Consumer complaint received 2025-06-27 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: MO

Complaint narrative:
Prior to my departure to CA on vacation I contacted customer service to notify them that I would be traveling to CA and would be using my credit card. I live in MO and did not want to experience any difficulty when using my card in CA as I was relying on the card to fund my vacation car rental. I was reassured that there would not be any issues using the card. When I tried renting the vehicle, using my credit card it was denied. I called customer service the card was cleared for use and was still denied. I repeated this scenario three times and had no success using card. My daughter had to use her debt card in which an additional XXXX dollars was placed on a hold on her debt card as is the policy when using debt cards to pay for rentals. The additional money would be taken off hold when rental was returned in satisfactory condition after vacation. As a result of my credit card being denied for no legitimate reason, my daughter had to use money that had been budgeted for other purposes during our vacation that were now not available. I then planned on using my card to fund other parts of our trip. There was four of us on vacation together. Me, my daughter, and her two children. I did not try to use my card until the next day. The last representative I spoke with while at the car rental assured me that the card was cleared and ready to use. Once again my card was denied when I attempted to use it. I immediately called customer service and remained on hold for two hours and was disconnected without speaking to a representative. I called back and was out on hold for a very long period of time. The majority of my first day of vacation was spent on hold waiting to talk to someone. After several attempts and several hours I was able to speak to someone and all they could tell me was that my card was permanently blocked. I asked to speak to someone from the department that was responsible for this action and remained in hold for an extensive amount of time and was unsuccessful with speaking to someone and was basically told there was nothing that could be done. I received a letter in the mail that stated that my account is in danger of or is being used as fraud. I have always kept my payments current and always verified any activity that was in question. I was in CA many miles from MO and my access to my funds were terminated. That put me and my family in a very difficult, dangerous, and vulnerable situation. Thankfully we knew someone in CA and we were physically safe. But financially we were not. US bank failed in all aspects of what a financial company strives to provide to banking customers. I will never place my financial needs in the hands of this institution again and I have strongly urged all other US bank account holders that I know personally and those that I don't to close their accounts. US Bank has failed and does hold the best interest of the consumer when conducting business within their association. Losing financial business isn't going to keep this institution thriving. I may be only one account holder but I am for sure one less and will gladly take my money elsewhere. I am in the process of receiving a one lump payment from my frozen retirement account that my company has terminated. I have worked for this company since XXXX It is a substantial amount of money that will not be deposited at your facility. Like I said, I have educated multiple account holders about the actions taken by your bank in regard to my account and the hazardous situation you placed me and my family in.

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