Consumer complaint received 2026-07-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: U.S. BANCORP
State: FL

Complaint narrative:
XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, began my. attempts to close my US Bank Account. The account held approximately {$4000.00} at that point. 
I live in XXXX, Florida. 
US Bank did not agree with my request. 
I then attempted to close the account on the telephone XXXX XXXX XXXX. This was an absolutely horrible experience. The woman began asking questions to verify me. While the concept is understandable, US Banks questions were absurd. Throughout this, I kept asking that she speak with my daughter. She refused. 
What is your name? I answered perfectly. 
Birthdate? I answered perfectly. 
Social Security Number? Unfortunately, I did get confused reciting my Social Security Number. 
What is your account number? I read that perfectly. 
What was your mothers maiden name? I am XXXX and my mother died when I was XXXX so I asked for a different question. 
I asked again that she speak with my daughter. 
The woman then said : Once I verify you, I can speak with your daughter. 
What direct deposit do you receive to this account? XXXX XXXX. 
How often is that deposited? I assume once a month. 
She then said, You are verified. 
Yet, she then asked me if I banked online? 
Ultimately, she unlocked my account so that I could transfer the money out of the account. 

However, I repeatedly asked her to close my account. She repeatedly said it was not her department and that she could not help with that. 

I asked her to please get someone on the call, now that I was verified, so that I could close the account. She said she was having someone reach out but she never did. As we were waiting, the call disconnected. 

XXXX XXXX XXXX, I called US Bank again to try to close the account and that representative refused to do so. I kept saying I just wanted to close my account. 
The woman kept insisting that the only way to close the account was on the phone or in a branch. As she was talking I looked online on the US Bank website and saw that there was a way to send a letter. She came back on the call and said she had just found out a letter could be mailed. 

XX/XX/scrub>XXXX XXXX XXXX I mailed a letter exactly as required on the US Bank website.

XXXX XXXX XXXX, XXXX, a representative of US Bank left a voicemail on my phone. The woman stated that she needed the Certificate of the Trust and letters requesting the closure from all the trustees. I left her two voicemails that day which were never returned and 2 more the next day which she also failed to return. 

XX/XX/scrub>XXXX XXXX XXXX my daughter called the XXXX XXXX in XXXX XXXX, XXXX and spoke to a woman named XXXX. She was excellent and extremely helpful. After she spoke with someone, my daughter received a call from XXXX. 
XXXX was awful. She said that she could not talk to my daughter since she was not on the account, but kept saying " all the trustees had to sign to close the account ''. My daughter is the only other trustee and she is just a successor trustee. She repeatedly said it was procedure. 
When my daughter reminded her that she already had the letter from the actual trustee, XXXX XXXX XXXX, she had no response and could not explain why I would have to send a different letter. She never identified anything that was missing from my letter. 
She also requested a copy of the Trust Certification. When I reminded her that US Bank must already have a copy since they opened a Trust Account, she said it was procedure. 
They kept putting up needless roadblocks and making it incredibly difficult for a XXXX XXXX XXXX to close an account as I wanted. They refused to explain why the letter I submitted closing the account was not sufficient, even though it was exactly to the specifications of their own website. 

I just want US Bank to honor my letter- which followed their website instructions exactly - and close the account. If they till refuse to do so, I want them to explain why my letter is not sufficient. 

Thank you, XXXX XXXX XXXX

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