Consumer complaint received 2021-01-29
Company: U.S. BANCORP
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, made a large cash deposit at a US Bank ATM. I have a checking account with this bank, and the deposit was made at an outside US Bank ATM, meaning the ATM was not located inside the branch, but outside at a drive-up ATM. 

Cash deposit should have totaled {$5800.00}. Due the number of bills, the ATM would only accept 50 bills at at time, so it would close the transaction after it accepted 50 bills. A number of bills were new/crisp {$100.00} bills that easily stuck together. The ATM deposit was made with 3 separate transactions/ATM receipts. The receipts show the denomination and quantity of bills deposited. First deposit was $ XXXX XXXX {$100.00} bills. The second deposit was $ XXXX XXXX {$20.00}, XXXX {$10.00}, XXXX {$5.00}, XXXX {$1.00}. The last deposit was $ XXXX XXXX {$20.00} XXXX {$1.00}. I noticed there were no {$50.00} bills listed, although there was a {$50.00} deposited. The total for all receipts is {$5300.00}. That is {$500.00} less than deposited. 

Called the US Bank branch where the deposit was made, and was told the ATM was outside, so disputes need to be called in to US Bank at XXXX. 

Called US Bank on XX/XX/XXXX to dispute the transaction, and was told a case would be opened. Reference # XXXX. The case would take up to 10 days to resolve. On XX/XX/XXXX, I received a letter from US bank denying my claim in the amount of {$5500.00}. Since this was incorrect, and I was disputing {$500.00}, not {$5500.00}, I called on US bank on XX/XX/XXXX requesting the case be reopened. This did not occur. I called again on XX/XX/XXXX requesting an update, and was told a new case would be opened. Reference # XXXX. I received a letter from US Bank on XX/XX/XXXX denying this claim. The letter states that research had determined no errors occurred, but I could request copies of the documentation used in the investigation. I have tried numerous times to request this documentation, but have been transferred from department to department. Every call lasts XXXX minutes, with holds or transfers, but not one US Bank rep knows how to process my request for documentation or can escalate my request. I am in an endless loop of calls with no resolution or explanation. I have requested the assistance of supervisors, and not one has ever been available. I have been assured numerous times a supervisor would follow up, but that has not happened. 

I have the dates and names of every US Bank rep I have spoken with. I have both letters of denial, and the ATM receipts from the deposit. 

XX/XX/XXXX US Bank Rep. XXXX XXXX US Bank Rep. XXXX, Supervisor that didn't call XXXX XXXX US Bank Rep. XXXX XX/XX/XXXX US Bank Rep. XXXX, Supervisor that didn't call XXXX XX/XX/XXXX US Bank Rep. XXXX, Supervisor that didn't call XXXX XXXX XX/XX/XXXX US Bank Rep. XXXX, Supervisor that didn't call XXXX XXXX

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