Consumer complaint received 2015-05-27
Company: U.S. BANCORP
State: OR
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I deposited XXXX checks via a US Bank ATM at a US Bank branch. An error occurred that caused the deposit to fail. After contacting the XXXX service line due to being outside of the branch 's operational hours, a Reg E dispute was submitted on my behalf, without the process/timelines/potential ramifications of said dispute being presented to me. Instead, I was placed on hold, then advised of what had been done, but still potential impacts were shared. Later in the day, I spoke to the branch manager, who advised me that she had my checks in hand, and stated that a provisional credit would be made the next day when an internal dispute reference code was received. She also indicated that there was a known issue with this ATM due to a customer having deposited cash, which had literally been buried, via this ATM. Since that time, it had not functioned correctly, but was too expensive to replace. XXXX days passed, when I received a call from the disputes team to confirm some details of the deposit, such as if an envelope was used ( it was not ), if the ATM required an enveloped ( it did not - stated that XXXX should not be used ) ... at this point, I explained that the branch manager had my checks, was waiting for the internal reference code, and I pleaded with her to wrap this up so the deposit could be processed. The next day, still no deposit was applied to my account. I called and spoke with the branch manager, XXXX, again, only this time she was much less XXXX and XXXX. In fact, she told me that I needed to " act professionally ... to which I let her know that I am not an employee of US Bank, but instead an angry customer, whose funds were being held hostage. She responded rudely and hung up. My wife went to our local branch, and was helped by the assistant manager in the XXXX, Oregon, who called the branch where the deposit was made in an attempt to sort out the issue. She also advised my wife that every branch has a budget from which temporary credits may be issued to make things right for the customer while problems like this are being sorted out. Why we were n't provided this option, I do n't know ... particularly because they had our checks! The checks that were likely held in error due to another customer having used an envelope for their deposit - not MY issue! Even our local assistant manager was unable to get any assistance - and was advised that the branch where the deposit was made did n't have our checks! XXXX branch lied to another! After hearing this, I called and spoke with XXXX XXXX, the assistant manager, at the branch in XXXX, Oregon where I made the deposit. She offered to reach out to the back office team to see if she could get the issue resolved. Finally! Someone willing to make some effort to help resolve US Bank 's error! Within hours, XXXX XXXX had a provisional credit added to our account. This took place on Friday, XXXX, after the deposit was made on Tuesday, XXXX. On XXXX, the provisional credit was deducted from our account, and no one at US Bank was able to tell us why. My wife called customer service, but got no answers. I reached out to XXXX XXXX again, and she said she 'd get back to me. Later that evening, she called back to say that another provisional credit was added to the account to cover outstanding ACH payments we 'd scheduled, but even she was unable to explain what had happened. As of this morning, XXXX, our account appears to have been fixed ... finally ... over 1 week after the deposit was attempted.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief