Consumer complaint received 2022-03-11
Company: U.S. BANCORP
State: AZ
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/2022 at XXXX pm I was at US BANK located at XXXX XXXX + XXXX, inside the XXXX XXXX. I was there to make a cash deposit of {$2700.00}. There were only 2 agents working, a man and a woman. After I handed the cash to the male agent, the agent started taking the money to the back room. I stopped him and told him to count it here and pointed to the counter directly in front of me. The agent set the money down and continued to go to the back room. He brought out the money counter and set it on the opposing wall across the room. He walked back, snatched the money, spun around and was loading the machine with his back to me before I could say anything. I already stopped him from carrying off the money once. I did not think I would have to do it again. His back was to me the entire time at the money counter. I could not see my money, his hands, arms or the money counter. When he turned around, I asked for the count. He said can I add it up? I said go ahead. Then he went into his office and sat at his computer. A few minutes later he emerged stating there was {$2600.00}. I said I gave you {$2700.00}. This entire time his sleeves were almost down to his wrists. He then gave the money back to me to re-count while he went into the back room. When he came out his sleeves were rolled up to his elbows. I still needed to make a deposit but both employees refused. I was told to go somewhere else. My suspicion is he put {$100.00} up a sleeve then stashed it in his office or in the back room. The cameras will show I pointed to the counter between us to count the money but he did not do it. Since he did not count the cash where I told him to, I am expecting {$100.00} to be returned to me. Here is the branch manager 's reply : XXXX, XXXX XXXX XXXX Tue XX/XX/2022 XXXX AM The incident has been reviewed and you received back all the funds that you supplied. It is clear to us that there was no shortage of funds. My reply : That's rather vague considering there are XXXX aspects of the complaint. Keeping {$100.00} is only 1.The US bank agents flagrant disregard of my terms for counting the money should be enough for a reimbursement. The camera 's show I told him not to take the money away, but to count it " right here '' as I pointed at the counter top between us while he was looking at me and listening to me. After that once he left with the money and turned to go to the other side of the room, keeping the money from view, was as good as stating the count is as I say. Is it US banks policy to disregard a customer 's wishes when they demand to have their money counted in front of them? Is it also US bank 's policy to tell cash depositing customers to go somewhere else when the original amount isn't there? {$2700.00} or {$2600.00} I still needed to make a deposit but was denied by both US bank agents. Whether you want to admit it or not, walking off with my money after I say not to, is a problem. Any trust in that agent is gone. If you try to walk with my money and I tell you not to, but you're going to do it anyway, don't you feel an obligation to tell me your intensions? Wouldn't you think after setting the counter up on the opposite side of the room that he would at least not let me lose sight of the money and stand to the side, so he could pretend that I could see what he was doing from across the room? Since I didn't notice any camera 's pointing to the area where the agent counted the money, how did you come to the conclusion that none was taken? Bankers reply : XXXX, XXXX XXXX XXXX Fri XX/XX/2022 XXXX AM Our cameras did capture the transaction and when reviewed by our security it was clear that you received back the funds you supplied. I will use your experience in the coaching of our banker. 
My reply : Unfortunately, I don't believe there are enough cameras to capture the full event. All of my concerns have not been addressed and I have yet to get an apology or compensation. Therefore, I will be passing this to your superior.

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