Consumer complaint received 2026-07-05 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: U.S. BANCORP
State: IN

Complaint narrative:
I have been a U.S. Bank customer for XXXX years ( since XXXX ) and currently maintain another active U.S. Bank credit card. I also recently financed and paid off an auto loan through U.S. Bank. My credit card account, which had been open since XXXX, was recently closed for inactivity. During the period leading up to the closure, my family and I were dealing with an international family emergency. U.S. Bank sent notices stating that the account " XXXX '' be closed for inactivity. They did not say " will be closed. '' Had I understood that closure was imminent or certain, I would have made a small transaction in the midst of our emergency to keep the account active. Instead, while dealing with the emergency, I interpreted the notices as warnings rather than a final deadline, and hoped for grace from US bank given the circumstances. On XX/XX/XXXX, I contacted U.S. Bank regarding the closure. During my first chat, I was advised that the account could not be reopened. I was not given the opportunity to ask my follow-up questions, as the agent said goodbye and unilaterally ended the chat. Later that same day, I initiated a second chat as I was cut off by the first agent. I explained the emergency circumstances and my desire to preserve a banking relationship that has existed for XXXX years since XXXX. I was asked to provide my contact information and was then advised that my request had been submitted to Supervisors/Managers and that I would be contacted within XXXX hours.... No contact was received within the promised timeframe. On XX/XX/XXXX, after receiving no follow-up within 9 days ( despite being told XXXX hours ), I contacted U.S. Bank again . During that interaction, I was informed that the prior supervisor callback request had not even been submitted despite my having previously been told that it had been. After expressing disappointment, a new escalation request was submitted, and I was provided confirmation number XXXX. On XX/XX/XXXX, XXXX 9 days XXXX received a call from U.S. Bank 's complaint department from XXXX. During that call, I explained that the combination of our international family emergency and US bank using the phrase " we XXXX close your account '' contributed to my inability to address the inactivity notices. We found many of the responses unhelpful : I was advised that even if U.S. Bank had not provided warning notices, they retained the right to close the account at any time for any reason. I was also advised that had this issue arisen a year earlier, " we would be having a different conversation and I could help you '' but no further explanation was provided regarding what options may have existed previously. The representative also stated that " this is just the way the world is going. '' These explanations were particularly unhelpful, as we do not have the opportunity to " have the emergency a year earlier. '' And saying " we would have helped you in the past but can't now '' was not responsive to our concern or our situation. We had also requested a stateXXXX required lien release document. We spoke to a US Bank representative over the phone. We requested a physical copy be mailed to us. We also separately requested an electronic copy be sent to our email ( as the previous physical copy never reached us, so we wanted an electronic backup ). We were told both of these would be sent, but we never received it. XXXX mentioned " I know exactly what you are referring to '' however he said he would not be able to assist with this failed follow through either. My complaint is not limited to the denial of reinstatement. My concern is also the inconsistent information and repeated failed follow-through during the escalation process. I was specifically advised on XX/XX/XXXX that a supervisor review had been submitted and that I would receive contact within XXXX hours. I later learned that the request had apparently never been entered into the system and only became aware of this after proactively following up myself. Throughout this process, I repeatedly explained that I wished to preserve a banking relationship that has existed for XXXX years ( since XXXX ), and that I intended to continue using U.S. Bank for future banking and lending needs. The handling of this matter has caused us to reconsider that relationship. Having to spend this much effort for a lien release as well as a reconsideration of account closure, on top of our stressful international family emergency, left a lot to be desired in terms of customer service, grace, and understanding.

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