Consumer complaint received 2019-08-24
Company: U.S. BANCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I deposited a second check from my husband 's job for {$330.00} through the XXXX XXXX Mobile Deposit  on the app. This was on a Saturday so my husband and I understood that the funds might not be available until the next business day, which was on XX/XX/XXXX. When the funds didn't come we thought there was a hold on the check since it happened to our first check we deposited through the ATM two weeks prior. Our account is fairly new, however no one verbally told us that all the checks we were going to deposit was going to be put on hold since it was a new account. I have a chase account and I have never had a problem with the account regarding depositing and receiving funds. I contacted the customer service number on XX/XX/XXXX and they told me that the funds were not going to be available until XX/XX/XXXX. I called again on XX/XX/XXXX asking what I could do since it was inconvenient for us to not have those funds. They explained that the funds were placed on hold until XX/XX/XXXX. I had another issues with an account overdraft because I couldn't deposit another check from my husband 's work since I had hit the mobile deposit limit. We didn't want to put in another check that was for {$440.00}, in fear that they would put the check on hold so we deposited it through XXXX XXXX and I went to XXXX XXXX on XX/XX/XXXX to clear those overdraft fees. On XX/XX/XXXX, I called the customer service number and tried to understand what I could do as a customer who needs their funds and they directed me to the bank manager. I talked to her ( XXXX ) and she said that I had to contact the company that gave us the check to see if it was cleared on their end. So I contacted the company that we received the check from and sent her an email with the statement. I called back to confirm that the email was sent and she said yes and that she would send it to Fraud management. I asked if I could contact them to let them know the situation and try to clear the check but she simply said no and that it would take until Saturday or maybe Monday for the check to clear. On XX/XX/XXXX, I called the customer service number in attempt to talk to someone about the status of the check hold and they directed me to the fraud department. The person on the phone stated that I got directed to the wrong number and that all holds on checks were with Risk Management, and that I couldn't contact them since only bank managers could. She apologized that I was told the wrong information and said that there is nothing they could do or I could do and that if my bank manager couldn't do anything then neither can anyone else in the company. She told me that I have been given the wrong information from both my bank manager and the customer service number. It's Saturday and my husband and I both need the funds since we are not in our area for the weekend and planned on using those funds for necessities.

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