Consumer complaint received 2023-06-05
Company: U.S. BANCORP
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, GA XXXX XX/XX/2023 US BANK XXXX XXXX XXXX XXXX XXXX and/or Office of the president, Dear Sir or Maam, I received your mailed response on XX/XX/XXXX. I would like to discuss further somethings that were mentioned in your response to me. First in regards to the check that was deposited in error and from my wrong account, I apologize but I accidentally deposited that check into my US Bank checking account ending in XXXX from my XXXX XXXX account that was closed instead of my active XXXX XXXX account. That was done in error and when I caught it I immediately contacted US Bank to have them stop the check but was told by US Banks 24 hour banking dept that they had no way of cancelling that deposit and I fully explained to them the error that was made. The agent still wasnt trying to be of any assistance in contacting a higher up department to see what could be done in this situation. I did not intend to deposit that particular check. 


I also feel like after Ive expressed to XXXX as well as every agent Ive spoken to in regards to the check fraud claim that I am experiencing a real financial hardship because of me not receiving my cashiers checks from US BANK which has since caused me to become behind on my mortgage, my auto loan and other bills and has since affected my credit score and could cause other long term affects. I did not cause this issue and I feel very saddened that US Bank would allow this to continue to happen to me when they have all the ability to provide provisional credit while this check claim is still being worked so that Im not caused any further hardship. The fact that you stated in your response to me that you would not offer me a credit knowing very well you could is very disheartening and frustrating to me. So I would have to absolutely disagree with you when you say US Bank delivers an exceptional level of service. Because every time I contact the fraud Liason dept. the agents never know how to address my concern when Im very clear to them what the purpose of my call is about. Either Im left having to argue with the agent back and forth about the reason Im calling and because they never want to get management to the phone when I request a supervisor or manager. Or Im constantly being transferred to XXXX voicemail as if shes the only one that Im allowed to speak to as a customer calling in to discuss business. She never return phone calls. Or the agent doesnt know how to reach the XXXX Department to get the most up to date status of my claim. Or the call is disconnected by the agent on me. This has been a horrific situation and US BANK fraud Liason dept has not made the situation any less stressful. I am experiencing a hardship here because of me not receiving my checks from U.S Bank and is causing longterm affects on my credit and payment history. To receive a response that provisional credit wouldnt be honored after it was promised to me is not a sign of showing exceptional service. 

I am deeply saddened by US Banks response to me and how long it took to even receive a response. Also I do believe that the response was suppose to be given on the XXXX website but Ill be sure to contact the agent there and send her copy of the letter US Bank sent to me letting her know I am still not satisfied with the stance US Bank has chosen even in the midst of me expressing that this situation has caused a hardship for me yet nothing has been done to relieve or rectify that. I will also be reaching out to the Consumer Financial Protection Bureau as well as the FDIC to get the official policy on cashiers check claims. 

Respectfully, XXXX XXXX

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