Consumer complaint received 2024-01-30
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
US Bank Customer Service is horrible leaving me feeling unsafe to keep any funds in my account. If this does not go well I will take legal action against the bank for the lack of consumer protection and damages that went along with it. 

I purchased a product for my business around XX/XX/XXXX for roughly {$2200.00}. The supplier for my {$2200.00} product canceled the XXXX tracking number and the delivery was excessively late so I called US bank for a refund/provisional credit. They provided the credit but never mailed me the documents to fill OUT ANY PROVISIONAL CREDIT information, which US Bank reverses if not filled out. First lack of consumer protection. 

The supplier used a cheaper delivery service that does not have any tracking numbers and the product later showed up. Now I have the provisional credit and product. 

I call US bank to notify them of this immediately and to reverse the funds to the supplier. The banker tells me this can not be done and the case is closed. The banker even tells me to just keep the money. At this point, I am under the impression based on what I WAS TOLD BY MY BANK THAT THE CASE WAS SETTLED. 

I call my product supplier to tell them that my bank can not fix the issue and the matter is resolved. So to pay the supplier we create another order based on the information I had from US Bank. 

US Bank later reverses the first transaction and I call to ask why? Customer service does not tell me its because the provisional credit paperwork hasnt been filled out but because it wasnt decided in my favor and they can not assist me and I am out of luck. So now Im paying $ XXXXdouble for 1 order! 

I demand for 1.5 hours on the phone provisional credit on the second order and to date have yet to receive provisional credit documentation for either. During this time I finally find out that the only reason the first order was reversed is because I didnt receive the provisional credit work to fill out! So all this confusion with customer service caused 2 provisional credits and an additional order that was unnecessary for an ongoing complaint for a month. As a business I have not been able to deposit any money for a month due to feeling UNSAFE. 

If this second provisional credit gets reversed. My bank account will go {$2200.00} in the red and the supplier will get paid $ XXXX for one order and I will be expected to deposit another {$2200.00} to my account so its not in the red. So I will have paid {$6600.00} for {$2200.00} order because US Bank customer is a fraudish nightmare of a company to bank with. I request calls from US bank and they DONT CALL ME. 

In closing, i want to speak to someone high up at US Bank and file a complaint against every customer service person Ive spoke to except 1 person. Every single one has failed to give me any relevant information that wouldve prevent all of this and I am done with US Bank after this. And again will take legal action as well if needed.

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 monetary relief