Consumer complaint received 2026-07-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: IA

Complaint narrative:
I am filing a complaint regarding my treatment at the bank branch located at XXXX XXXX XXXX XXXX, XXXX, IL. I went to the branch to cash a legitimate inheritance check that was written to me by my uncle who was handling distributions from my grandmother 's estate. The check represented part of my inheritance. I first spoke with a male employee whose name I do not remember. He told me he was going to get his manager, XXXX XXXX, the Branch Manager, to assist with verifying the check. XXXX XXXX examined the check, used her computer, and asked who the people named on the check were. I explained that they were my grandparents. She then went into her office, stating that she was verifying the check. When she returned, she handed me my bank card, identification, and what I believed was my check. I left the branch, but shortly afterward realized that my check was missing. I returned to the branch and asked for it. XXXX XXXX told me the check was " a bad check. '' I asked how that could be possible because it was my inheritance check written by uncle She then told me, " It's not your check. Move along. '' I became very upset and began crying while trying to explain that the check belonged to me. I offered to show photographs, legal estate documents listing my grandmother, and my name, and I offered to have my uncle XXXX, speak with the bank since he had written the check. XXXX XXXX refused to review my documents or speak with my uncle Instead, I was threatened with having the police called on me. A security guard also told me that if I wanted to go to jail, I should continue. I was frightened, left the branch in tears, and went to the XXXX Police Department. The officers advised me to return to the bank and try to resolve the issue. I explained that I was afraid because I had already been threatened with police involvement. My uncle attempted to assist by phone, but no one at the bank was willing to speak with him. When I returned to the branch later, a security guard handed me my check. By that time, however, my uncle had already canceled it because of everything that had occurred and planned to issue me a replacement. I told the bank they could keep the canceled check because it was no longer valid. Before leaving, I requested XXXX XXXX 's business card. The following day, I called and asked for her supervisor 's contact information. The phone number she provided did not reach her manager, and I believe I was given incorrect contact information. As a result of this incident, I was stranded in XXXX without access to the inheritance funds I had traveled there to receive. I had to use money from another account ( which takes days to transfer ) to cover my expenses before I could return home to Iowa. After returning to Iowa, my uncle accompanied me to my local bank with replacement documentation and the new inheritance check. We had no issues cashing the replacement check because he was present with the supporting legal documents. However, after depositing the funds, I later discovered that my bank account had been frozen, preventing me from accessing money that was already in my checking account. I believe this action may have been connected to the events that occurred at the XXXX branch. I now have limited access to my money, very little gas, a young child to care for, and bills that must be paid. This situation has caused me significant financial hardship, XXXX XXXX, and unnecessary fear. I respectfully request that this matter be thoroughly investigated. I would also like the bank 's handling of this situation, the treatment I received, the threats of police involvement, and the freezing of my account to be reviewed. I am seeking a prompt resolution so that I can regain full access to my funds and prevent other customers from experiencing similar treatment.

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