Consumer complaint received 2025-08-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: U.S. BANCORP
State: CA

Complaint narrative:
Subject : U.S. Bank Refusal to Provide Basic Identification or Supervisor Escalation During Call Regarding Safe Deposit Box Insurance Summary of Complaint : On XX/XX/year>, at approximately XXXX XXXX, I called U.S. Bank regarding a letter stating that I was not receiving insurance protection on my safe deposit box. The representative refused to : Provide his name ( not even a first name ), Provide his state location, Provide an employee ID or badge number, and Immediately transfer me to a supervisor ( only transferred after my third request ). 

He did state he was in the U.S., but offered no further verifiable details. The supervisor eventually disclosed his name, but only after my third explicit statement that I would be filing formal complaints. 

A second representative, XXXX, later refused to provide any assurance that I would receive a written response or corrective action statement regarding my concerns. 

Concerns : The refusal to provide any identification or timely escalation to a supervisor during a security-related discussion about my account is outside normal banking practice. 

Only providing identification after multiple threats to file a complaint shows a lack of transparency and accountability. 

Refusal to commit to a written follow-up deprives me of documented resolution. 

Requested Resolution : Written confirmation that all individuals involved were authorized U.S. Bank employees or contractors.

Disclosure of U.S. Banks policies for : Employee identification ( at least a name and unique ID ) when requested.

Immediate escalation to a supervisor upon customer request.

Commitment to providing written responses to all customer complaints regarding account security and service interactions. 

Updated XXXX  XXXX/Attorney General Complaint Draft Subject : U.S. Bank Refusal to Provide Employee Identification, Location, or Supervisor Escalation Summary : On XX/XX/year>, at approximately XXXX PM, I contacted U.S. Bank regarding a letter that my safe deposit box did not carry insurance coverage. The representative refused to provide : His name, His state location, His badge/ID number, or Immediate access to a supervisor ( only transferred after my third request ). 

He confirmed he was in the U.S., but offered no other verifiable details. Only after my third statement that I would be filing formal complaints did the supervisor disclose the representatives name. 

A second representative XXXX XXXX XXXX later refused to provide any assurance that I would receive a written response or corrective action statement. 

Concerns : This pattern of refusal undermines transparency and accountability in a financial institution. 

Refusal to identify employees or allow immediate escalation may conflict with California consumer protection standards for financial service providers. 

Denial of a written follow-up prevents the consumer from having a record of complaint resolution. 

Requested Action : XXXX XXXX XXXX whether U.S. Banks call center practices meet XXXX  transparency and consumer protection standards. 

Requirement that U.S. Bank disclose its : Identification requirements for call center representatives.

Supervisor escalation protocols. 

Written assurance that U.S. Bank will respond in writing to all consumer complaints involving account security.

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