Consumer complaint received 2020-08-04
Company: U.S. BANCORP
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
Hello CFPB - I am having an issue with US Bank regarding my checking account I hope you can help me rectify. The issue I am having has to do with several overdraft fees of {$36.00} a piece which US Bank has charged me even though my account has seamlessly stayed in a positive standing. There is a total of 4 fees at {$36.00} a piece that I am concerned of and I contacted the bank manager of US Bank ( XXXX XXXX ) on XXXX XXXX in XXXX Arizona In regards to this matter on XX/XX/2020. I explained to him how my online banking shows proof of my account never falling into delinquent status and that I dont see how I should have been charged these fees. 3 of the fees in question were charged to my account on XX/XX/2020 because manager states the 3 charges prior to that made my account fall into a negative status. The 4th fee in question was charged on 5/6/2020 because the charge before that allegedly made my account fall Into negative status. I informed the manager that my online banking account does not indicate what he is saying is true. My online account shows my balance before and after the charges In question and that my account was always in good standing. XXXX asked me if I could screen shot my online banking account statement and email it to him and that is what I did. He looked at my checking account statement from my online banking I sent him and he told me that there were discrepancies from what my online banking account balances were showing and the balances that US Bank had on their end. I asked him how could that be possible? He told me he was not sure and he would look into the matter and get back to me the following day. The next day XX/XX/2020 around XXXX XXXX  I had not heard back from XXXX so I decided to give him a call. When he called me back shortly after that he aggressively told me that what my online account balance states is basically irrelevant and their statements Indicate I went overdrawn on my account and all the fees will stand. 

I really hope you can help me get through this situation with US Bank please. I feel like I am being take advantage of and i am a victim of fraud. I am happy to provide me online statements for you and anything else you might need so you can see what is being done. 
If what US Bank shows on their end indicates my account fell Into a negative status then this means that US Bank is showing me a faulty balance and keeping a different balance only they can see behind the scenes which would allow me to unknowingly fall into negative status while allowing me to think I am in a positive status. Either situation that is happening is fraudulent and they should not be able to manipulate money out of customers like this, especially In a stressful time which is what we are going through right now. 

Thank you for taking time to hear my problem and I hope to hear back from you soon. Please let me know any documents I can provide you. 

Regards,

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