Consumer complaint received 2025-12-09 00:00:00
Product: Checking or savings account — Savings account
Issue: Opening an account — Confusing or missing disclosures
Company: U.S. BANCORP
State: WI

Complaint narrative:
My family and I went to the XXXX XXXX on XX/XX/XXXX to open a joint savings account with my nephew. Spoke to two tellers and they emailed both my nephew and I an online application to open the account. We also set up a meeting an hour later to meet with a banker as XXXX was being transferred into this new joint savings. We left, filled out the online applications and came back to the branch at our time frame. We explained we are opening a joint savings account and transferring XXXX from the family members USB account to this new savings. All three people were present IN THE BRANCH. The girl we were supposed to meet with, told the tellers they could handle what was needed. It was first of all, very uncomfortable disclosing needing to transfer XXXX and providing our SSN 's in front of other employees and customers because the person that was supposed to meet with us didn't pull us into her office so we were forced to speak aloud in the common lobby. We complied because we thought things would be done correctly. While in the branch, my daughter tried to assist with enrolling in online banking after the transfer was completed. Online enrollment was not processing and the tellers explained the account might not be ready for online banking despite my nephew seeing it in his online banking app ( he was a pre-existing USB customer ) so we decided to try in a day or so. Monday I tried enrolling, I ended up being locked out after numerous failed attempts. I called numerous times with no answer at the branch and customer service. Finally got in touch with someone from customer service after escalation who explained MY NAME WAS NOT ON THIS ACCOUNT! how did this happen? why did we go back after an hour and scheduling an appointment was my name not added to this account and what did USB do with my PII that I provided. This is utterly disgusting how this was handled. I was told by the customer service manager that she sent an email to the branch manager on XX/XX/XXXX! still to date NO CONTACT FROM THE MANAGER. I live about an hour from the branch so I have not been able to go to the bank and to be honest, how do I even know driving there is someone will be there to help me. I have to take a stab in the dark that the manager will be there? This is absolutely ridiculous as a bank who has XXXX of money that needs and should be in my name. Now this week ( week of XX/XX/XXXX ) I have received 2 letters from USB indicating I was opening an account but some info may not be correct. WHY WAS THIS NOT COMPLETED WHEN WE WERE IN THE BRANCH? this money should have NEVER been transferred before everything was completed. I should have been verified IN THE BRANCH while there that day with my nephew, brother and daugher. We are handling family affairs and this is HORRIBLE. I am demanding the branch manager calls me, this is a violation of my consumer rights and USB is playing around with XXXX. Customer service is horrible and the fact you cant reach anyone at a branch despite MULTIPLE attempts daily a consumer gets nowhere. Even AFTER escalating this to the customer service lead.

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