Consumer complaint received 2023-04-03
Company: U.S. BANCORP
State: MN
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I went to deposit the {$120.00} in the ATM at US Bank XXXX XXXX XXXX XXXX ( it was XXXX  XXXX and the lobby was closed ). I selected to deposit the cash in the ATM ( XXXX - {$20.00} 's ) and when the cash was pulled into the machine there was a longer wait than normal while it was trying to proccess my cash deposit. Then it said " A machine error has occured, unable to complete deposit ''. It printed out a receipt with no dollar amount stating " a machine error has occured, we are unable to credit your account ''. So it took the entire {$120.00} and did not give it back. I immediately called US Bank customer service and they opened a claim. They said it could take up to 10 business days to investigate and get my money back. I need to file this early in the " investigation '' because I am certain I will not get my money back, and I am furious. All I have is a receipt that shows NO dollar amount verifying how much I tried to deposit, I'm pretty certain they have no way to actually track it in the machine and verify the amount I lost.. 

This has devastated me. I receive GA every month ( {$120.00} ) which I always deposit into my checking account at US Bank, once I withdraw the cash from my XXXX card ( at XXXX XXXX XXXX there is no surcharge ). That WAS THE ONLY MONEY I HAD TO MY NAME!, and now it's GONE and I am SCREWED because I needed that money urgently for personal needs and a couple of bills. This is just WRONG and UNACCEPTABLE for ATM 'S that are designed to handle check/cash deposits to make errors like that and to just keep the money. This same thing at the same ATM did the same thing last summer when I tried to deposit {$100.00}, the ATM " ate '' the money and a claim was filed, I got it back. because the ATM was able to give me a receipt that showed {$100.00} deposit but not credited to my account. I thought that incident was just a fluke, because I have made a bunch of smaller cash deposits in the same ATM since then, including a {$25.00} cash deposit the night before and it worked just fine. THIS TIME, it ate the ONLY money I had and just gave me a receipt with NO dollar amount so I guess I am out {$120.00} dollars and I desperately needed that money, and I am really suffering because of this loss. I strongly suggest US Bank customers not to use their ATM 's for depositing cash/checks, they take your money and you don't get it back. Another customer a while back told me in passing that that particular ATM doesn't work right. So if they knew their ATM had issues why didn't they fix it??? Malfunctions in ATM 's like that with no measures in place to eject the money back out in the event of an 'error ' is unacceptable. This error has caused significant problems for me and I am really suffering because of it, and this should not ever happened in the first place, I need my money back ASAP!!!

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