Consumer complaint received 2022-01-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: U.S. BANCORP
State: WA

Complaint narrative:
I was a customer with US Bank since XXXX. 
On XX/XX/XXXX, I noticed that there was a payment from my checking account to my reserve line that went through without me making the payment -- which made my checking account go negative. What usually happened in the past, is the available funds that I had would cover any negative amount in my checking. I had over {$40.00} in available funds however non of that covered my negative amount. Then I was charged a {$36.00} fee. 
I called US Bank on XX/XX/XXXX to discuss this. I had to talk to a few people -- one who took care of the {$36.00} fee and another one that made a {$21.00} payment to my reserve line ( which can be seen on my reserve line account ) but that person stated that I needed to go in, to make a payment to my checking account -- which I did ( all of this can be seen on both of my accounts ). 
When I went in to the US Bank branch on XXXX XXXX in Mt XXXX WA on XX/XX/XXXX roughly 2 hours after I talked with US Bank on the phone, I was clear that I wanted to deposit some money to my checking account to make it XXXX. I provided {$21.00} in cash AND that I wanted to close my checking account. The teller applied the amount to make my checking account zero then applied the rest ( XXXX cents ) to my reserve line. 
The next month in XXXX, when I had to make a payment to my reserve line, I noticed that the payment in XXXX was reversed so I asked the teller about it and she stated she did not know why the payment was reversed. When I contacted US Bank about this, they stated they could also not tell me why. A few days after I made the payment, I noticed that my pay off amount was getting higher but there was no documentation to my account on why that was so I contacted US Bank and they stated there was a daily fee posted to my account. 
On XX/XX/XXXX, I went to the same branch in XXXX  XXXX WA with cash to pay off my reserve line and stated that I wanted to close that as well and wanted documentation that it was closed. The teller made the payment then stated he could only put in a request that it was closed. I stated that if it's not closed, then I was going to get daily fees. The teller stated he could not provide any documentation that they closed my account or even put in a request- to show that's what I wanted ; or provide any documentation that I would not be getting any daily fees or any other fees. 
So I contacted US Bank via messenger so I had written documentation. The employee stated that the branch was the only one that could actually close the account and also told me that my checking account was never closed -- which I wanted 2 months prior. So then I had my mom come with me to go back to the branch and we went inside- so that I had a witness to what was being said. We first talked to the teller I had made the payment with earlier that day and he supposedly got the " branch manager '' who we spoke with. She would not provide any documentation, not even her business card -- which has her name and job title on it. I provided the documentation to her to show what US Bank was saying. She refused to look at it and stated she didn't know who it was. It clearly showed " US Bank '' on the documentation I was trying to show her. I stated I wanted both my accounts to be closed ( checking and reserve line ) that day, as well as to not get any more fees. She stated she would not provide any documentation. 
I made a complaint with the FDIC since on the drive thru window on the US Bank branch says that the bank is with the FDIC. 
I did not hear anything from US Bank until they called me on XX/XX/XXXX. She asked me what happened and I told her exactly what I put up above. I asked her for documentation that both accounts were closed since I still did NOT receive it as well as the {$21.00} payment since it was reversed. I told her that I had over {$40.00} in available funds and I am only asking for the {$21.00} back that is clearly shown on the account as well as documentation that my accounts were closed. She stated she would send me documentation but would NOT refund me the {$21.00}. I asked her why and why it was even reversed the first time. She did not answer the questions and kept stating she would send me documentation. 
It is now XX/XX/XXXX - one week after I spoke with her and almost one month after I went in to make the payment and wanted my account to be closed and still NO documentation.

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