Consumer complaint received 2026-06-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: U.S. BANCORP
State: CA

Complaint narrative:
I am filing this complaint because U.S. Banks account-control failure and incomplete remediation have caused ongoing disruption, lost interest, fees, and substantial time. No funds were stolen. This is not a simple fraud-loss claim. The issue is that U.S. Bank allowed unauthorized or incorrect phone numbers to become associated with my accounts. First an XXXX number and then an XXXX number appeared on my accounts. Because of this U.S. Bank required me to shut down and replace my bank accounts and debit cards around XX/XX/year>. The remediation was not completed properly. XXXX months later, U.S. Banks system still routes me repeatedly back to fraud prevention and indicates that an old debit card may still be active, even though I was told in XXXX that old accounts/cards were closed. I have spent hours being transferred between fraud, wealth management, trust concierge, and other departments, with no one able to resolve the underlying account-control issue. A second issue is the replacement money market account. Before the forced account closure/replacement, I had opened a U.S. Bank Elite Money Market account with preferential/relationship rate treatment. I believe the promised rate was approximately 4.25 % to 4.75 %. At minimum, my statements show the original money market account ending XXXX earning approximately 3.64 % interest / 3.75 % APY before the forced transfer and account closure. The replacement money market account ending XXXX is earning only 1.00 %. I was told the replacement was the same type of account, but the rate treatment was not preserved. This has caused financial harm, including lost interest, fees, rejected or disrupted payments, and substantial time spent attempting to resolve problems caused by U.S. Banks own account-control and remediation failures. I estimate at least {$5000.00} in lost interest and fees, plus approximately {$5000.00} in time spent addressing the issue. I am requesting a remediation credit of at least {$10000.00}, subject to U.S. Banks calculation of actual daily-balance lost interest and confirmation of all related fees and account impacts. I am requesting that U.S. Bank provide : 1. A written explanation of how unauthorized or incorrect phone numbers were allowed onto my accounts. twice! 2. Written confirmation of all phone numbers, emails, debit cards, employee cards, digital-wallet links, and profile access points associated with my personal and business accounts during the relevant period. 3. Written confirmation that all old debit cards, employee cards, digital-wallet links, old account access points, and compromised profile items have been fully closed, disabled, or removed. 4. Written explanation of why the replacement money market account did not preserve my prior preferential/relationship rate treatment. 5. Reimbursement of lost interest using actual daily balances from the date of forced account transfer/replacement through the date the rate is corrected. 6. Reimbursement of returned-payment, late-payment, service, and related fees caused by the forced account shutdown/replacement process. 7. Compensation for the substantial time required to resolve U.S. Bank-created account-control and remediation failures. 8. Assignment of a senior escalation contact outside the standard fraud call-center queue. I have attempted to resolve this directly with U.S. Bank through the branch, by email, by phone, through wealth management/trust concierge routing, and through fraud prevention. I continue to be routed back to fraud even though no funds were stolen and the unresolved issue is U.S. Banks account-control failure, lost rate treatment, and incomplete remediation.

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