Consumer complaint received 2025-01-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Unable to open an account
Company: U.S. BANCORP
State: VA

Complaint narrative:
XXXX. My complaint : I have been waiting 30 plus days on approval for a US Bank Smartly checking account. Typically, the process takes less than 10 days. My savings account took less than four hours for approval. I was sent a postcard ( attached ) that stated if I applied do nothing. If I did not apply, I was advised to telephone the number on the postcard. I did nothing because I applied. After 30-days, I received a letter ( attached ) from USBank ( dated XX/XX/XXXX ) which stated I was to telephone US Bank to verify that I applied for the checking account. Confusing, yes. Again, the postcard said do nothing. US Bank had also linked my external personal account to the proposed US Bank checking account to fund as they did to fund my US Bank savings account.

In addition, I also believe that since I filed a recent CFPB complaint for these same Smartly accounts, as being a pyramid scheme/scam, they are now retaliating against me by delaying approval of my recent checking account application that I applied for over 30 days ago even though the process is the same for their Smartly savings account, which was approved within hours of applying on a none business day. I believe this is retaliation for my CFPB complaint.

The current USBank Smartly applications guidance misleads the consumer and promotes potential employee identity theft of current customers and potential customers of confidential information. In my initial conversation with US Bank, the employee wrote down my SSN, which makes me reluctant to call them again. I hope this is not a normal occurrence.

2. The PROBLEM I applied for the US Bank Smartly checking account and I still have not received approval for it. After submission on XX/XX/XXXX, I received an email stating my application was under review. I later received a US Bank postcard ( see attachment ) stating to do nothing if I applied. It also stated, If I did not apply for the product call the XXXX # listed on the postcard. 

I did nothing because I had applied. After two weeks with no word, US Bank solicited me while online to apply for the same checking account again, so I applied. Again, I received the same email response and a similar postcard ( see attachment ).

The process for the checking account is the same for the savings account ( attachment ). Yet, I was approved for the savings account within hours on a none business day. Also, three days after applying for the Smartly credit card, I was approved for a high line of credit. I would think the credit line would have been scrutinized more diligently than the checking account, but it was XXXX without harassment. Yet, after 30 plus days, I am not approved for a checking account. The difference, I filed a CFPB complaint. 

Now after 30 plus days, US Bank has sent me a letter by mail ( see attachment ). They want me to call them for verification that I applied. Why? Both post cards said do nothing. This is harassment. How about I sign the letter and send it back? That was not an option.

3. How US Bank knows I personally applied for the Smartly checking account : The application itself I linked my personal external account to US Bank to fund the initial checking deposit, which is the same one used for the Smartly savings account they approved within hours of applying. 
They sent an email to my personal email account stating the product was under review. 
I submitted the application and did nothing per their postcard directions. 
A CFPB complaint ( # XXXX ) verified it on another matter. 
I did not call to state that the checking application was a fake per their postcard directions. 
Two US Bank employees called me about the one-star feedback I provided, but they stated they couldnt assist me with my concern. It was different department. Bureaucracy at its best!

I also communicated via email with two of their employees : XXXX XXXX ( US Bank executive ) and XXXX XXXX. No assistance here either. Bureaucracy or just doing their job, nothing, surely not helping the CUSTOMER. 

XXXX. Why I am reluctant to call US Bank : The only listed way to contact US Bank with a concern is by telephone. They have no mailing address, online chat, or secure messaging like many financial institutions. I believe US Bank intentionally promotes potential internal employee identity theft of current customers and potential customers confidential information because when a customer calls US Bank for assistance, they are required to provide their full SSN or Dob or both. In my initial call, the woman physically wrote down my full SSN ( tape recorded ). This process is antiquated and it promotes internal employee identity theft opportunities ( to many hands in the pot ). How do I know this : I worked for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  have been dismissed using customers confidential information for ill will. Recent history has shown US Banks employees ( being human ) have also been motivated to do unscrupulous acts.

5. Again, why the harassment and why the delay for approval of similar product and service ( checking ) that was previously approved within hours ( savings )? The only difference : I filed a CFPB complaint for these same Smartly accounts stating I believe they are pyramid scheme/scams whereby US Bank intentionally limits the ability to meet the requirements for their marketed cashback and dividend capabilities. I still believe that and its now on record.

6. I await US Banks bureaucratic patronizing antiquated laminated pass-the-buck excuse on why they do what they do, but provides no direct customer service or assistance. However, in the near future, their shenanigans most likely will result with them providing injured parties free credit report monitoring services due to internal hacking, which no customer wants to hear. So, I will continue to voice my concern through any external agency I deem useful to combat their continued shenanigans.

Resolution : Approve my Smartly checking account.

I followed US Banks Smartly guidelines when applying for their Smartly checking account and provided a funding vehicle. Yet, because they are making up the rules as I go along, I still have not been approved. As a consumer, I need consistent guidelines. US Bank provide the

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