Consumer complaint received 2025-01-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: U.S. BANCORP
State: MO

Complaint narrative:
US Bank XXXX checks were deposited into my joint account in early XX/XX/XXXX in the amounts of {$6800.00}, + {$9200.00}, + {$4000.00} = {$20000.00}. For an order that was placed by our client that needed to be fulfilled. We were then informed on XX/XX/XXXX, that our joint account was going to be closed, and that US Bank will mail our funds out on XX/XX/XXXX. 

Within that month of our funds being held we have been on numerous calls with customer service, the risk department ( XXXX, ) & in the local branch to speak with branch XXXX XXXX, to figure out why our funds are being held. We kept getting the run around and no department would take accountability to help us & would pawn us off to a department that wasnt theirs. We emailed a demand letter for immediate payment on XX/XX/XXXX Then XX/XX/XXXX came, there was a withdrawal on our account for {$20000.00} and we were no longer able to access the account through online banking. XXXX weeks later we received a check for {$2100.00} in the mail. This amount makes no sense to us. We then again went into the branch to speak with XXXX and he was refusing to help us at this point. We were told the check of {$20000.00} would be mailed out on XX/XX/XXXX and that was not the case. XXXX gave us new information stating that they are holding the funds and the check we received was for the difference in the account. He knew all of that without looking at his computer. He wouldnt be direct with us on how he got that information, he said he thought they would have reached out to let us know they are still holding our funds. He refused to give us a number we could call, to speak with they so we can retrieve our funds. 

We called customer service after that, and we were informed by the risk management department that our case can only be handled at the local branch manager level. Any further action must be taken with the local branch manager. XXXX of course said there is nothing he can do and to Lawyer Up. He was now suggesting we take legal action to get our money back. He told my husband ( who is the other party on the joint account ) that he is no longer welcomed in the branch, because my husband was insisting on answers. 

On Monday XX/XX/XXXX I XXXX went into another local branch off XXXX XXXX and spoke with the Branch XXXX, XXXX XXXX. He then read through all my history on my account to get caught up. He told me he would have to call me back at noon the following day because he must reach out to different departments and get with XXXX to see what actions he took on how to release my money. He stated that there has been some messaging from the risk department and didnt want to throw XXXX XXXX the bus, but it looks like there are some steps that need to be taken to release your funds, said XXXX XXXX 
Tuesday at XXXX came and went no call from XXXX XXXX any update. I reached out to XXXX at XXXX Tuesday XX/XX/XXXX, he apologized for not getting back to me earlier. Then informed me that there was nothing that could be done. That they are not releasing my money ( P.E.R.I.O.D ) There is nothing that any branch can do for you. I asked for the number of who can release my funds or tell me whats going on with my account, as far as Im concerned US BANK has stolen {$20000.00} dollars of mine! He then told me, XXXX Im pretty sure you know why your funds are held. I said, NO, NO I DONT please tell me why. I know that my client paid me with a ligament check, the funds have already been withdrawn from my clients account & has proof that they have been drafted ( I was sent a pic showing the drafts, proof attached ) and US BANK is refusing to release the money to me so I can fulfill this customers order. So NO, I DONT KNOW WHY. He then told me thats all he knows, and he must end the call here because he has told me everything he knows. Then he discontinued the call. 

Here we are on XX/XX/XXXX and I still dont have the {$20000.00} that I was told would be mailed out back on XX/XX/XXXX This has been detrimental to our business and has caused damages with our long-term customer, our reputation, & the losses continue to grow every day that passes. 
I am a small business owner, this will put me out of business. I'm not sure how to recover from this and not losing this client forever XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  - XXXX Case Information : XXXX

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