Consumer complaint received 2017-04-18
Company: U.S. BANCORP
State: MO
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
Over the past  8-9 months we have many questions regarding our checking account at US Bank. Us Bank keeps taking out over draft fees and when we question these fees we keep getting a different reason or a different policy of why they are taking money out of our account. We have talked to over 20 associates atleast and we get no answers for these fees. US Ban k tells us that our deposits are not posting at the time they are deposited so when we go to pay our bills they take out money for these fees, so then we  can not even pay our bills or even buy food for our family. I discussed with US  Bank several times where they charged us the over draft fee, but did not pay our car payments and I had to call  XXXX  to try to figure out how our car payments were gon na get paid, since  US Bank took money for fees. We are constantly in confusion about these fees and constantly living with fear if US Bank will just take our money. There have been so many other incidents that are the same. The last straw that we have had, I contacted US Bank again, because my husband put his check in and I wanted to make sure that US  Bank did not take money out for these fees, I spoke with a man named  XXXX , he stated that he was at the office in  XXXX  Oregon and that  US Bank has taken {$2300.00} dollars out of our account for these fees. He stated that that was an anourmous amount of money. I explained what was going on and many people we have talked to and he stated that something was not right and that he would personally keep an eye on our account and if US Bank took anymore money out that he would make sure that they would not or he would personal make sure that money was refund ed. We tried to get copies of our statement, but was told that would be  XXXX  a statement, I agreed to pay for the statements. Then I was told that if I wanted those statements just to go online and get the statements online. My husband and I are very overwhelmed about all the money we have lost because of wha t US bank has done. We would call thinking we had money in our account because we just got paid and go to pull out money and US Bank would say no we took out money for these fees, so we could n't even buy groceries to feed our family. I would argue with them about these fees and they would say ( which was always a different person ) that as soon as we put our pay check in the bank they charged us fees for something they said happened a week ago. We just want to get this resolved and we want our money back so we can go and find a different bank that wo n't rob us. We dont have statements because US B ank was not helpful to give us that info. I feel like they are trying to cover up this whole situation.  XXXX  the last employee I spoke with stated that he would watch our account and filed  two complaints within the company himself, but stated that we should also file a complaint with you. It is so sad that there own employee is watching our account so US Bank wont take our money. I ask if the fees could be reimbursed and US  Bank stated that an actual employee at the branch oversees those fees and how much they charge people. When I spoke with  XXXX  and other employees I was told that was false information that was given. I asked if maybe somebody in the company could be manipulating our account and stealing from us. Again we just want this resolved, so are hard earn money that we work for is no longer taking from us. We have  XXXX  children and every penny we make counts.

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