Consumer complaint received 2020-11-12
Company: U.S. BANCORP
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Sunday XX/XX/2020 at XXXX I went to the atm at US bank on XXXX XXXX XXXX, XXXX , OH 4XXXX.I had never been to that location before. I entered my US bank Atm card and selected deposit, cash and deposited {$1600.00}. It all was accepted. The machine asked me if I wanted to make another deposit. I selected yes, cash & deposited the rest of the cash I had. Which was {$600.00}. The atm machine spit out {$100.00}. But accepted the rest which was {$500.00}. The atm ddnt ask me if I wanted to make another deposit. It asked me if I needed to make another transaction. I selected yes. I entered in my pin number again. Selected deposit, cash then deposited the {$100.00}. It was accepted. I never get receipts for my atm transactions, including this time. I checked my account through my mobile app & noticed {$500.00} wasn't there. I called US bank customer service. The representative told me sometimes the machine needs to work its self out over night, & to wait until the morning & see if the {$500.00} shows up. Monday morning XX/XX/XXXX, the deposit still ddnt show up. I called US bank customer service again, they told me I would have to do a dispute. So I called the branch. The branch manager XXXX was rude. He rushed me off the phone, told me to put in a dispute. Told me not to tell them exactly what happened only tell them I deposited {$500.00} & it isn't accounted for. I asked to schedule an appt to come into the branch to speak to someone. He told me there was no need & wouldn't allow me to schedule an appt. I called US bank customer service back again, opened a dispute that was on the same day Mon XX/XX/XXXX. Explained everything above mentioned including the rude branch manager. The representative explained the bank offers a ten day provisional credit. It may take up to 40 days to resolve the investigation. That it doesn't have to take that long, but could. 

On XX/XX/XXXX I called to check the status I was told the dispute was closed on XX/XX/XXXX that I hadn't received an explanation because it was just sent out fri XX/XX/XXXX. Come to find out the dispute was typed up incorrectly. Not how I explained it. On XX/XX/XXXX they reopened the dispute, where I was told my ten days for a provisional credit started over. I kept calling through out this time. I was basically told I needed to wait, that there was no one I could speak with & the dispute department doesn't speak to the public. On XX/XX/XXXX I called & asked about the ten day provisional credit. They told me because of the holiday I needed to wait until XX/XX/XXXX. But my dispute was still open & being worked on. On XX/XX/XXXX I called & was told it was closed on the XXXX with no explanation as to why. The representative claimed she sent a message to the dispute dept to find out the results & was supposed to call me back, she never did. Then a manager was supposed to call me back they never did. I received two letters from US bank one dated XX/XX/XXXX that I ddnt receive until XX/XX/XXXX. In the letter it stated I made the deposit XX/XX/XXXX. Which isn't true.. The 2nd letter was dated on XX/XX/XXXX stating what was done in the 1st dispute, they sent me a statement of the {$100.00} deposit. Nothing about the {$1600.00} or my missing {$500.00}. 


I don't know how many times I've called & got no where. I don't understand why this is so hard to figure out or settle. I asked them to check the cameras, check the machine, check the electronic records. It should be noted & shown up somewhere. 


I made a {$1600.00} cash deposit, it was accepted. I selected another deposit, cash then inserted {$600.00} in the machine. The machine spit out only {$100.00}. But kept the {$500.00}. I then deposited the last {$100.00} in a separate transaction. I made 3 different deposits. But That 2nd deposit of {$500.00} isn't showing up anywhere. & they are not explaining what happened to it. 



I have included both letters which is the only documentation US bank has sent me. I have even tried to call them to try to get this resolved but it was the same results, a dead end. I waited for more correspondence but realized US bank doesn't care. They couldn't even send me the results of the last dispute they investigated. I havent received anything about it being closed XX/XX/XXXX yet.

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