Consumer complaint received 2024-08-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: U.S. BANCORP
State: IL

Complaint narrative:
On XX/XX/year>, I moved from Arkansas to XXXX for work. On XX/XX/year> I notified US Bank ( my primary bank for over a decade ) that my phone was hacked during the global IT event with XXXX. Hackers were able to remote into my phone and access my personal information, as well as apps that were connected to my US Bank account. I disputed fradulent charges from XXXX, XXXX, and XXXX XXXX. I closed my old US Bank accounts and opened new ones. I was told at this time by US Bank that I would not be able to access online banking until XX/XX/year> as that is when my old accounts would officially close. I called multiple times during this time to check my account balance and make sure that I had sufficient funds in the account. During this time I am also starting a new job and setting up direct deposit that needed to be changed to reflect the new banking account information. After being able to access my information on XX/XX/year>, I noticed that something seemed off with my account and my new debit card was not working. I went to the local branch ( US BankXXXX XXXX XXXX XXXX XXXX XXXX XXXX MO to troubleshoot the card and each time I was told they just needed to order a new one to ship to me because they were not able to see why the card is not working. Yesterday, XX/XX/year>, I called online banking and was told they could see a hold on my account, so they transferred me to the fraud department, who then said I needed to go to a branch manager to resolve the issue. I went back to the local XXXX branch who has helped me throughout this process and was told that " corporate closed the account and no longer wishes to do business with me. '' I asked why this was happening as I had not done anything other than report fraudulent charges a few weeks back, but there was no answer. " There is nothing I can do. '' I was told that the account was to be closed and that it had been on hold since XX/XX/year>. Since the money had already been held for 10 days, I asked that they release the money to me so I could open another account elsewhere ( I am closing on a house this Thursday ), and desperately need the money in my account. 

Of note, when I closed the old account, there was a {$1600.00} balance in the account that was transferred to the new account. I received my first paycheck from my new employer on XX/XX/year> as well which included a relocation bonus so the total in my account now is {$17000.00}. Since closing the old account, I received a letter from US Bank this week ( not post dated ) that I have a - {$600.00} balance in my old US Bank account from fradulent charges that were already disputed and approved as fraud. It does not make sense to me that charges would be allowed to hit a closed account? I am concerned that US Bank is overturning their original decision about my fraud claim, but not telling me. Either way, I can accept if they want to close all of my accounts, but I am concerned that they are unlawfully holding my money from me. Can someone please help?

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