Consumer complaint received 2024-12-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: U.S. BANCORP
State: MD

Complaint narrative:
I started my U.S. Bank accounts about one year ago, and I have a checking account and 4 credit cards, because they provide good bonus and reward programs. I like them and used them for paying tuition fee for extra-curriculum classes for my kids, purchasing at XXXX, shopping clothes and shoes and beauty products, bus tickets, and so on for daily life. 

On XX/XX/XXXX I received promotional emails from my 4 credit cards with U.S. Bank to link my phone number so that I can better track and redeem my rewards. However, I suddenly found Your account has been closed! All my credit cards accounts were not accessible using cell phone APP, and all the rewards and cash backs I accumulated in the past years and months were gone!!!! 

The email is below, in the afternoon on XX/XX/XXXX I received. But when I open the link, it told me Your account has been closed! 
I was so scared, because I have used these 4 credit cards a lot, and have earned a lot rewards and cash back for ~ {$1000.00} value! 

So I immediately called the bank, with the number on the back of my credit cards, but I could not be connected after calling for a few times, and waiting for ages with the background music playing. 
Meanwhile, with the torture of worried about my accounts, I had to drop-off and pick up my kids, and go to work. 

Finally, I got connected on XX/XX/XXXX, person one picked up the phone and transferred me to another department, and then transferred to another department, and then transferred back, back and forth, and my problem NOT solved! 

On XX/XX/XXXX, after a long waiting, finally someone picked up the phone and she explained to me that the U.S. bank has decided to close your credit cards account due to XXXXwo payments reversal. I tried my best to see if there are any ways to recover my accounts and rewards (!! ) and she said I can only wait for the letter in mail, and there is nothing they can do. 

I am aware of the two payment reversal in my account. Instead of making a single payment each month, I usually make payments when I see there is a balance. I made two payments to my U.S. Bank credit cards from my XXXX XXXX checking account in late XXXX and early XXXX, for some reason, they were both reversed. I called U.S. bank customer service twice, trying to figure out the reason, but I believe that is between banks, not for my reason. 
My XXXX  XXXX checking account is the primary account I have been using to make payments to all my credit card accounts. And the U.S. Bank is the ONLY bank that with payment reversal, not another single one including XXXX, XXXX, XXXX XXXX and XXXX XXXX. 

I told the customer service that I have tried my best to make payments, as after these two payment reversal, every time I need to transfer fund from XXXX  XXXX checking account to my U.S. Bank checking account, and then there was no problem to make payment to credit cards of the same bank. 
You can see below, every time I transferred funds from XXXX  XXXX to my U.S. bank checking account, and then I made payments to my U.S. bank credit cards. 

My pursuer and complaints : 1. U.S. Bank closed my four credit cards accounts for NO reason.

- The bank said, your account is in danger or is being used for fraud. It is not true. And they closed them directly without confirming with me.

I have excellent credit score ( XXXX according to XXXX, and XXXX according to XXXX XXXX ) in the past 10 years. 
I made 100 % payments on time in the past 10 years. 
After being aware of the payment reversal issues, I contacted the U.S. Bank twice, trying to solve the issue ; and there was no problem when I used U.S. Bank checking account to make payments. 

2. U.S. Bank closed my credit card accounts without any notice, it hurt my nerves a lot. 
There was no confirmation with me at all, nothing via phone or email or message. They could simply push an alert message to me if they suspect my account is being used for fraud. 
The same day and even until now ( after they closed my accounts ), they still send to me emails about redeeming my rewards/points, promotions, change of policies ( below ). 
I got so scared when I suddenly can not access my accounts, and it has been extremely difficult to connect with them by phone, it took me several days and hours to get connected. 
Their departments are so unresponsible, they transfer me back and forth between different departments, but no one helped me solve the issue. 

3. U.S. bank suddenly closed my credit card accounts without any email/message notice, hampering me for make purchases using these card during holiday season. 
- I trust the bank and had excellent credit scores, and I am planning to use these cards a lot the end of year for holiday shopping. 
It was the U.S. bank sent to me email telling me that I can earn points by using the credit card, but why they closed my account? They encourage me to use these credit card, and then closed my accounts suddenly to prohibit me using them? 
And they took away all the rewards/points I earned in the past years/months!!!!! Almost {$1000.00} value!!!!! 

What I have done to help : 1 First, I attached my paysub for your information. I am a XXXX, a XXXX XXXX XXXX XXXX XXXX XXXX 
2 Second, I made 100 % of payments on time in the past 10 years. The recent payment reversal were due to some issues between banks, and I had no idea. 
3 I have changed U.S. Bank checking account ending XXXX as direct deposit linked to my salary, so in the future, I will be able to use it to make payments to my credit cards directly, without issues. 

I, hereby, ask the U.S. Bank to : 1 Recover all my four credit card accounts ( attached ), ending in XXXX, XXXX, XXXX, and XXXX. 

2 Return all the rewards/points in my accounts that I have earned before they closed them.

3 If recovering accounts is impossible, open a new account for me, I need to have all rewards/points that I have earned back to me. 

I wanted you to understand that there are fraud on my account, and I have done what I can do from my side to reduce risk for future payments, and I am seeking a long-term relationship with the bank.

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