Consumer complaint received 2017-10-23
Company: U.S. BANCORP
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Wednesday, XX/XX/XXXX, my XXXX year old son made a deposit through the ATM at the XXXX, MN US Bank branch. This is a joint checking account with my son and myself. The check was for {$77.00} and the auto scan at the ATM read the check as {$770.00}. My son did not catch the error. This part is we acknowledge our error. By that evening, his card was denied. He tried calling the customer service, was told the account was frozen and that we would have to call in the morning. I tried helping by talking with customer service and they said there was nothing they could do and that I would need to call in the morning. 

In the morning, we drove to our closest branch in XXXX, MN. The personal banker made some phone calls and they replied that we would have to go to the XXXX XXXX, MN branch where we opened the account. I politely insisted that as a customer with a national bank that we should be able to receive service at any location. The banker then through multiple calls reached the branch manager at XXXX XXXX. They looked at the transaction, our account history at a XXXX year customer, and the branch manager agreed to remove the hold on the account signing off. It was explained to us that it would require the branch managers signature to approve. The banker then helped to set up a new debit card for my son. The account worked most of this week until the account was again declined on Friday, XX/XX/XXXX. I went again with my son the morning of XX/XX/XXXX to the XXXX branch. The manager was professional, had an awareness of our initial issue, pulled up the recent transaction history, apologized to us and signed off assuring us that the bank made an error. For a second time, he helped my son to again set up a new debit card. He verified everything was working before my son left. The next week, this happened again while I was out of town and my spouse went to the XXXX XXXX branch. Same routine with apologies, the manager working with systems to reactivate the account. Then I was on a vacation with my son on the week of XX/XX/XXXX. Upon returning home, my son tried checking his online banking on XX/XX/XXXX and there was no record of him having an account. As the second person on his account, I also tried verifying and the account was no longer listed within my accounts. I called and left a message with the personal banker at the XXXX XXXX, MN branch. She called me back that afternoon to inform me that the account was closed, a check was mailed, and there was nothing else further she could do. 

We received not only the check on XX/XX/XXXX, but a letter that said that based on our management of the account, we were reported to XXXX. All of this was a result that began as an auto-scan error at the XXXX ATM. My son carried enough balance that this did not compound any other problems, and all of my banking relationships were with US Bank with enough between our checking and savings. 

I returned to the bank on Wednesday, XXXX XXXX and spoke with the Sales and Service Manager.  He was well aware of the series of events, he said that he understood our frustrations, and explained the go around from this series of events would be to open a new account. Due to the treatment we had received, we began the process of moving all of our accounts. The one thing we asked was for the bank to own up to the numerous mistakes and to remove the XXXX filing and we would just move one. I received a call back that they needed me to file the complaint and if needed, at this point, they would write the complaint and I would need to sign. 

After three assurances of branch managers overriding, saying it was fixed, apologies, etc ..., I wrote a complaint on XX/XX/XXXX and copied each level of management up to the CEO of US Bank. I received a response form the regional manager by phone call from the regional manager on XX/XX/XXXX. He apologized for the series of events and explained that it was the result of the branch managers not completing a final step of the override process on their computer system. He was professional, asked if we would consider reopening, or the idea of coming back to the bank at some point, but also was understanding of our frustration. He apologized for the XXXX filing and said that this would be taken care of and that he would follow up when he had final confirmation. Imagine my consternation when receiving a letter dated XX/XX/XXXX on XX/XX/XXXX rejecting our dispute defending their actions as accurate. I placed a call again on XX/XX/XXXX to the regional manager leaving him a message. He called me back later that day assuring me that he was sorry to the point he said that he was frustrated to the point he had to walk away from the phone because he could n't believe it either. I emailed him copies of the letter and he assured me that this would be fixed and he would provide us with something in writing for our records when he had it completely resolved. 

Since this point, I have tired following up with emails to the regional manager on XX/XX/XXXX with his reply that he is making progress on XX/XX/XXXX. On XX/XX/XXXX I sent another email and to date have heard nothing more from US Bank. As you can see, we have tried multiple times to resolve this with the bank. My son 's made a mistake in the initial transaction where he would have had to confirm the amount of the deposit. It was an honest mistake acknowledged in every part of this process. My relationship with the bank has been since XX/XX/XXXX. Regardless, the branch managers three times assured us of their mistake, that they approved the reopening of the account. Twice, the regional manager has apologized, explained that the branch managers erred in missing the final step in the override process on the systems.

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 non-monetary relief