Consumer complaint received 2017-06-29
Company: U.S. BANCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
1 During XX/XX/XXXX I attempted to cancel my auto payments to 2 student loans - I used the scheduled payments menu, selected the scheduled payment and canceled the payments - Since I canceled these payments, I assumed the scheduling payment meant the recurring payment was cancelled too, as there was nothing in the user experience / interface that notified me that I was canceling a single payment 2 During XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX, 2 payments were automatically deducted from my account for the 2 payments I attempted to cancel inXX/XX/XXXX3 On XX/XX/XXXX, I visited a local branch of US Bank to ask about these duplicate payments and inquire as to why these unauthorized payments were taken out in the past 3 months - the banker walked me through the process of canceling a payment. He encountered the same experience as I did, and was concerned that he was unable to completely stop the recurring payment, as opposed to the scheduled payment - he then defined both terms for me, and we walked through the other method of canceling a scheduled payment - through the Pay Bills menu 4 After recognizing the error on US Bank 's part, the banker offered me a {$150.00} credit for the long line of overdraft fees that had occurred - US Bank legally can not charge more than 4 overdraft payments of {$36.00} each on any given day - the overdraft fees he corrected were only for occurrences from XX/XX/XXXX and do not reflect the extensive timeline that dates back to XX/XX/XXXX5 I am requesting a checking account refund of {$390.00} for the excessive overdraft fees and {$400.00} of overdraft protection to be refunded to my Auto-Reserve Line - in the following tabs, I have evidence that these are the sums I 'm owed by US Bank based on their improper recurring payment cancellation user experience, and the lack of notifying me of the proper way of cancelling payments - furthermore, the fact that the banker could not effectively cancel my recurring payment himself proves that US Bank 's current method is unclear and disproportionately suppresses customers from successful online banking : I received notification from US Bank for the same payments, with the same amounts, yet US Bank did not have any system or procedure for notifying customers of duplicate payments - upon further discussion with the bankers, they informed me that I was also not receiving any US bank transfer cards ( Despite the solicitation of these transfer cards from other banks ) because it would not be in the financial interest of US Bank to reduce the interest of my monthly credit card & reserve line payments. -- the clear disregard for customers ' wellbeing is in direct conflict with US Bank 's mission statement and values. 6 I will be filing an official complaint with the Washington State Attorney General 's Office ; this will be public record and risks a financial lawsuit if others are experiencing the same, maligned attempts to suppress customers ' abilities to successfully online bank 7 XX/XX/XXXX - phone call with online senior banker XXXX, senior banker, explained that they could remove 3 of these overdraft fees as a courtesy. I asked to speak with a supervisor, he told me that even if we were able to refund overdraft fee ; do n't have the authority to refund that many overdraft fees. I need to contact a Branch Manager. Therefore scheduled a meeting the same day to meet with at local branch. <P/>8 XXXX XXXX, XXXX - Branch manager shared that he does n't think this constitutes as customer error, and that US bank leaves it open to interpretation. Unknown if end user experience errors are in fact user error or bank error. 9 Reviewed all documentation and I shared with him my base analysis and scenario 1 analysis. He concluded that this is a clear bank-driven error and would help me navigate my claim. <P/>10 In order to resolve my claim, the banker had to connect with local XXXX branch because this is where I originally opened the account. He has no authority to credit funds to my account because I did not open my account at this branch in Washington State. This is now the third layer of oversight from US Bank to manage my issue. 11 XXXX Branch denied my claim, citing user error, not bank error.

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