Consumer complaint received 2025-03-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: U.S. BANCORP
State: CA

Complaint narrative:
I opened a checking account at my local branch XX/XX/XXXX. I made a transfer from a savings account to my U.S Bank account XX/XX/XXXX, with the purpose of withdrawing the funds to make a purchase in cash. I withdrew the funds needed XX/XX/XXXX without issue. I was alerted a couple hours after I made the withdrawl that my phone number connected to my U.S Bank account for XXXX was no longer enrolled. I attempted to log in to my online banking app only to be denied access. I called customer service and was told that I would not have access to my online banking for XXXX hours due to a security hold, but was assured my account was fine and that I could use my debit card. I had multiple bills scheduled to be paid from my account that I was assured would be paid and there would be no problems. Today, XX/XX/XXXX. I called the automated line to check my account balance in order to make sure I had funds to cover my bills and plan for other bill payments I needed to make. I noticed my balance seemed a little higher than it should be. Upon checking my recent transactions I noticed the bills I had scheduled to be paid on XXXX as well as a pending transaction for a bill on XXXX were not present. I spoke with a banker and was informed that my pending transaction to XXXX XXXX for {$500.00} was declined and returned. I asked why because I had the funds available. They notified me that I had a hold on my account and put me on hold. They then told me I needed to go to my local branch and speak with a branch manager to see if I can get the hold lifted. I was not informed that my account was being closed at this point. I drove to my local branch where I opened the account and spoke with a banker where I was then informed there was a hold for review of account closure. I was not given any information why, and when I asked to speak with a branch manager I was told he was busy on a phone call and that there was nothing he can do for me. I needed to wait for a letter in the mail that would inform me of the reason. I requested to withdrawl my account balance since my account was being closed, that amount being {$2800.00}. I was told they can not give me my money and that it will be mailed to me in the form of cashiers check. U.S bank won't give me any information or my money. They also have blocked my phone number for use in XXXX for no apparent reason. I have tried to add my phone number to another bank account I have for XXXX use and was not able to. I called XXXX to inquire why I was not able to and they informed me U.S Bank has restricted my phone number and that I need to contact them to have the restriction lifted then I would be able to continue using it for other accounts. I reached out to U.S bank once again and spoke with their online banking agent only to be told yes they did restrict my phone number, and that they couldn't lift the restriction. I have no idea what the cause of this is, but it has caused me a high level of stress as I now have multiple bill payments being returned which is costing me money in returned payment penalties. What they are doing is unacceptable, and frankly wrong. My account doesn't have any fraudulent activity or negative balances that I would think would trigger an account to be closed. I would like to be able to go to a branch and pull out my funds and have my phone number removed from restriction. At the very least also be given a reason why all of this is happening. Thank you

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