U.S. Bank, COTTON AND BELL ROAD SAFEWAY BRANCH

I ABSOLUTELY HATE THIS BANK!
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by stephiemccray, Mar. 15, 2016

An account was opened for my son when he was a teenager since he started working a part time job. Upon him turning 18 we went into a branch office to have my name taken off of his account since he could have the account in his name only now that he is an adult. Well, that never happened and of course there was no record of us coming in to get my name off of his account.
A couple of years later his debit card was stolen at a school event and he called the bank and reported it. The fraud report was completed and the bank denied the fraud claim stating that the dates didn't match up. None of this was sent to me so I had no idea the fraud claim was denied or why. Months later I receive a letter mailed to my address stating that I owed over $200 and it was sent to a collection agency as a delinquent debt. Mind you, I never received anything prior in MY NAME from US Bank until after it was sent to a collection agency. I spoke with a person from the collection agency and explained to them what occurred and they told me I had to go into the actual branch location to get assistance. I went into a branch office and spoke with someone about getting the fraud claim resubmitted. They couldn't help me and called the collection agency again and I had to speak to the same person on the phone while I was there at the branch location to get it resubmitted. (So much for not being able to help me and my having to go into an actual branch location to get some resolution of the matter).
I called the collection agency a couple of weeks later asking about the paperwork they were supposed to send to me and they sent it to a wrong address. I then had to request for it to be faxed to me. After having it faxed I then had to scan it and email it to my son for him to write out what occurred. A couple of weeks later, I then get another delinquent debt letter from the same collection agency, authorized by US Bank for a charge of $55. This new charge was due to my son having it set up for $25 to go from his checking to his savings account prior to the fraud claim being submitted. Since the fraud claim, the account was closed and no money was going into the account, yet they kept charging fees for the savings account not having a minimal balance in it and transfer fees of the $25 from checking to the savings account!  I had to call the collection agency back and dispute this new charge on an account that is closed with a fraud claim on it. They then told me I had to call US Bank and inform them (since they obviously don't speak to one another). I was transferred 4 times before someone could assist me. Then I was transferred to the fraud dept to try and find out the status on the fraud claim that was resubmitted and the call hung up on me. I had to call back and was on hold, waiting for 19 minutes. I have never experienced such a run around and such a high level of incompetency and horrible customer service. I would recommend to anyone not to use this bank. My account, thank God, is with another bank. Again, the only reason I have had any dealings with this bank is because of my son having opened up his first account when he was a teenager with this bank and then it was only opened because it was close to home and his high school.  

* this reviewer has be with this bank for 1 - 3 years
* this review was made on U.S. Bank, Cotton And Bell Road Safeway Branch at Surprise, AZ
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