Consumer complaint received 2025-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: CA

Complaint narrative:
I am XXXX XXXX XXXX. I have been a loyal customer of U.S. Bank for over 15 years. I am writing to formally file a complaint regarding the mishandling of my personal checking accounts by U.S. Bank, which has caused me ongoing financial hardship, emotional stress, and deep concern for my safety and well-being. 

In XX/XX/year>, all three of my checking accounts were frozen without any prior notice or explanation. I was later told this was due to suspicious activity involving XXXX U.S. Bank employees. Despite this situation not being my fault, I was given no warning, no communication, and no assistance. For nearly a month, I was denied access to my own funds, which led to late rent payments, overdue utility bills, and the accumulation of fees I could not avoid. As a senior citizen living on a fixed income, this was incredibly distressing. 

During that period, I made multiple visits to my local U.S. Bank branch in an effort to understand and resolve the issue. Each time, I was told that my accounts were locked, and no withdrawals could be made. I requested to speak with the branch XXXX on each visit, but I was always told she was either unavailable, in a meeting, or out to lunch. I was given no meaningful support. It was only after repeated attempts that I was finally able to meet with the branch XXXX, XXXX XXXX, who accessed my accounts and allowed me to withdraw funds. She also informed me that I could have been allowed to make smaller withdrawals during my earlier visits something none of the other staff had shared with me. This was upsetting, as I had endured unnecessary financial and emotional hardship due to this lack of accurate information and support. 

Shortly afterward, XXXX XXXX opened a new checking account for me so I could move my funds while the fraud investigation was ongoing. I was told I would need to wait for this account to be fully approved before any deposits or transfers could occur. I also noticed monthly fees on this new account fees that I had never been charged on my previous accounts. I was never informed about these charges beforehand, and to this day, no one has been able to clearly explain what they are for. 

Then, during a recent visit to the bank to withdraw cash from this new account, the teller loudly counted out my money and announced my remaining balance in front of others waiting in line. This lack of discretion made me feel extremely unsafe. As an elderly woman, having my financial information shared publicly put me at risk. I left the bank feeling fearful and vulnerable, worried that someone could follow or target me. 

More recently, I was told I would be contacted by XXXX XXXX regarding the possibility of redirecting my scheduled deposits for XX/XX/XXXX and XXXX to my new account. I was later informed she was on vacation for a week, and instead, I spoke with XXXX XXXX. She assured me that she would call me on Monday, XX/XX/XXXX to let me know if my deposits could be redirected. That call never came. After hearing nothing, I called the XXXX XXXX Department again and spoke with XXXX, who said she would send a memo to the XXXX Back XXXX and confirmed that the funds would be redirected. As of today, XX/XX/XXXX, this still has not happened. My deposits remain unaccounted for, and I continue to face delays in paying my rent and essential bills because of these ongoing issues. 

Additionally, I previously wrote and mailed a letter regarding this matter on XX/XX/year>, but I later found out it was sent to the wrong address. 

What has been most disheartening throughout this process is the complete lack of transparency, poor customer service, and absence of accountability. I have tried repeatedly to resolve this matter through the banks internal channels, yet I have been met with misinformation, delays, and broken promises. At this point, my new account has also been closed, and I am once again struggling to stabilize my finances through no fault of my own. 

I would also like to raise an important concern about the district XXXX responsible for overseeing this branch. I have asked for contact information to escalate my complaint further, but I was told that customers are not allowed to access this information. I must ask : what is a district XXXX good for customers like me if they are completely inaccessible and protected from direct contact? When bank-level support fails, we should have a way to reach someone with higher authority to intervene but that option has been kept from me. 

As a XXXX woman, I feel not only let down, but deeply disrespected and unsafe. I am asking the Consumer Financial Protection Bureau to investigate XXXX Banks handling of this matter and to take appropriate steps to ensure they are held accountable. I am also asking that they improve their customer service especially when dealing with elderly and vulnerable customers and ensure proper training regarding privacy, professionalism, and responsiveness. 

Thank you for your time and attention to this matter. I look forward to a prompt response outlining the actions that will be taken to address these concerns and to prevent similar situations in the future.

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 non-monetary relief