Consumer complaint received 2021-03-17
Company: U.S. BANCORP
State: UT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I tried to deposit $ XXXX in cash. Now I have to wait 10 days for the money. I thought I was depositing {$500.00}, but I truly do not remember if it was {$400.00} or {$500.00}, and the branch has stated that they think it was {$400.00}. 

I went to the ATM to deposit {$500.00} in cash to make a time sensitive transaction online. My friend drove to a US Bank in XXXX to deposit some of the money I needed, and I drove 10 miles to go to this one to deposit {$500.00} in cash. 

I walked by the tellers, and put the money into the ATM like I always do, and waited. It was taking a long time, and I looking at the machine. Then I saw a sticky note on the top of the machine, " ATM is not taking cash deposits ''. I thought I may be XXXX, but little did I know the extent. I received a receipt that stated " A machine error has occured and we are unable to credit your account or return some of the items you attempted to deposit. Please contact XXXX so we can assist in the return of these items. '' I told the teller about the problem, and he kindly ignored me. There were no customers at the time. I then called the XXXX number that was on the receipt. I had to listen to the recorded message, " If you are calling about a stimulus payment .... '' why any bank would subject their customers to that message is beyond me. They will make 98 customers listen to a useless and long message to weed out 2 calls.

After 3-5 minutes, someone finally got on the line just as the teller decided not to ignore me anymore, and came around to speak to me. So I mistakenly told the phone banker I was getting help. The teller said they can determine how much I put in, and credit my account. Great.

I waited for that to happen, and after 10 minutes, the same teller told me to call the number I had called before. I did this, and had to subject myself to that XXXX  recording again. 3-5 minutes later, an online banker got on the phone and told me I would have to wait 10 days for my deposit. 

It is my expectations that the bank reconcile that ATM at that moment. It is my expectation that the branch and the bank do whatever they can at that moment to rectify their mistake. They didn't. 

The ATM Machine should have been turned off. It was still doing withdrawals, but the pain of cancelling one deposit, ( and because there was a note there, it must have been two deposits ), is so great that the inconvenience of having their customers deal with the tellers for their banking should have overridden the decision to keep it running. 

When a deposit of {$500.00}, or even just {$20.00}, is not handled, the bank tellers should do everything to handle the situation. There was no manager there. The teller should have said, " Wait here while I call the region manager. '' When I walked by the tellers to go to the ATM, they should have stopped me and asked if I was depositing cash. The tellers just watched this train wreck happen. 

I asked the tellers for the region manager 's name and number, and they said they would not provide it. They gave me the branch manager 's card. 

US Bank did an awful job of taking care of this situation. I am stuck with them for a few weeks, but I will be leaving them shortly. 

I called US Bank to get this issue resolved. I wanted to complain to the region manager. I talked with XXXX XXXX, and she would not give me a region managers number. She suggested that the only solution was to talk with XXXX XXXX, the branch manger. I want XXXX XXXX reprimanded, so calling her to reprimand herself is not very useful. 

I then called XXXX XXXX, and she basically said there is nothing she can do. She said the bank must keep the ATM machine running even though it is eating cash deposits. 

I believe that US Bank 's policy of keeping non functioning ATM 's that are eating cash deposits, with no receipt, is a major policy error.

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