Consumer complaint received 2022-02-28
Company: U.S. BANCORP
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My mother in-law was recently diagnosed with XXXX XXXX XXXX after she went for a possible XXXX scan on XX/XX/XXXX. She wrote out a check to me, and my wife 's brother for {$3900.00}. We have 4 kids and a hectic schedule given the circumstances and my mother in-law wanted this money out quickly. She only had 3 checks and no more checkbooks left, and she has struggled with writing for a month now. She wrote me 2 separate checks so that I was able to mobile deposit ( limit of {$2500.00} ) so she had changed the amount from one {$3900.00} check to 2 separate ones- {$2000.00} and {$1900.00}. The checks were scribbled on, however my brief XXXX search made me think some banks would accept it and some banks wouldn't. Her brothers check was accepted just fine, and after my first deposit of the {$2000.00} check I received a call from my local bank manager on Friday, XX/XX/XXXX asking about the check even though it was already cleared in my account from my end. I explained the situation and he simply understood and started talking about how much money I could have received if I had a cash back debit card instead. 
Since I explained the situation to my branch manager and he seemed unconcerned, I deposited the second check ( {$1900.00} ) under the assumption everyone was on the same page. Both deposits have come out of my mother in-laws account and are still out today. 
Saturday, XX/XX/XXXX my card declined at a local store. I went into my branch and they issued me a replacement card- that still did not work. They told me I should wait until Monday since they couldn't understand the situation. I then called the XXXX number for my bank to which I was told by 3 separate people that my local branch was the only one who could access it, and to follow up with them on the next business day. 
Today, XX/XX/XXXX, both my wife and I attempted to meet with the branch manager as instructed. We were greeted by a regular employee who claimed he could not see anything on his end and they shouldn't have told us to come in. 
We called the customer service with him present and stated we were at the bank as directed and were told this wasn't the case. The rep phone seemed to act like he couldn't comprehend simple, straight forward questions as to what was going on, who was " reviewing '' it, and when we could expect to get some answers. He then repeated this to our branch rep on speaker, and requested that our branch rep take my wife 's phone off of speaker so he could tell him something privately regarding our own account. After the phone call, our rep revealed he was still learning and only 3 months into this position, wrote our contact info down for his manager who was currently in a meeting. He said that she was going to send an email to someone and attempt to escalate the issue. 

My main concern with all of this is that I feel I was blatantly lied to, and also led to believe that there were no issues pending my deposit of the second check. If the original phone call in regards to the first check seemed like there would be any issue, I would not have submitted the second check. Now I have anything but answers regarding my own money, which includes mine and my wife 's joint tax return, Rent due in 24 hours, my state tax return still set to be deposited into this mysterious frozen account, and what I have come to realizes is the large chance to have my only account closed and labeled as fraud. Unable to plead my case whatsoever and overall feeling scammed myself.

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