Consumer complaint received 2025-09-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: PA

Complaint narrative:
On XX/XX/XXXX a withdrawal was made from the online casino ( XXXX ) to the US Bank account. The account was created the same day because XXXX required an account with the name of the verified user. The savings account was created and used to withdraw. 

Once the funds appeared on the following day a checking account was created to be able to have a debit card and use the funds. Once the account was set up {$4000.00} was withdrawn and reconciled. Shortly after this transaction issues with the account began to occur. 

Several calls were made to US Bank customer service where I was told that the account was under review for suspicious activity. I was told that after the initial review that her money would be released. After several more calls it was revealed that the bank thought that the account owner was being imitated and that I would need to visit a bank to validate my identification. The bank was told that I do not live near a branch ( I was not aware that the bank was brick and mortar. There are many US Bank ATMs in my area ). The closest bank would be in XXXX XXXX 

On XX/XX/XXXX, I and my husband took a flight to XXXX XXXX and visited the branch at XXXX XXXX XXXX XXXX. Upon entering the bank, we spoke with a representative at the front desk who took her information and authenticated her. The representative then called the fraud department and was on hold for a long time. I also called the fraud department from her own phone and was able to get an agent after a long wait and had her speak to the local representative. The local representative again authenticated XXXX and was told that the fraud department decided to end the relationship with the bank and a certified check would be drafted and sent to the address of record. I was told that the process would take 10 business days.

After waiting a few weeks with no check showing I again called the bank. This time the bank stated that they have no record of the check being ordered OR sent and that the issue would be investigated and that they would need 2 business days. 

After the 2 days I again called as was told that the bank was still holding the funds pending verification that the funds belong to her. I was told to send an email to XXXX containing her passport, social security card and a screenshot of the message for XXXX verifying the withdrawal of {$15000.00} to the account ending in XXXX. 

After investigating this information, the bank told us that this is not enough and required more information. They requested that we send a W-2G form from the casino verifying that the funds were reported to the IRS. I consulted with the casino and was told that form only applies to a single win 300-1 and over or over {$5000.00}. My withdrawal was several smaller wins and didnt qualify. That information was translated to the bank and a PDF of each transaction from My account with XXXX sent from their Customer Service was forwarded to the bank. 

With help from my husband, I solicited help via XXXX ( XXXX ) and XXXX with no positive results. Emails were sent to the XXXX, XXXX XXXX and no response was directly received from her. I was told by the Fraud department that the money would not be release to my and that she would need to engage the Office of the President. 

After several attempts by email and social media we connected with XXXX from the Customer Assurance Department ( he stated on the first call that he is connected with the Office of the President ). His direct number is XXXX. I explained the entire ordeal and told him what the fraud department said. He seems to empathize with me and told me that he would help. This was on XXXX. He said that he would send an email and expected to have an answer on Tuesday. I called him and left a voice mail and he returned the call stating that the investigation is still ongoing ( a familiar theme ). Its been two weeks and we havent heard back from XXXX. 

I simply wants one of three things : 1. To have the account reopened and the money replaced.

2. To have a check overnighted with the remaining funds. 
3. To have the money returned to XXXX where she can have the withdrawal sent to another bank.

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