Consumer complaint received 2016-04-20
Company: U.S. BANCORP
State: MO
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Making/receiving payments, sending money

Complaint:
We opened up a corporate bank acct in XXXX XXXX. The bank referred us to XXXX, XXXX is one of the vendors that works with the bank. The vendor offers merchants the service of credit card processing. 
We knew from experience in selling our product that credit cards were not highly used by our customer base, so we debated establishing a credit card processing account with the vendor. 
We finally decided to get the capability after a customer expressed interest in using a credit card and we began to price competitors. Our company applied for the service and was approved. We had no issues with processing our first payment until after it went through. After the payment went through and hit our account, we received a phone call from XXXX of the XXXX Fraud Dept. She was rude and unprofessional. She began asking questions about our business without introduction, so when I began to question her, she then said something that stuck with me.. She said " anyone can make up a business ''. It was a slap in the face moment when my years of XXXX flashed before my eyes and I recalled walking across the stage in XXXX to get my degree and I did not hear one single hand clap because no one from my XXXX XXXX family had made the trip to XXXX to celebrate my accomplishment. I felt disrespected and I felt insulted. I sent XXXX requested information and then we went on with our business. We did not get any customers requesting payment by credit card again for 4 months. In that time, we had received increased credit with the bank by virtue of an increase in our ability to submit mobile deposits and we were also able to improve our business. We had recently completed updating our website. We 'd negotiated a great postage rate with the head of the XXXX XXXX XXXX XXXX XXXX and we were very proud of our accomplishments as a business and as a team. Last week we received a customer payment by credit card. I had to dust off my list of instructions on processing the payment and call customer service. They gave me an update on how to accomplish this and remain in pci compliance and I got the card entered. I was notified that the payment was approved and I simply moved on. We 'd never experienced a problem with USBANK regarding our business account deposits, so we did not expect any problems. 2 days after I made that deposit, we were packing up our travel bags to head to XXXX to drop off our prepared mailing that was dated XXXX/XXXX/XXXX. It was at that time on XXXX/XXXX/XXXX that we discovered that USBank did not reflect any deposit for the credit card. Upon calling the credit card merchant service I walked through the instructions on how to submit the payment and I automatically assumed I had done something wrong. It was toward the end of our friendly call that the agent, advised me that the XXXX from Fraud needed to talk to me and that was the reason we did not see our funds. I was so upset. That woman 's name triggered the memories of her negative prosecutorial tone and manner and I remembered her insults about anyone being able to open a business. I spoke with her and she was still rude and yet she was grasping for straws and delaying. So, she acted like she might be able to wrap up our case that day, which is what she did back in XX/XX/XXXX or XX/XX/XXXX when we first spoke with her ... so we hung up and Saturday arrived and we saw no payment. Monday arrived and still no payment. Monday the President called the customer support and he was told our funds would be in the acct by XXXX or no later than the next morning as everything had checked out. He then called again and then again.. When he called the 3rd time, it was because he 'd called our customer who we had not seen in almost a week and he 'd announced he was from the fraud investigation dept and he ruined our sale..temporarily anyway.

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