Continued: US Bank Screw-You-Overdraft Protection (Part 2)

I did not accept his apology and I got off the phone as quickly as possible. I didn't mention to him that he failed to reverse my incorrect overdraft fee, only because I knew, based on my latest experience with him, that he had no intention of rectifying his mistakes or behavior.

To add insult to injury, the branch manager also called to "apologize" that I felt I had a bad experience, and then proceeded to back up Andre's position and actually offered to close my account over the phone, and bordered on insistent when I said I'd take care of at my own convenience.

Wow.

But, then I got a letter from the CEO office. The photo of the letter is here, and the text is below:

Dear Mr. Fortuny:

Thank you for your letter addressed to Mr. Richard K. Davis, Chairman, President and CEO of U.S. Bancorp. I have been asked to provide you with a response on behalf of Mr. Davis and the other recipients of your correspondence.

Foremost, please accept our sincere apologies for the service experience provided at U.S. Bank's Kirkland branch office. We are troubled by any instance when a customer feels that our personnel failed to deliver on our commitment to service, and your letter clearly details an experience that was not favorable. Our office has provided a copy of your complaint to Mr. Derek Pender, Bellevue Metro District Manager, and we understand that Jamie Cox has recently been in contact with you about this matter.

U.S. Bank makes every effort to ensure that our employees have the tools and support necessary to promptly and accurately address the questions and concerns our customers may pose, and we regret that your visit to the branch did not leave a more favorable impression of our products and services.

As you may already be aware, U.S. Bank has honored your request to opt out of our general overdraft limits for your account, and this designation will remain in effect unless you inform us otherwise. However, we request that you immediately return the original copy of our internal procedure for this service. Please return this document to my attention at our letterhead address. The documentation for U.S. Bank's policies and procedures is proprietary information, and you are hereby notified to not copy or disseminate this procedure.

We appreciate that you took the time to share your concerns, and look forward to the opportunity to better meet your expectation in your future.

Sincerely,
William Williamson
Executive Communications
for Richard K. Davis
Chairman, President and CEO
U.S. Bancorp


cc: Derek Pender, Bellevue Metro District Manager, Jamie Cox, Branch Manager, Kirkland Office

Frankly, I like the apology. It's to the point and it comes from the CEO's office. I do not like this demand to return the OBP procedure document. Hmm. Just how do I inform Mr. Williamson that his precious super secret document is already all over the internet and I intend on making it even more all over the internet just because of his demand?

That's it for this chapter, but I suspect it's not over.

As for the overdraft protection, it took two weeks, but I finally got a confirmation letter confirming that courtesy overdraft protection is removed from my account. Fantastic.

Oh, btw, if you want to write a letter to US Bancorp CEO Richard K. Davis, here's the address that actually got me a response:

US Bancorp, The Office of the Corp. Secretary
Richard K. David, Chairman, President & CEO
800 Nicollet Mall
Minneapolis, MN. 55402

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