Consumer complaint received 2025-07-23 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: WA

Complaint narrative:
In XXXX, I called and went into a US Bank branch to let them know I would be receiving a settlement and that from that I would also be making large transfers. I had/have paper work as to sources and legal reasoning. I was not asked for copies of the paperwork and was told it was not a problem. 

On XX/XX/XXXX I received the first of two payments by wire transfer in the afternoon. On XX/XX/XXXX I made multiple purchase/payments. 
On XX/XX/XXXX I called the bank to inform them that I would be buying a car ( my car has been broken for months and I was limping it to this point ), I asked if there was any notice needed for the large purchase and was advised to to get a cashiers check from the bank for the amount needed. That was done. 
On XX/XX/XXXX the second/final payment was wire transferred into my account in the morning. I attempted to move the full amount to my savings and was told online that there was a tech issue. I tried an hour later with the same response and it directed me to call XXXX. I did this - after waiting 40 mins on hold, I was told that they had no knowledge as to what was happening or why and advised that I go into a branch to resolve it. 
I then called the nearest branch and was told by the manager that she could see my account was being closed and the funds were being held- all of my money. She couldnt tell me why, couldnt tell me who to contact, couldnt let me get money out of move it, and couldnt let me close my accounts. She told me she would email a back office who cant be contacted by phone and I cant contact for more information. 
I called later to ask if she needed my settlement paperwork, or had heard anything and was told there was no news and she would be out the next day so I could work with the assistant manager. She mentioned the fraud department was who she was in contact with. 
I then called the fraud department. I waited 47 mins on hold to be told that they have no knowledge of whats happening and that I have to keep talking to the branch manager. They also let me know that it was a matter of time before my checking account was going to be held and closed as well.

I called the branch manager who laughed and said she hates when they say that because she cant do anything and we would just have to wait to hear from the back office.

I then called the fraud department again. I waited 49 mins. This time, the person was the most helpful and explained in her professional opinion what she thought was happening and why, and what she could see on my account ( s ). Again though - wait and see what the back office has to say.

The next morning ( XX/XX/XXXX ) I tried to move money and couldnt. I called the fraud department again, after waiting 27 mins I reached someone. I was told again to just wait and there is no other information or anyone I can talk to besides the branch manager. 
I called the branch to touch base with the assistant manager- he said he was familiar with the issue and would help advocate as he can. He said he was sent a form by the back office but the link wouldnt work. He also said he would take a copy of my settlement paperwork in case he needed it for the form when it works- I emailed that to him.

I went into the branch later and took out all of the money from my account that I did have access to via cashiers check. The assistant manager was busy and I had my toddler with me, so I left.

I emailed later to touch base and see if he heard anything ( no emails or calls were exchanged before this ). He emailed me at almost closing and said he still couldnt use the link, and had no news but he would stay on top of it. 
I still was never allowed to speak to anyone from the back office nor was I given any answers for anything else. 

XX/XX/XXXX I was called just after XXXX by the branch manager and told that both of my accounts would be closed, but there is no date because of an open dispute I had in my checking account ( an overcharge that I had the receipt for and had contacted the company who processed it ). I asked the branch manager if I could cancel the dispute, come get my money and close my accounts. She said Id need to call the fraud team. 
I called the fraud team, after waiting 42 mins to be told I needed to talk to the branch manager. 
I called the branch manager, who again laughed and said she hates that they do this because she cant do anything.

I called fraud again waited 26 mins and asked the person to close my dispute/claim.

She did so, but said it wasnt immediate. 
I tried to close my account and retrieve my money but still havent been able to. The bank is currently holding my money hostage still, not providing a reason or end date, or allowing transfers.

Ive been with this bank for over 10 years - all this has done is add to the trauma Ive been enduring

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