Consumer complaint received 2023-05-18
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
My name is XXXX XXXX, and I am writing to formally address an incident that occurred on XX/XX/23 at XXXX at ATM XXXX located in XXXX XXXX, AZ XXXX, within The XXXX XXXX US Bank XXXX. During the aforementioned incident, I deposited five {$100.00} bills into the ATM. However, due to a malfunction, the ATM failed to credit my account and retained my cash. Although a receipt was generated, my account did not reflect the deposit. 

Upon entering the branch, I regrettably encountered a distinct lack of professionalism and courteousness. The staff treated me as a second-class citizen and directed me to consult with a gentleman banker. Approaching him, I explained the situation and presented the receipt as evidence. To my dismay, the banker rudely dismissed my concerns, stating, " Call the number ; I can't assist you. '' His response lacked any form of empathy or willingness to address the issue of my missing funds. 

Additionally, it is disheartening to note that the bank 's staff, consisting entirely of white, middle-aged individuals, did not include a single person of color. This lack of diversity further contributed to the overall sense of unwelcomeness that I experienced. 

Subsequently, I dialed the US Bank number provided on the receipt to lodge a complaint and report the incident. While speaking privately on the phone, I discovered that the branch manager, XXXX, had been eavesdropping on my conversation. Upon hearing my complaints about the bank 's staff, XXXX abruptly interrupted and instructed me to leave the premises. Notably, she addressed me by my first name, implying familiarity despite my complete lack of prior acquaintance with her. I am led to believe that her actions were driven by personal bias and a retaliatory motive stemming from my podcast/video company, XXXX, which occasionally presents controversial opinions. Is it possible that XXXX harbors preconceived animosity towards me due to my appearance or the nature of my work? 

Given the circumstances, I decided to contact the local authorities and informed them of the situation, as I was left without answers regarding my missing funds and was unjustly denied access to the bank. Furthermore, I reached out to the US Bank main helpline, where a gentleman attempted to mediate between myself and the bank to facilitate the resolution of the issue. Unfortunately, the branch manager adamantly refused to cooperate with any ideas the bank rep had and insisted that I wait for the standard 10-40 day period to receive reimbursement for the missing ATM funds. 

Regrettably, this incident has had severe financial ramifications for me. The deposit was intended to cover my rent payment, which was due today, as well as a car repair bill. As a result of the missing funds, I have incurred a {$250.00} late fee for the rent and an additional {$150.00} fee from my mechanic for failing to fulfill my payment obligations as agreed. Consequently, the situation has cost me more than the {$500.00} that remains in limbo due to the ATM malfunction as well as if my rent is not paid in the next ten days I face eviction.

Adding insult to injury, the branch manager took it upon herself to have the police trespass me, resulting in a one-year ban from the bank 's premises. Furthermore, she proceeded to close my account with out my permission or information, thereby complicating the already delayed process of receiving the missing ATM funds, which will now be issued in the form of a mailed check after the 10-40 day waiting period. 

I have never encountered such deplorable treatment elsewhere, and it is distressing to witness your employees dismiss customers without any inclination to fulfill their job responsibilities or provide assistance. It is my firm belief that The XXXX XXXX XXXX has a pervasive problem rooted in ignorance and hostility, demonstrated by their profound disregard for customer care and compassion. 
In light of the aforementioned circumstances, I kindly request a thorough investigation into this matter and prompt resolution of the issues at hand. Specifically, I expect immediate reimbursement of the missing {$500.00}, as well as compensation for the financial losses incurred due to the bank 's negligence and the branch manager 's unwarranted actions.

Moreover, I insist upon a formal apology from the bank for the distress, inconvenience, and discrimination I have endured throughout this ordeal. It is crucial that corrective measures be taken to address the lack of diversity within the branch 's staff, ensuring a more inclusive and welcoming environment for all customers. 
Thank you

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