can only imagine how many consumers they have done this to who are so used to being abused by large banks that they just take it. I'm not a lawyer so I don't know for sure but this also seems illegal.

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