Consumer complaint received 2023-11-10
Company: U.S. BANCORP
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Hello, I deposited my XXXX check into my new bank account at US Bank on XXXX XXXX & the manager helped me! He told me there would be a {$200.00} release immediately, & the rest of the amount would be deposited today XXXX XXXX. We discussed the issue & I explained that I must pay my mortgage & on time & how serious this is to my future, & also how my power will be shut off in days, & he said there would be no problem, {$200.00} was released immediately, & the rest would be available the next morning. He made the deposit. Then, I dont have a debit card yet, the account is only a few days old, so I asked if I could withdraw {$100.00} with him, & he said yes & withdrew & gave me {$100.00}. We discussed how I only take XXXX, so I made sure the {$100.00} would be available for funds, & again, I was told yes it would be. 
I take XXXX from the bank & order XXXX XXXX with my account. Then I look into my mobile app, & my account is {$190.00} negative, & I am completely concerned as I have never used the account until I left the bank that day, & where I made a {$2500.00} deposit, leaving me with {$100.00} in my accnt, & withdrew {$100.00}, as {$200.00} was released & the rest would be today. 
I immediately call US Bank & the first employee informs me the total amount of the check was put on hold, & no funds were ever released & no {$100.00} deposit was made, & the {$100.00} withdraw the manager made put me overdrawn & overdraft fees I was charged {$36.00} for that, while I WAS IN THE BANK! 
I was never informed of any fees on this withdrawal or that I had insufficient funds when the withdrawal was made by the manager. Then, my XXXX XXXX and my XXXX XXXX were also tallied onto the negative balance and all transactions got fees, & that was how I was {$190.00} negative! Within hours of making a first deposit to my 2 day old account that I had never used until I left the bank that day! Where the bank manager told me {$200.00} would be released immediately & the rest would be the next day. 
I have never heard of anything like this is in my life, & I do not even have a debit card, and the reason why he made the withdrawal for me. I explained to her what happened and she waived one fee from the XXXX dollar withdrawal, & that I needed to contact another department who would handle it from there. 
I immediately contacted that department who informed me that they were not familiar with Branch procedures, and that the branch manager did not know that there was going to be a hold placed on it, & that he was overridden afterwards by a back department. Only the branch manager I was told could handle it and take off the hold, and fix my account, and that she sent the manager an email detailing everything and that I was going to be calling or going into the branch this morning! 
When I called the branch this morning, I was told the branch manager was not in today. I asked to speak with whoever was in charge, and another woman got on the phone and explained to me that he did believe that {$200.00} was released and that the rest of the funds would be available this morning. She explained how employees are unaware of another departments procedures & that they would place a hold on my checkand now the hold can not be lifted by himself! There is a 7 day hold placed on my XXXX benefits, my account is {$150.00} negative, on an account I have had 2 days, & was told by the branch manager {$200.00} was released & the rest would be available today. I was later told that when the branch manager made the withdrawal, the funds were available, but immediately after he made the withdrawal, another department then put the entire check on hold, & so the withdrawal he made for me made my account negative! How is it legal that a branch manager can tell a customer information about transactions in their account, then withdraw from an account with no available funds, never informing the customer who is completely unaware of any of this activity, which leaves the customer to pay monetary consequences because of this information? 
I am outraged that my new bank branch manager can tell me information about my account of any kind that is not accurate & /or expires period.I am wondering if thats ok that this wrong information given to me about my account, & a withdrawal made by the branch manager himself could put me overdrawn in the negative and incur such fees on a two day account that I had never used, but when I left the bank, being told I had funds available? It doesnt matter that he believed what he said was true, or if it was true at the time, because regardless, it was wrong information. There was no money or funds available in my account & the check was not deposited into my account the next day. So what he told me was happening with my account, is not what happened period, & therefore it can not be the correct information. 
The lady that I spoke to when the branch manager was not available, kept explaining to me what happened. I know exactly what happened as I am the person it happened to. I am not debating what happened. I am asking how what did happen is appropriate business conduct & acceptable procedure for a customer? 
Now, I will not receive my XXXX benefits until the middle of the month, & I will not receive the full amount due to this issue from the start. 
I will be even later paying my mortgage and bills. All of the fees will increase from before, I will be further in debt, & Im sure my credit score will be affected. 
All of these consequences & I have done nothing wrong literally! This is unacceptable treatment to me & just not right to do to someone. My power is going to shut off in days, & I am trapped at my home with no money to XXXX or for food while my benefits are on hold. I cant imagine this is ok. I feel uncomfortable going to the branch, and I dont trust what the employees state to be true information about my account because that information could be wrong after they tell it to me. I am concerned that my account will not be handled correctly because of this issue, & the employees will not help me appropriately now. I dont feel this bank has my best interest in mind. I am having a letter written to XXXX XXXX from USBank explaining this bank procedures & why I will be late making my mortgage payment at such a critical time. 
Id also like to ask in your wisdom, if the situation of a branch manager giving incorrect information to a client about transactions in their account is ok practice to do, whether they knew the information to be correct or not? I feel like a bank employee giving a client information about their account should know if it will be correct, & not able to be over turned or made wrong by another department & I am being taken advantage of. If theres any knowledge or advice anyone has I would greatly appreciate it. I am very concerned that I can not trust what information my bank manager tells me cause he doesnt know what another department will say! I cant imagine its legal practice for an employee to make a deposit into your account making {$220.00} available, then withdrawing {$100.00}, while having no knowledge its being overridden by another department who holds the entire amount, making no funds actually available, to put you overdrawn with fees from the {$100.00} the very employee withdrew themselves? I dont believe that this could be legal practice!

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