Consumer complaint received 2025-06-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: MO

Complaint narrative:
Formal Complaint Against U.S. Bank Repeated Card Freezing, Denied Access to Funds, Mishandling of funds. 

They have restricted access to my online account, so I am unable to obtain the account number associated. 



To Whom It May Concern : I am writing to formally file a complaint against U.S. Bank regarding an ongoing and deeply distressing experience involving mishandling of fraud claims, repeated unjustified card freezes, denial of access to my personal funds, and severe customer service failures.

Over the past several months, my U.S. Bank debit card has been repeatedly and unjustifiably frozen, resulting in public embarrassment and inconvenience when purchases are declined. Each time this happens, I have had to call U.S. Bank and wait on hold for XXXX to XXXX minutes, often only for a representative to temporarily unlock the card, allowing only XXXX transaction before it becomes frozen again. 



While I have experienced fraudulent activity on my account, I have diligently reported this to U.S. Bank. However, they routinely deny my fraud and dispute claims. One key example involves a charge of nearly {$300.00} from XXXX or XXXX for selling concert tickets to an event I never attended, after paying almost {$400.00} for the tickets. This was a an invalid charge, yet my claim was denied without proper investigation or explanation. First, it was denied for a piece of paper. I did not sign that I never received in the mail when I advised US Bank of my mailing issues with receiving the US postal mail they refuse to accommodate me in anyway, and then finally took the statement over the phone again and then denied the claim stating it was a valid charge. This is just one among others.

Furthermore, my bank card was stolen, and when I asked about filing a police report, U.S. Bank informed me that it was unnecessary. After this incident. Finally, I had only {$50.00} left in my accountmy last remaining funds at the timeand yet U.S. Bank refused to unlock my card to allow me to access my money. Despite multiple calls, supervisor escalations, and even contact with their XXXX department, they have withheld my money for almost XXXX weeks and have since closed my account without any explanation. 



They now claim they are mailing a check for the remaining {$50.00}, but the delay in access to my own funds has caused hardship. I believe this treatment is unjust, negligent, and potentially in violation of consumer protection standards for banks. 

I am requesting the following : A formal investigation into U.S. Banks handling of my fraud claims, disputes, and account access, refusal to access my money, and their fraud Dept A review of their fraud departments procedures and the legitimacy of account closures and fund withholding.

Compensation for the emotional distress, financial hardship, and time wasted dealing with their customer service departments. 

Re-evaluation of the denied fraud claim for the XXXX XXXX XXXX 
U.S. Banks failure to appropriately handle my account, properly investigate fraud, and provide timely access to my funds is unacceptable. I appreciate your attention to this matter and look forward to a fair and thorough resolution.

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