Consumer complaint received 2020-01-15
Company: U.S. BANCORP
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Monday, XX/XX/2020 at approximately XXXX XXXX My husband and I went to the ATM at US Bank, XXXX, MO XXXX, attempted to deposit {$900.00} ( 4 - {$50.00}, 5 - {$20.00} and 6- {$100.00} ), the machine started having problems, it spit out {$700.00} of the money and continually tried to either discharge the other {$200.00} or keep it, it eventually stopped and closed up without dispensing the rest of our money. We immediately went into the branch, XXXX helped us, she got her keys and indicated that she was the one who handles the ATM transactions, 2 employees in the branch stated oh no, money is stuck in the ATM again, so this is obviously an ongoing problem. XXXX came back to the counter several minutes later and stated that she could not see anything on this side of the ATM, however she would be the one counting it and that a repair would be done tonight. I asked if I could call in the morning and she stated yes, I said I would call at XXXX XXXX and she said to give her more time than that. This has been the 2nd time that this has happened to us at the same branch, the other time was approximately 6 months ago. 
XXXX called us on the way home and told me to report the dispute to the main US Bank number, I did and received a Dispute # XXXX as confirmation. 
Tuesday, XX/XX/2020 XXXX XXXX I called and spoke with XXXX, who indicated that the ATM had not been counted, there was an emergency, no one had been there to look at this machine, she did not know when this would happen, stated that she didnt have anything to do with the process and that it would have to be handled through the main office. I was dumbfounded and asked why she had said to call after she had a chance to count the ATM money, she got rude at this point and again stated there was an emergency and there was only 2 people working and did not know when she would get to it. 
Main Number for US Bank XXXX Explained that it could take up to 10 business days to receive the credit and up to 45 for the completion of the dispute. 
The more I thought about this, the more upset I became, {$200.00} may not seem like a lot to the Tellers that work at the bank, however to most people it is a lot. The fact that she outright lied and that this is a continual problem with the fact that she treated me disrespectful and rudely trying to make me think I had misunderstood her has prompted me to take this as high as I need to for satisfaction. We have had an account with US Bank for over 5 years, with 0 overdrafts and it does not matter if I keep {$1.00} or {>= $1,000,000} in the account, the fact I choose to put my money in US Bank and then to be treated that way, is outrageous. 
XXXX Friendly and helpful, attempted to transfer call to Supevisor XXXX XXXX, it did ring one time and then I was disconnected XXXX Attempted to help as well and provided the phone numbers for a complaint higher up I have made a formal complaint with the Corporate Office ( XXXX ) and am waiting for the District Manager to call me for a resolution. I have also filed a complaint with the Consumer Financial Protection Bureau and will continually research other options for a timely resolution to this matter. I can be reached at XXXX to further discuss this matter. 
I posted this response to XXXX  on US Banks page and sent a XXXX  message, they responded that someone would call within one business day. 
XXXX/Branch Mgr./XXXX  called and apologized, said there was miscommunication between XXXX and us and asked if there was anything else she could do. 
Filed report with Federal Trade Commission and Office of the Comptroller of the Currency. 
The District Manager did not call as promised.

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