Consumer complaint received 2022-01-11
Company: U.S. BANCORP
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Problem with : U.S. Bank, XXXX. ( primary subsidiary of U.S. Bancorp ) XXXX XXXX XXXX XXXX XXXX, CO XXXX Persons contacted at Bank about issue : XXXX XXXX XXXX XXXX ( USBank Customer Service employee ) XXXX ( ( XXXX ) - XXXX XXXX ) XXXX ( ( XXXX ) - USBank rep. that called me and relayed there was a team to deal w/this type of situation ) On XX/XX/XXXX, I wrote a {$13000.00} check on my USBank company checking account. On the same morning, I called USBank Customer service, and spoke to XXXX, and requested a stop payment order be issued on this company check. 

Subsequently, the check in the amount of {$13000.00} was cashed by FirstBank on XX/XX/XXXX, XXXX # XXXX, routing no. XXXX. 

On XX/XX/XXXX, the amount of {$13000.00} was deducted from my company account, with the notation of Check XX/XX/XXXX # XXXX despite my stop payment order having been relayed to USBank. 

On XX/XX/XXXX, I called USBank and was told by an employee at the call center, that the Banks employee, XXXX, had never placed the requested stop payment on check no. XXXX. A tape of the conversation of XXXX and me was listened to, to confirm the requested stop payment order call took place. I was told XXXX was XXXX XXXX, and she would look into this matter. I was likewise given Dianas number ( ( XXXX ) XXXX ). 

On XX/XX/XXXX through XX/XX/XXXX, I called and left daily messages for XXXX, with no reply being received until XX/XX/XXXX at XXXX, XXXX days after my initial request for a call back. XXXX indicated the bank does not guarantee stop payments. I reiterated that I had confirmation that the requested stop payment order was never actually put in place. XXXX told me that she would speak with XXXX about his mistake, and there was nothing further she could do. 

I indicated I was not satisfied and XXXX indicated she would contact her supervisor about this matter. I did not hear back from anyone in this regard. 

On XX/XX/XXXX, the amount of {$13000.00} was put back into my company checking account, with the notation of XXXX XXXX XX/XX/XXXX XXXX XXXX # XXXX. 

Subsequently, on XX/XX/XXXX, the amount of {$13000.00} was again deducted from my account, with the notation of XXXX XX/XX/XXXX XXXX XX/XX/XXXX. 

Thereafter, every day from XXXX ( over a week ), I again left messages for XXXX, and received no reply. 

On XX/XX/XXXX, I received a call from XXXX at ( XXXX ) XXXX. She told me that USBank had a team more prepared to deal with this type of situation, that was working on this matter. 

On XX/XX/XXXX, I received a call from XXXX wherein she stated that the Federal Reserve had interceded and withdrawn the money, and there was nothing else USBank could do about it. 

I have since gone into my branch on at least four separate occasions, after calling, leaving messages and getting no response. I finally met with XXXX XXXX XXXX, the branch manager, and explained my frustration with the lack of communication from US Bank and he PROMISED me that he would personally address my concerns by speaking on my behalf to the regional customer relations manager, and stay in close contact with me. He called me once to tell me he wasnt able to reach the customer relations manager, and XXXX has since gone silent. I have been told they are on vacation when I was unable to contact XXXX, the customer relations manager, and now the same as to XXXX, on one of my visits to the branch to speak to XXXX. So far, nobody has taken accountability, nor addressed this issue when I have made attempts to try to resolve this amicably.

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