Consumer complaint received 2016-12-30
Company: U.S. BANCORP
State: IL
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
On XX/XX/2016 I used my US Bank ATM card to withdraw {$400.00} twice from a non-US Bank ATM machine located only 1.5 blocks from the US Bank branch in XXXX, XXXX, where I have been banking since XX/XX/2016. My XXXX US Bank monthly statement showed that I had withdrawn {$400.00} twice on Friday XXXX and again {$400.00} twice on Monday XX/XX/XXXX. XXXX at the US Bank looked at the ATM receipts and explained to me the process of contesting the additional withdrawals. On XX/XX/XXXX my account was credited with the {$400.00} twice. 
However, in late XXXX I received two identical and separate letters from the US Bank ATM Department informing me that the owner of the ATM machine had declined my request for reimbursement and that US Bank has on file the communication between them and the owner of the ATM machine should I wish to see them. I immediately called the number for the US Bank ATM department and spoke to XXXX. She confirmed that I am entitled to see record of the communication between them and the owner of the ATM machine and asked me if I wished to receive such by US mail or e-mail and I chose the latter. 
However, the next day I received a phone call from XXXX that was confusing ; she said that such records would not be available to me but she could not provide me with an acceptable explanation. When I told her that I intended to pursue this matter further she abruptly hung up the phone. 
Before relocating to XXXX, I lived in XXXX, XXXX where I had opened my original US Bank account. I had always had excellent customer service from the branch that was managed by XXXX, whom I contacted about the recent matter. I travel back and forth between XXXX and XXXX. XXXX said she would look into it. XXXX, US Bank Branch Manager in XXXX, told me that he, not XXXX, would be the one to pursue the matter on my behalf. 
I am attaching a copy of a series of e-mails where XXXX made repeated promises to pursue the matter stating : " I have not forgotten about you XXXX. '' Lately, due to repeated negative customer service encounters, I decided to take my saving account from the US Bank. XXXX was encouraging me to also close my checking account but I refused to do so due to " outstanding business '' ( the matter I am describing in this complaint ). When I asked him if he had an answer for me about the ATM matter he said that my account did not originate in his branch but rather in XXXX, XXXX and that I should go back and talk to XXXX. He then told me that due to " paper work that you had filed with XXXX, US Bank does not owe you an explanation. '' He could not tell me what paper work he was talking about. He could not deny that he had not been in touch with XXXX either. 
I went back to XXXX ( please see attached e-mail ) and she promised to take care of the matter. However, weeks later I still had not heard from her. I placed several calls over a period of many days and I still did not hear from her until yesterday : she called to tell me that she had been in touch with several resources ( she could not name one such resource ) and has not been able to get me an answer. She admitted she had not contacted XXXX. She asked me to wait until she has had a chance to call the District Manager ( she has had lot of time to do so but has not ). 
Before going back to XXXX in XXXX, I reached out to XXXX who, according to XXXX, is the US Bank District Manager for my reside area in XXXX. Despite leaving her several messages over a period of several weeks, she has not returned my phone calls. 
I am at loss to understand what is going on with the transactions in question. I feel my consumer rights are being violated. Should there be an error in my own accounting, I am happy to take responsibility. I am simply requesting documentation of the transactions.

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