Consumer complaint received 2023-06-08
Company: U.S. BANCORP
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Traveler's check or cashier's check
Issue: Lost or stolen check

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX Apt XXXX XXXX, GA XXXX XX/XX/2023 US BANK XXXX XXXX XXXX XXXX XXXX and/or Office of the president, Dear Sir or Maam, I received your mailed response on XX/XX/XXXX. I would like to discuss further somethings that were mentioned in your response to me. First in regards to the check that was deposited in error and from my wrong account, I apologize but I accidentally deposited that check into my US Bank checking account ending in XXXX from my XXXX XXXX account that was closed instead of my active XXXX XXXX account. That was done in error and when I caught it I immediately contacted US Bank to have them stop the check but was told by US Banks 24 hour banking dept that they had no way of cancelling that deposit and I fully explained to them the error that was made. The agent still wasnt trying to be of any assistance in contacting a higher up department to see what could be done in this situation. I did not intend to deposit that particular check. 


I also feel like after Ive expressed to XXXX as well as every agent Ive spoken to in regards to the check fraud claim that I am experiencing a real financial hardship because of me not receiving my cashiers checks from US BANK which has since caused me to become behind on my mortgage, my auto loan and other bills and has since affected my credit score and could cause other long term affects. I did not cause this issue and I feel very saddened that US Bank would allow this to continue to happen to me when they have all the ability to provide provisional credit while this check claim is still being worked so that Im not caused any further hardship. The fact that you stated in your response to me that you would not offer me a credit knowing very well you could is very disheartening and frustrating to me. So I would have to absolutely disagree with you when you say US Bank delivers an exceptional level of service. Because every time I contact the fraud Liason dept. the agents never know how to address my concern when Im very clear to them what the purpose of my call is about. Either Im left having to argue with the agent back and forth about the reason Im calling and because they never want to get management to the phone when I request a supervisor or manager. Or Im constantly being transferred to XXXX  voicemail as if shes the only one that Im allowed to speak to as a customer calling in to discuss business. She never return phone calls. Or the agent doesnt know how to reach the XXXX XXXX to get the most up to date status of my claim. Or the call is disconnected by the agent on me. This has been a horrific situation and US BANK fraud Liason dept has not made the situation any less stressful. I am experiencing a hardship here because of me not receiving my checks from U.S Bank and is causing longterm affects on my credit and payment history. To receive a response that provisional credit wouldnt be honored after it was promised to me is not a sign of showing exceptional service. 

I am deeply saddened by US Banks response to me and how long it took to even receive a response. Also I do believe that the response was suppose to be given on the XXXX website but Ill be sure to contact the agent there and send her copy of the letter US Bank sent to me letting her know I am still not satisfied with the stance US Bank has chosen even in the midst of me expressing that this situation has caused a hardship for me yet nothing has been done to relieve or rectify that. I will also be reaching out to theComptroller of the Currency, Consumer Financial Protection Bureau as well as the FDIC to get the official policy on cashiers check claims and address my concerns with them. 

One of your fraud Liason agents gave me the name of the bank that the cashiers checks were cashed with and I spoke with them and their accounting department advised me that US Bank mailed them the claim on XX/XX/2023 and they literally just received it on XX/XX/2023. First off I notified US Bank about the missing cashiers checks back on XX/XX/XXXX and was told the claim was filed them by XXXX. I supplied in a timely manner the information US Bank requested of me.yet US Bank took over a month to notify that institution that they had my funds and needed to return them. Yet I was lied to AGAIN by a US BANK employee ( XXXX ) telling me that the XXXX claim investigator said she was expediting my claim due to my financial hardship and the lie I was told by XXXX on XX/XX/2023. US BANK has absolutely no concern or regard to my situation and how this has affected me financially and has also impacted my credit which I have never had any issue with. US Bank has allowed long term damage to a happen started with how my claim was even handled, your fraud Liason agent XXXX making false promises, XXXX making false promises, numerous fraud Liason agents not even taking my issue serious and constantly transferring me to XXXX voicemail knowing she never answers the phone and she does not return phone calls. I have left her numerous voicemails and shes never returned not even one of them. The last XXXX and I spoke was on XX/XX/2023 when she was suppose to let the agents and supervisors in her department know to not be sending me to her voicemail because shes no longer working my claim. She was also suppose to escalate me to XXXX the operations manager or XXXX who XXXX claimed was the operations manager also. Come to find out ; XXXX is not an operations manager but when XXXX called me on XX/XX/2023 she even said she was an operations manager. I spoke to several fraud Liason agents after that because XXXX never returned my phone call like she stated she would ; and every agent told me that XXXX is not one of the operations managers. That she is listed as Expert Banker Operations which the agents all informed me; was literally the same title as they are just on a different team ( operations ). After experiencing and being treated in such a horrible way I would hate to think this is race related but thats the only thing I could come up with. US Bank from my findings has been in the media for racially profiling but Im praying to God that is not the case because if so US Bank will have a bigger issue on their hands I can assure that. Ive spoken with four agents today all of who didnt even attempt to assist me but when they reached out to the supervisor at that time ; they immediately told the agents to transfer me to XXXX voicemail. Instead of contacting the proper department or team which is XXXX and getting an update and asking questions. The level of incompetence and lazy and discrimination I feel Ive experienced by US Bank is absolutely unbearable and caused me so much stress and anxiety until I go throughout my days with headaches and completely stressed out for all issues this situation has caused me. Its causing me so much agony stress and XXXX  and its becoming unbearable because the situation is causing more and more damage as the days go by because US Bank doesnt feel the need to stand behind what I was told or to just do the right thing. If this situation isnt resolved voluntarily by US BANK then I will have no other choice but pursue this matter further in a legal manner. Although that is not what I would want to do ; I cant sit back and be treated like Im being discriminate against and my situation not even be taking accountability for the promises I was made by your fraud Liason agents. 


Respectfully, XXXX XXXX

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