Consumer complaint received 2019-01-18
Company: U.S. BANCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
This is my wifes account, I cant figure how to register for my complaint I'm using hers. 
Trying to get thru to anyone on the phone with issues is virtually impossible. I cant begin to stress frustration with this bank and this issue which should had never escalated this far. My wife has been thru XXXX trying to prove something she never should of had too. This is clearly an error, glitch on there end. We filled a complaint prior to this and they put the money back into our account and once this was closed the next day the money had been taken out as fast as it came. Unbelievable how dishonest, non professionalism, not helpful, always hold then transfered, or the phone rang to get no answer, they have made this process. XX/XX/XXXX we attempted to use our check card which at the ATM terminal is stated an error, tried once again it said declined call bank. My wife calls the number on back if card. We had a 11min conversation and told to wait til after XXXX  then it would be ok to try again. XX/XX/XXXX two more attempts. First attempt was {$100.00}, {$200.00}. That we were declined and After XXXX on the XX/XX/XXXX {$200.00}, {$200.00}, nothing worked, the terminal declined. We contacted the same number again after being told first time it was due to over exceeding our daily limit. Which we thought was odd. Because we had not got money from an atm and were trying too. The 2nd call after logging onto the mobile app, which might I add, hard navigating. We noticed the charges showed pending and the atm fee was included, very concerning. Had another 11 min conversation. The lady was nice she said she could see that we had attempted to get money, she could see that it was declined, she see that no money was given. She didnt know why then she stated hmm, there is a lock on your check card for atm usage to give her few minutes she would remove the lock which my wife did received {$100.00}. We needed to access money we pay rent with cash due to issues occurring where we were so I went to a usbank atm and was declined. This {$100.00} was refunded All together there was {$200.00} x 3 attempts totaling {$600.00}. And {$100.00}. X 3. We were credited one of  the {$100.00}. And my wife sucessfully received {$100.00} from atm. So total for that owed is {$100.00}. The total owed now is {$710.00} plus {$10.00} in atm fees. We called again concerned due to the transactions showed pending. We were assured told not to worry if would work itself out. That there must been glitch and she was inputting in the system that she saw no money was given out and again assured that the computer would catch and fix this problem before the pending became a final charge. This is where the nightmare began. We sent a claim in, they sent back 4 papers with four separate ref number from the same card used. Investigating. Had they truly investigated or perhaps corroporated with in there own company the phone calls they record make it known there is a recording would have laid this to rest from the start. We made several attempts to ask for them to listen to the calls but told they cant, they cant get video, everything was cant cant cant or the run around, they tried confusing my wife when she stated her mental disorder and used it to upset her confuse her change dates etc. Unbelievable the measures taken when they were the problem. This was on usbank side. No money was given, so then we were told they had to take word of atm owner that their records showed no overage or problems why would it there atm said declined no money so naturally one would think they should check there end check the call logs listen to recordings but that was mistake and they treated us like we were criminals. It took til our previous complaint for them to acknowledge we did send complaint in, They said never received had my wife do again she did on XX/XX/XXXX to be told then it was past the timeline. My wife goes thru our files finds original claims and there letters sent back two wks afterwards And here we are they end the case we complaint with money into our account case closed and took it out and we have again been unsucessful in getting anyone to respond. They always talk or send letters of other dates but not the one in question at the time we referring too..ok u did or that or that date but these are the dates we are referring to. It feels like they are just stealing from us and thumbing their nose in our face. They refuse any help because if they attempted any help or listen to calls made they would see we never received money. Yes you credited us {$100.00}. Yea we received $ XXXX.from atm those transactions are not included in ones we are submitting claims about. These tool place on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX but went thru on XX/XX/XXXX yet they refuse to stay to the claim were referring too. We only want money that they stole that is how it is. Dishonest bank. Just listen to the calls audit your books what ever it takes because the issue is in usbank end not the atm we attempted not us. This should been included in calls made Why put money in close case on here then take back and not talk to us or help to get this to the dept that handles this? Fraud is on Usbank. CARD ENDING WITH 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 explanation