Consumer complaint received 2018-03-13
Company: U.S. BANCORP
State: WA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX XXXX I used a USBank atm outside their branch to deposit {$900.00} cash and I received an Error message and receipt with a phone number, claim number and information on how to file a dispute. 

I called the number on the receipt to file a dispute the same day at XXXX, I was on the phone for XXXX minutes XXXX seconds. The agent that was helping me out said that since it had recently just happened I would have to wait until the next business day to find out if the money will be in my account. Since it was XXXX 's day weekend I would have to wait to call back on Tuesday if the money was not in the account. 

I waited until Tuesday XX/XX/XXXX, called back at XXXX since the money was not in my account. I spoke to a different agent for XXXX minutes and XXXX seconds who verified who I was and stated that it was weird that the first guy didn't just go ahead and start a dispute for me. He asked for the SUS number that they use to look up claims and said that he would start a claim for me and asked me to wait XXXX business days while they investigate and see what happens. 

On XX/XX/XXXX, tired of waiting my money to be deposited back on my account I called back, spent XXXX minutes and XXXX seconds on the phone only to be told that the dispute was never filed and that it is already late and going to be more difficult to find out what happened. I was told that it was XXXX of me to not go into the bank every morning to see if the ATM regulators, that are not part of US Bancorp, have found my money. I was then told to go back to the branch where I used the ATM and ask to speak to someone in person. I walked on over and and spent another hour while XXXX in the XXXX XXXX Branch helped me out. They had finally filed a dispute for me. They kept asking if I deposited the {$900.00} cash in an envelope which I said no, their ATM 's outside do not take money in envelopes, which she should know. I was told that I would have to wait up to 45 business days while they investigate and that since I do not know the exact denominations that were deposited that it would be difficult and a chance that I would not get my money back. 

On XX/XX/XXXX I called back to check, I spent XXXX XXXX seconds on the phone only to be told that my dispute was already settled and that they have found no money and I would not be getting anything back. I was told that I was sent mail explaining why I lost the dispute and that it most likely got lost in the mail since I had never received anything. I filed another dispute to investigate what was going on and why they dismissed my dispute. I do not feel like they did their best to investigate especially since they said it would take up to XXXX business days and I received no mail, email or call. I asked to please be called as soon as they are done with their investigation this time and was told that it is not possible, it is against their policy to do anything but mail the information. The information that I never received in the first place because " it was most likely lost in the mail ''. I know have to wait until they decide their verdict and hopefully receive information this time.

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