Consumer complaint received 2018-08-01
Company: U.S. BANCORP
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Went into the XXXX store instore USBank branch located on XXXX XXXX and XXXX XXXX XXXX, on XX/XX/2018 at XXXX ATM ID XXXX  with card number ending in XXXX to deposit cash in my checking account in the amount of {$630.00}.

Followed the prompts and after I put my cash into the ATM I receive an error message stating that a machine error has occurred and we are unable to credit your account or return some of the items you attempted to deposit. I told the two guys that were behind the counter that something just went wrong with my deposit. One guy said that the other guy that handles the ATM will be over. I left the screen up so he can see.

The ATM guy came out looked at my receipt and looked at the ATM, I told him that I attempted to deposit cash and receive this message. His response was, " yeah, this is the second time that this ATM has done this today ''. Then processed to asked if it returned any of the my deposit, I said no and you can hear the ATM counting the cash. He advised me that something is wrong with the ATM since this is the second time that this has happened and that that he will be balancing the ATM that night and to call the number to listed on the receipt XXXX to file claim and my money should be credited to my account once it balances and it will show in the system the outstanding amount.

I called the XXXX number and spoke with a lady, explained the situation she stated that she was able to see the funds of {$630.00} were deposited into my account then immediately taken back and for me to call the next day, XX/XX/XXXX after XXXX  to get it resolve or that it should be resolved.

I hang up with her and log into my account and I also saw the deposit for {$630.00} and then it immediately showed it taken out for {$630.00}, which left my balance of {$92.00} Then this morning XX/XX/XXXX I received two emails from US bank alerts from the same email address:XXXX The first one was at XXXX stating : US Bank deposit account- Low balance alert Account number ending in XXXX date XX/XX/2018 Balance alert- Available balance less than - {$50.00} Available Balance - {$370.00} Then it goes into don't response to this message and if I wish to contact them to log in to my account and send a message to customer service.

The second email was sent at XXXX from the same email address stated above stating : US Bank deposit account- Negative balance alert Account number ending in XXXX  date XX/XX/2018 Balance alert- Available balance less than {$0.00} Available Balance - {$370.00} Then goes into if I have overdraft protection on this account the negative balance may be covered and goes into generic response.

This didn't make any sense as my account was in the positive yesterday and the only thing that was pending process was a payment for my daughter 's school care of {$130.00} which is why my balance was showing {$92.00} ( prior to that debit my balance of {$190.00} then a transfer from XXXX  in the amount of {$36.00}, which my balance of {$230.00} again still in the positive, not negative ) So I log into my account after I get these emails and show that my balance is again, {$92.00}. Now, I don't see the ATM deposit or it being taken out anymore and I see the pending {$130.00} still processing, nothing showing this so called negative balance.

I called this morning XX/XX/XXXX at XXXX spoke with a rep named XXXX and explained my situation again. He stated that claim has been filed and that it will take 10 business days for the provisional credit to be deposited into my account. I said 10 business days, I was told yesterday from one of the Branch guys who would be balancing the ATM that night and it will show the outstanding amount as well as the lady I spoke with yesterday who told me that she saw the deposit and it rejected and to call the next day. I can't wait 10 business days for this. I have to pay rent which was part of the reason why I deposited CASH into the ATM last night. I have until the XX/XX/XXXX, which is a Sunday to make a payment which means I have until Friday, XX/XX/XXXX to pay my rent otherwise I will be charged late fees and notice of eviction if payment isn't received. Who is going to pay for this, not US Bank?.? He said maybe to call to get an extension. He said that he would put a " note '' on the account but it can still taken up to 10 days.

Then he transferred me over to the fraud department concerning the emails and the rep I spoke with XXXX gave me some lame excuse as to why the emails were sent out which still don't make any sense to me. She stated some where on the lines of the payment that I made yesterday that is still processing the system pulled the funds which then generated the email stating that the balance was less than {$50.00}, which is fine the account balance would have. But again that math doesn't add up to my account being negative - {$370.00}. So clearly it the 2 emails are sent in error since my account is not negative whatsoever.

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