I have a credit card with them for cash back on utilities, and their customer service is awful. For example it takes a lenghty phone call to do anything, in contrast to my primary bank where I can just leave a written message in a minute or so and they respond asynchronously. I also heard from someone who worked with US bank for institutional banking services that they're just as awful there, as well as frequently causing problems for this person's employer's customers, who were mostly low income.

US Bank is way behind in tech though. You need to get in touch with one of their agents for anything. Like I'd love to have a human agent when I need one but for regular tasks, I'd rather use a Web or Mobile App that let me figure things out.

I am with US Bank for 20 yrs... they will not do dark stuff Chase does, but they are really not competitive. I don't want to change them because others are not significantly better.