Consumer complaint received 2023-12-06
Company: U.S. BANCORP
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XXXX, I deposited a check for {$860.00} to my checking account at the XXXX XXXX XXXX XXXX. I also requested {$500.00} cash at the time, resulting in a net deposit of {$360.00}. The teller, XXXX XXXX, gave me the receipt upon completion on the transaction, but I did not initially review it. 

On the evening on XXXX, I reviewed my transactions online and realized the {$360.00} deposit was not showing at all. 

I looked at the deposit slip and noticed that XXXX XXXX somehow deposited the funds to someone elses account in error. My account ends in XXXX, and the funds were deposited to an account ending in XXXX. Not even close. Please see the attached deposit slip for additional details. 

On XXXX, my son assisted me and we went to the XXXX XXXX XXXX branch at XXXX to speak with a personal banker and resolve this bank error. Upon entering, it should be noted it was extremely warm and uncomfortable. I observed the thermostat was at XXXX degrees. I asked to speak with a personal banker. The response from an employee XXXX XXXX, was that I could get in line and speak with him at the teller station. After a XXXX minute wait, I spoke with XXXX. It is also worth mentioning that XXXX wore a faded XXXX logo brand red shirt. No U.S. Bank logo, and certainly not a dress code I expected a personal banker would have. 

I explained the situation to XXXX, who confirmed the error was human error by the teller XXXX XXXX. Apparently the person that received the funds was named XXXX At the time of the deposit on XXXX, both the account number and the customer information/name on the computer screen should have been checked. Multiple serious mistakes were made. XXXX called over his manager XXXX XXXX, who was not wearing a name tag. XXXX confirmed the error to, and provided me a receipt ( attached ) that was poorly written and not exactly official. She stated that XXXX was new and mistakes happen, but he did not appear to be receiving training when I made the deposit, nor have I experienced this issue in XXXX  years. My son has worked at U.S. Bank for 7 years and never experienced that. 

Asking about what can be done to compensate the trouble and anxiety and stress I faced, she only provided her apology. I asked how to file a complaint, she said in the U.S. Bank website. I called where exactly, and she didnt even knowbefore leaving, I asked why it was XXXX degrees? I am XXXX XXXX XXXX and XXXX and stood at the teller window XXXX minutes leaning on it. She said they had no control over the temperature. Odd. 

As of now, the funds are still pending to be received into my account. This has been such a frustrating experience, and extremely concerning the way it was handled and the mistakes that were made. It is also quite concerning how unprofessionally dressed the employees are, and a manager not wearing a name tag seems extremely strange.

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