Consumer complaint received 2025-07-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: MN

Complaint narrative:
Statement of Incident XXXX XXXX Date of Incident : XX/XX/year> Location : U.S. Bank Branch ( Phone : XXXX ) Employee Involved : XXXX XXXX XXXX ( NMLS # XXXX ) My name is XXXX XXXX, and I have been a loyal U.S. Bank customer for over 15 years. Despite living outside of convenient banking distance, I chose to remain with U.S. Bank because of the consistently excellent customer serviceuntil now. 

On XX/XX/year>, I experienced one of the most humiliating and stressful events of my life at a U.S. Bank branch while trying to withdraw my own funds to purchase a {$20000.00} XXXX XXXX XXXX  deal I had waited XXXX months to find. 

- Confirming My Withdrawal Around XXXX PM, I called the branch at XXXX and spoke with an employee named Any to confirm whether I could withdraw around {$20000.00} in cash from my account. She initially indicated that it might be difficult, but after placing me on hold, she returned and said I could come in that day. I was thrilled because I had just arranged to buy the XXXX XXXX rare, heavily discounted opportunity. 

Due to last-minute work obligations, I couldnt get to the bank until XXXX PM, just before closing. When I arrived, Any and another female coworker greeted me warmly, joked about my timing, and began preparing the transaction. Everything seemed fineat first. 

- The Interference and Escalation While I was interacting with them, a male employee, XXXX XXXX XXXX ( NMLS # XXXX ), interjected from across the room while helping a different customer. He loudly stated that if it were up to him, he wouldn't give me the cash because it was too close to closing time. 

This was shocking and completely inappropriate. I did not provoke him in any way. I remained calm and waited for him to finish helping the other customerwho appeared confused and uncomfortable with the situation. 

In the meantime, the two female employees had already gone to the vault and retrieved {$17000.00} in cash for me. I told them I no longer needed the full {$20000.00} because I had additional funds in a safe, and I also requested a cashiers check for {$1100.00}. 

Despite the cash being prepared, XXXX continued to escalate. When it was my turn, I gave him my ID and debit card ending in XXXX. He acted agitated and unprofessional. At one point, he made a mistake and overbilled my account, and I made a light joke saying something like, You're trying to scam megoing to buy a fat burger with it. 

He suddenly exploded, accusing me of calling him XXXX ( which I did not ) and started yelling at me in front of other staff and customers. He refused to proceed with the transaction and ordered me to get out of the storeNOW! He was aggressive and loud. 

- Held Hostage and Humiliated At this point, I was essentially held hostagehe still had my ID, debit card, and {$17000.00} in cash. I tried to de-escalate by apologizing, even though I had done nothing wrong. I explained that I urgently needed the funds because the seller was moving the equipment out of state the next day ( XX/XX/XXXX ). This was a once-in-a-lifetime deal, and I was desperate. 

XXXX still refused to help. Thankfully, a female employee ( shorter, darker-skinned woman ) who had been counting the money intervened. She instructed him to reverse the transaction and let me leave. 

- Aftermath I left the branch in a daze. I was so shaken and emotionally overwhelmed that I nearly got into a car accidentI was almost T-boned just outside the bank. I couldnt focus. I was numb. I lost the tractor deal the next day because I couldnt complete the transaction. 

To make matters worse, I later found out that U.S. Bank had closed my account without notifying me. I received no letter, no email, no phone call. This was a complete betrayal after XXXX years of being a loyal customer. 

- My Demands This incident was more than poor customer service. It was public humiliation, unlawful interference with my finances, and a deliberate denial of my rightful access to my money. I was : Disrespected and shouted at Denied a life-changing purchase opportunity Emotionally harmed and put in danger while driving Never informed of my account closure I demand the following : A formal, written apology from U.S. Bank XXXX 

A full explanation of why my account was closed without notice. 

Financial compensation for the tractor loss, emotional distress, and time wasted. 

Accountability for XXXX XXXX conduct and any managers and supervisors who allowed this behavior.

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