Consumer complaint received 2017-02-02
Company: U.S. BANCORP
State: KS
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I made a large ( for me ) deposit at my bank on XXXX. Later that day the bank " adjusted '' my account by subtracting {$150.00} saying that the deposit was off by that amount. I specifically asked the teller that morning if my amount matched her amount because the deposit was over {$4500.00}. She indicated it did. I had XXXX handwritten deposit tickets filled out because I had more checks than would fit on one page. The bank is only able to provide me with a copy of one page ( front and back ) of my deposit tickets because they say they shredded the second page. Their excuse is that since its an individual account they are only required to send " down '' one page of a deposit ticket. I feel that they misplaced a check in the amount of {$150.00} and that 's why the deposit did n't ' add up. There is no way to tell though because I ca n't see the second deposit ticket. I was not told at the time I made the deposit that I needed to separate the deposit into XXXX separate deposits nor was I told that I could n't " run a business '' out of a personal account. I 've only been reprimanded after the fact for doing so. I 've been dealing with this issue and explaining it over and over to US Bank personnel and getting different answers/excuses. The first person I spoke to at the customer service number indicated that he would send me a form to fill out and the money would be deposited back in my account. Never received the form or the money. The second person I talked to at that number told me that the reason the money was " adjusted '' was because the check for that amount was a bad check and it bounced. I informed her that was not the case because I had recently had that happen and it was not handled in the same way. XXXX customer service reps both clueless representing this bank. I was then given the name and number of a district branch manager to contact. I called him and left XXXX messages without ever having a call returned. Then I received an email survey about my " experience '' with customer service. When I explained my frustration in the survey I did finally get a call ( the only positive of this situation - they actually do read the survey input ). Was told by this person that she understood my frustration with the whole situation and that she would look into it and file some sort of paperwork. It might take up to 72 hours to hear back. This conversation occurred on Thursday, XXXX XXXX and it 's now Thursday, XXXX XXXX. The lack of responsiveness and follow through from these people is frustrating. In the meantime I 've been talking with someone at the branch again and after some initial concern there was no follow up. I left XXXX voice mails for this person with no response. I finally called the main bank number and asked to talk to her today and finally reached her. Their response is the same - they do n't have to keep a second deposit ticket. I just want to get my {$150.00} dollars back. Can you please help?

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