Consumer complaint received 2023-12-06
Company: U.S. BANCORP
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
This is an online checking acct. the only way I deposit money has been through mobile cks from my husbands XXXX XXXX acct or my other XXXX acct. on XX/XX/XXXX I did mobile dep ck # XXXX for {$1000.00}. I paid bills leaving bal apx {$530.00}. My husband got a text alert on his phone XX/XX/XXXX to verify that ck was him. But he works night so he did not respond to that text until XXXX and it had been sent around XXXX XXXX earlier that XXXX. I had also received an alert text for a low bal. I logged online and my bal was now over {$400.00} neg. The ck # XXXX was rtnd. So US bank took the {$1000.00} out of my acct making me negative. So on XX/XX/XXXX I called to see what happened and explained to her about my husbands text and she said that since he didnt respond until so late that they couldnt prove it was him so for his protection they didnt pay it. So she advised me to deposit another check to cover my negativity. ( On XX/XX/XXXX I had also made another mobile deposit for # XXXX for {$200.00} which was paid ) So I went ahead on her advice and deposited ck # XXXX for {$1000.00} via mobile deposit @ XXXX. I was advised that {$220.00} would be available immediately and the rest tomorrow on XX/XX/XXXX. And she told me that if I called back tomorrow that they would know the specific reason that XXXX XXXX did not honor the check. Well on XX/XX/XXXX the same thing happened again, my husband woke up to another alert on his phone which he agreed to which once again wasnt until about XXXX XXXX  after being sent way earlier that morning. And so I went online and checked my balance and the deposit that was there earlier has now disappeared. It was gone, I couldnt find it anywhere, but I did receive a confirmation email, so I once again called customer service and se could not locate my deposit either she said there was no deposit, I told her that I had a confirmation email, but she said that probably it got kicked out and not processed. But she did say that the reason XXXX XXXX gave for not paying the check was suspicion of fraud. Just because my husband did not respond to the alert quick enough. That was the only thing they had to go by. So I called US bank customer service back and they put me through to fraud department. I told them what I was told by customer service. They said that my account was in the process of being closed and that I have to contact a branch manager that they are the only ones that can send an email to the risk department to ask that my account be reviewed and left opened. So they said to first contact XXXX XXXX and find out why they didnt pay the checks then call the branch manager with that info and tell them to send the email to risk management. They gave me the number to the XXXX XXXX XXXXXXXX. I called and spoke with a banker named XXXX. He said that his manager was on a conference call, so I told him what was going on. He was going to tell her everything and have her call me back. After about an hour I have heard from her so I called back. XXXX said that he had been looking and said he didnt know why they told me that XXXX  branch manager would have to contact the risk department because XXXX said that customer service had more connections than the branch did. But he said that from what he could see that my account was being closed, he said that the manager said that when an account is new and an item is returned that the account is closed. I explained to him that it was a misunderstanding on XXXX XXXX part and that they were releasing the funds and they were going to my account. XXXX said that the funds would be returned to XXXX XXXX. He said that anytime an account is blocked that no funds can go into or out of an account. He said even if it was payroll that the funds would go back to the employer. So now I called the fraud department back, that lady I spoke to said, HE IS ABSOLUTELY CORRECT, WITH A BLOCKED ACCOUNT FUNDS CSNNOT GO INTO OR OUT OF THE ACCOUNT. Well they were both wrong. Because later that afternoon the {$1000.00} was transferred into my account. So when I called the bank back again and confirmed it, all they can tell me is that my account is blocked and that I have to wait to receive a letter from the risk department and that I will receive a check. That is not good enough. I was told my money would not go into that account, well it did do now ehh wont they give it back to me. I feel like I am being treated like a criminal. They are closing my account for suspicious of fraud which makes me look bad. And when I made the second deposit I paid credit card bills not knowing they put a block on my account. So luckily I was able to catch XXXX of my XXXX credit card payments in the pending status and use another debit card for payment and they were not late. But one was not caught and it was returned because US bank did not pay it even though it had my {$1000.00} in the account. And I was hit with a {$35.00} return fee. So I think I should be refunded for that.

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