Consumer complaint received 2020-09-28
Company: U.S. BANCORP
State: KS
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am a single mother of XXXX, things have been super tough with COVID and money is tight. On XX/XX/XXXX I deposited my paycheck through mobile deposit on my US bank app, says it would post to my account by XX/XX/XXXX. First I only deposited my check on a Saturday because I had to wait a week to get my check because the post office delayed delivering it. So I finally received it on Saturday XX/XX/XXXX, I did mobile deposit because I didnt have enough gas to drive to the bank. US  bank made {$220.00} available immediately and said the rest would be available by XX/XX/XXXX. I used some of the money and on XX/XX/XXXX I checked to see if the check posted so I could pay my bills and my account showed it was negative {$210.00} and check still had not posted. I called US bank to find out why my account was negative and they told me there was a 7 day hold on the check. The customer service representative told me that only a branch manager could release the hold and I asked to be transferred to a manager and was sent to an automated system that hung up on me. I called several bank locations and no one answered the phone, I finally got a hold of someone I spoke to XXXX at the XXXX XXXX location and he told me that I would need to speak to the manager at my home branch, I told them no one answered. He said he would try to reach out to that bank manager and give me a call back. 2 hours later I received a call from XXXX at the XXXX XXXX XXXX location, I asked about why there was a hold on my paycheck my check was only {$1000.00}. He said he had no idea that the system didnt say the exact reason but said it was probably for fraud and that they needed to wait to make sure funds cleared and told me he could not remove hold. XXXX said there was hold on check until XXXX and that I would have to wait until then, this is longer than the 7 days I was originally told. Even though I was told XXXX had the power to remove hold he said he couldnt, I asked if there was anyone at US Bank that could remove the hold he said nobody could. Find the hard to believe that, a bank that has millions of customers cant release a hold off a check. I then asked about my account being negative and about the fees they will charge me for my account being negative and he told me that I would have wait until they charge the fees to my account and then he could wave 3 of fees but that was it. I just want my check released, my lights and water are going to be cut off by the end of the week. I cant wait until XXXX. It is unacceptable for my bank to hold my check for a week and a half and then turn around charge me fees for them making my account negative. I plan on suing US Bank for being unethical and holding the money of a single mother of XXXX and allowing her lights and water to be shut off after she worked 80+ to earn that money and now cant buy her daughter a gift for her birthday tomorrow.

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 monetary relief