Consumer complaint received 2023-12-07
Company: U.S. BANCORP
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I went to the US Bank location in XXXX XXXX, NV to cash a check. After I cashed the check, I wanted to put a portion of the money into one of my checking accounts. Instead of going back into the bank, I decided to use the drive through ATM to deposit {$2700.00}. When I put the cash into the machine, I received an error code and the money was not deposited into my accounts or given back to me. I immediately parked my vehicle and walked back into the branch and explain what had just occurred to one of the employees of US Bank. The employee informed me that it was a new ATM machine and some other people had some issues with it as well. She informed me that the branch manager would take a look at my request and expedite the funds into my account. That would take about 2 days before the money would be available to me. After 2 days, the money did appear in my checking account. Fast forward to XX/XX/XXXX and I noticed on my mobile banking app that the checking account I had closed a couple weeks earlier had reappeared on my app dashboard with an amount of - {$2600.00}. After calling US Bank 's customer service, it turns out that US Bank launched an internal investigation into the dispute and the funds they had given me were " provisional '' funds. The investigation came to the conclusion that I had only deposited {$100.00} into their ATM machine. They came to this conclusion by counting the machine and stating that the amount of {$2700.00} that I stated I deposited did not match the amount of money they counted in the machine at the end of that business day. According to US Banks customer service, I owed US Bank {$2600.00} to make up for the " provisional '' funds they had gave me. After I was informed with this, I stated that I wanted all the documentation on their investigation, all the video footage they had of me, all the error codes they had one that machine that day, and much more information. The US Bank rep informed me that I needed to send an email to XXXX and that they would send me everything I was asking for. I then went physically into XXXX XXXX branch and spoke to the same employee who cashed my initial check and filed the dispute for me to receive my funds. She tried to get her branch manager involved but the manager was on the phone the entire time dealing with another situation. I was told that they both would look into this matter and get back to me by end of day on XX/XX/2023. After not hearing anything back from XXXX for 4 business days, I sent a follow up email on the morning of XX/XX/XXXX asking again for them to send me all the information I had previously asked for. On top of that, I received a phone call from the employee at XXXX on XX/XX/XXXX stating that her and the branch manager still didn't have any answers for me and that I would hear back from them early in the week of XX/XX/XXXX. In that same phone call, the employee started asking me what I did with those funds and why I moved them along with why I closed my checking account down. The reasoning for closing the account was due to the fact that my wife opened her own US Bank account and we transferred some of the funds from my account into hers. When you don't have at least {$1500.00} in your account, US Bank will start charging a monthly maintenance fee which didn't make since for me to continue having that checking account open. It is now day 6 of finding out about this investigation and seeing an over withdrawal in my account with no one from US Bank able to provide with with anything I have asked for other than informing me that I need to replenish the {$2600.00} that they expedited to me. On XX/XX/XXXX, I received a phone call from US Bank 's XXXX XXXX branch stating that their department and the third party that investigated this claim were no longer moving forward with their investigation and that they were stating that I only put in {$100.00} as their final verdict. Still no documentation was given to me as of XX/XX/2023.

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 non-monetary relief