Consumer complaint received 2026-01-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: U.S. BANCORP
State: NC

Complaint narrative:
My name is XXXX XXXX XXXX ( my last name should be updated in this portal ). 

I am filing this complaint regarding poor customer service, lack of proper disclosure, and inconsistent information related to the closure of my US Bank account ending in XXXX. I closed my account on XX/XX/year> at the XXXX branch with banker XXXX XXXX. At the time of closure, I was issued a cashiers check refund in the amount of {$69.00}. XXXX XXXX did not advise me of any pending transactions, nor did she inform me that there would be a XXXX waiting period before the account would officially close in order to settle pending activity. Had this information been disclosed, I would have taken appropriate action to avoid any future issues. 

On XX/XX/year>, I received a text message stating : USBank Acct Notify : Acct ending XXXX. Your deposit account has remained overdrawn and requires immediate action. If we fail to receive a deposit to resolve the overdrawn amount within the next 3 business days, this account will be scheduled for closure and referred to XXXX for accelerated collection action We are collecting a debt. Because I believed this could be a scam, I contacted US Bank for verification. The first representative cold-transferred me to the wrong department. After reaching another representative, I was advised that a pending transaction had prevented the account from actually closing. 

Today, XX/XX/year>, I returned to the XXXX branch and spoke with XXXX, who reviewed the situation and advised that the pending transaction had occurred XXXX days prior to the account closure and was not my fault. She indicated her manager would credit the account accordingly. However, the branch manager, XXXX XXXX, refused to reverse the balance and stated that I would need to pay it, which I did to resolve the matter. He told me that he could only provide me with a handwritten receipt. I found that to be suspicious as I have not seen anyone write on an official receipt before, ever. 

XXXX XXXX handling of this situation reflects a pattern of inconsistent and misleading communication about the account opening bonus is what contributed to my decision to close my account in the first place. Previously, I visited this same branch on XX/XX/year>, I inquired about opening a business account and merchant processing fees. XXXX XXXX XXXX stated that I would need to provide bank statements before someone would even contact me to discuss available options. As I was driving home, I thought about that, why would I need to provide my bank statements when I was just inquiring about what they offer and their fees. When I followed up via email for clarification, he backtracked and stated that he only meant it would make the conversation easier. This inconsistency mirrors what occurred during this recent issue. 

Additionally, when I informed XXXX XXXX XXXX that I had never received any notice regarding this overdrawn balance prior to XX/XX/year>, he initially stated that the text message was the only notice that would have been sent. I advised him that the bank had a duty to me to notify me of an outstanding debt well BEFORE it was to charge off. He tried to smooth it over by saying that I was not charged any fees. While he was supposed to be applying the {$50.00} payment to satisfy the delinquent balance, he instead began searching for alleged prior notices. He later claimed that he located XXXX notices that were supposedly sent to me, none of which I ever received. I confirmed that my name and address on file were accurate. Had I received any such notices, I would not have needed to call to determine what the issue was or return to the branch to seek resolution. I would have addressed the matter promptly and avoided this unnecessary escalation and frustration. 

This entire experience reflects poor communication, inadequate disclosure, improper handling of my concern, and inconsistent representations by branch leadership without any accountability or regards to me as a person. The lack of transparency and accountability is unacceptable and caused unnecessary stress, time loss, and inconvenience. Had this charged off and or reported to credit reporting agencies or XXXX, this would have been even worse.

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