I have been a customer of US Bank for many years, initiating in Minnesota, then 5 years ago, from Arizona. I live part time in Prescott, AZ, and part time in Scottsdale, AZ. I have a US Bank Visa, a business checking acct, a personal account, and rent a safe deposit box. I cancelled the Visa today, closed the box down last week, and am in the process of closing down my 2 checking accounts. I did not want to change banks! This is a huge time waster to transfer 20+ autopay accounts to another card/checking account but there were so many things I was unhappy with that I forced myself through this painstaking process.
Here are my reasons:
Recently, US Bank closed their branch which was closest to my home ( in Prescott) and are down to 1 bank out of town off Highway 69 which is very inconvenient to get to compared to the branch that was available before.
I was told I could use the OneAZ Credit Union ATM with no fees which only works for withdrawals. I can not deposit through these. Several times they have charged me for the ATM use at OneAZ Credit Union without crediting me back the $2.50. Again, huge inconvenience to call in every time they fail to provide free access on their ATMs (due to lack of ATM's by US Bank).
I have a home rental business and sometimes have checks over $2500 so using the US Bank app does not work due to limits you put on deposits so it means a drive out to the only branch left in town just to make a deposit. Huge inconvenience to drive to the bank to deposit a check over $2500. I have been a customer for 15-20 years (not sure when I first set up my account in MN) so you'd think I'd have earned a right to deposit a relatively small amount via the APP.
I complained at the main branch on Hwy 69 about the bank closure, lack of ATM's, and the low limits on deposits so they gave me a name of a Vice President to call. I left a message and got no return call. His name was McHale ??? (I've since thrown his card).
I can only assume he didn't want to hear complaints.
The year prior to that, I asked for a Private Client contact (at the branch that eventually closed down) to see if I could get set up and they told me the representative (a woman) would call me... she never called which I thought was very weird considering all the years I had been with the bank in good standing requesting a private client relationship.
Lastly, today when I called to close down my Visa, I asked the representative how I might send an email to list my complaints. Together, we spent several minutes trying to find, under "Contact Us" online how to do this. There is NOTHING on the account page online telling a customer how to write a complaint to US Bank. Even she was frustrated but she persevered and after googling some options (outside of the US Bank account site) found this site for me.
In summary, US Bank has lost my allegiance due to closure of a bank branch, lack of ATM's, limited services on ATM's they say we can use, no deposits allowed at those ATM's, limits on checks deposited on the APP, erroneous charges for ATM's they say I can use at no charge for withdrawals, and lack of return phone calls by officers/private client liaisons. It took a lot for me to leave a bank I'd been with for years and years.
I switched to Chase who has been very service oriented and in the first weeks, has already asked me to meet with the Private Client banker/investors.