Consumer complaint received 2024-11-13 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem with fraud alerts or security freezes — 
Company: U.S. BANCORP
State: CO

Complaint narrative:
I sent an email to XXXX XXXX, XXXX XXXX XXXX, Head XXXX XXXX XXXX XXXX XXXX U.S. Bank XXXX 

START OF EMAIL : Hello, XXXX My accounts were closed by US Bank on XX/XX/XXXX, causing me much distress ever since. On XX/XX/XXXX, XXXX contacted me to inform me that my debit card had failed. When I contacted US Bank support, I was told that they were not allowed to disclose the reason for the closure. They informed me that all of my funds, over {$100000.00}, had been sent to an old mailing address of mine and that I could never open another account at US Bank. This was shocking, especially as I had been a preferred customer for over 40 years! Over the next month I called the support department over 10 times and got differing answers about how I could get my funds returned. Very unprofessional. 

It took me until XX/XX/XXXX to recover my funds. I was in XXXX helping my son start a new business, so I had to fly back to XXXX to sign a Declaration of Loss. As a result of this situation, I missed my XXXX card payment, my Social Security checks were not deposited, and I experienced many other inconveniences, including having no access to my funds while in XXXX. 

Now I have no access to my account records, and my credit is ruined. I tried to open an account at three different banks and was rejected. Finally, I found a bank that would allow me to open accounts : XXXX XXXX  in XXXX. 

Here are my notes during XX/XX/XXXX : US Bank notes XX/XX/XXXX On XX/XX/XXXX, I found out that my debit card was refused, so I contacted the bank and was routed to a phone where I left a message, but it was not returned I tried again on XX/XX/XXXX and again received no return call I called again on XX/XX/XXXX and finally one of their representatives was able to figure out what had happened but not why. The back office would not tell her why the accounts were closed and that they have the right to close customer accounts for no reason. 
From US BANK Support : In XX/XX/XXXX The wire transfer of {$50000.00} was deemed not in the customers best interest Why?? I had talked with the wire transfer department and had been approved for the transfer and the money did transfer. 
My mailing address was set to an address in XXXX, an old address which I had not updated, my mistake. 
On XX/XX/XXXX, they had closed all of my accounts without any notice to me. 
They then proceeded to write cashiers checks for all of my accounts and mailed them out to the old XXXX address Over {$110000.00} in the accounts The checks have my name on them and you should need an ID to catch them The wire transfer somehow triggered the bank to close all of my accounts and mail cashiers checks to the wrong address I was not notified by email text message nor phone call The support person said I should wait 15 business days and then cancel the cashiers checks and at that time I should be able to get my money back after I go through another procedure where I get a form and have to formally request my money. At that time, it will probably take one to three weeks to get the form to me by mail and another one to three weeks to return it with my signature as I was in XXXX at the time. 
This Support person also said that I will not be able to open another account at US BANK ever again. Why is that? I have done nothing wrong. 
The support rep was not able to explain why this occurred only that it had occurred and she apologized profusely for it I am hoping that the address they sent it to was to XXXX, XXXX  business partner so I can get the checks back So now I have no money and my XXXX payment will bounce and my social security direct deposit will fail. so I called XXXX and let them know the situation and XXXX  seemed OK with it, but I dont know if Ill be charged interest or penalty or whatever or damage my credit rating. I was charged {$45.00} in interest. I had never missed a payment since XXXX when I opened the account. 
How can a bank operate in this manner? Ive been a customer of theirs for 40 years and Im a preferred customer supposedly. 
I believe that I set my mailing address to the XXXX address because XXXX and I were going to XXXX to start a business and for some reason I needed to change the mailing address temporarily, but I never set it back The bank has my email address and my phone number so why didnt they contact me? They just closed my account and sent out the checks with no notification. 
If I do get the cashiers checks back to me, I have no way to deposit them as I have no bank accounts here nor anywhere else Open a new bank account XXXX XXXX XXXX XXXX debit card XXXX XXXX  All applications rejected due to XXXX now showing the bank closed my accounts. 
Need to get my autopay for SS check redirected to XXXX or XXXX account or a new account for me. I dont know what to do. 
Call bank. XX/XX/XXXX Ok some progress. Called bank again and support rep said she is cancelling the cashiers checks and mail new checks to XXXX. Now well see if she accomplishes it. Yesterdays rep said it is impossible. Fortunately todays rep seemed more knowledgeable. 
We shall see. This rep says she has done it before. 
Department which Closed the accounts XXXX XXXX left another message, no return call Call again XX/XX/XXXX on hold now Im told that they have not started the cancellation and that its in a queue and then will take up to 5 days to execute before they will issue new checks. 
I was referred to the fraud department She promised the checks would arrive at our residence in XXXX by XX/XX/XXXX, and I should call them on the XXXX if we dont receive it. 
What am I supposed to do die here? I have no money. I cant buy a ticket. Im stuck. What should I do? 
XX/XX/XXXX Checks did not arrive XXXX manager : XXXX XXXX XXXX She worked with us and eventually we got the funds back on XX/XX/XXXX. 
I had been told by numerous support people that this was a back office issue and communication with them was difficult as they are not ever allowed to call the back office. They can only email and wait as long as it takes. 
XXXX told me in late XXXX that if I wanted my funds I would have to sign a form in person, a Declaration of Loss. Since Im working in XXXX, that was a huge inconvenience to me. She told me that if I signed the form on XXXX, I would have my checks within a couple of hours. 
I did sign the declaration on XXXX but delayed again by the back office. 
Applied in person at XXXX XXXX  in XXXX Accepted opened checking and savings accounts XXXX visit the bank again - no progress, more promises XX/XX/XXXX visit the bank again - no progress Later that day from XXXX Checks are being overnighted to the bank Tracking number XXXX - XXXX Checks arrived XX/XX/XXXX Deposited at XXXX XXXX  XX/XX/XXXX XXXX XXXX  I need their report in order to dispute Request the report mailed to my XXXX address XX/XX/XXXX, still waiting XXXX said she was able to get the back office to tell her why I was canceled. Suspicion of Fraud. Because I did a wire transfer from one United States bank to another, but I did the wire remotely as I was in XXXX. They detected the ip address to be XXXX so suspected fraud. At US Bank you are guilty until proven innocent. 




Here is my contact information : XXXX XXXX XXXX ( XXXX ) XXXX XXXX XXXX account number : XXXX Please give me immediate access to my account records and clear my name. 
Next week I plan to report this story to Consumer Financial Protection Bureau ( CFPB ). They suggested I contact you first for your response. 

If you would like to talk, please give me your phone number via text or email and I will call you. My phone only rings for my contacts. 

Sincerely XXXX END OF EMAIL No reply from XXXX I was a preferred customer for 40 years! 
Please let me know if you need more information.

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