Consumer complaint received 2021-09-26
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: U.S. BANCORP (NC)

In XXXX, I sent a paper pay check, to the Bank-by-mail address for U.S. Bank for {$190.00} XXXX I did not deposit the check through the mobile application since the application was having issues, and there were no U.S. Banks in the state where I was attending college. The check never was deposited into my account, so I spoke to bankers in XXXX & XXXX at their general customer service line who informed me that 1 ) the check would eventually be deposited since there may be delays or 2 ) to call my employer and just ask for a new check. I contacted my employer, who investigated and concluded that my check was indeed deposited into an account so they could not issue me a new check. On XX/XX/XXXX, I called U.S. Bank who informed me that they would credit my account with an adjustment within 3-5 business days, and they finally determined through the check number that a banker accidentally deposited my check into the wrong account number. They also stated that they would call me within 3 days to follow-up. However, that never occurred. 

On XX/XX/XXXX, I called and another banker attempted to do the adjustment, but that never occurred. On XXXX, I called and another banker attempted to do the adjustment for within XXXX business days, and that never occurred. On XXXX, I called, and this banker ( XXXX ) opened an investigation and informed me that I would be receiving a provisional credit within XXXX business days. On XX/XX/XXXX, I called to ask for this information in writing or an option to send this in writing, and the banker informed me that the bankers have back-to-back calls and do not have the time to send confirmation in writing to customers. On XX/XX/XXXX, I called and spoke to a banker named XXXX, who stated that the deposit would now occur on the XXXX business day ( XX/XX/XXXX ) to allow for processing on the XXXX business day. This never occurred. On XX/XX/XXXX, I called and spoke to XXXX, who emailed the ACH department and provided me with their phone number since I had not received my provisional credit or any information related to the investigation. 

On XX/XX/XXXX, I called the ACH department and spoke to XXXX, who emailed a different department, and informed me that she would call me later that day or the next day. She informed me that XXXX accidentally filed my dispute investigation claim incorrectly, so this is why I have not received my provisional credit. This follow-up call never occurred. On XX/XX/XXXX, I called the ACH department and again spoke to XXXX, who informed that she would put me on a brief hold so that she could speak to her manager. Instead of putting me on hold, she immediately transferred me without informing me to another banker. This next banker informed me that this may not be an issue that has anything to do with the ACH department. They also stated that they would put me on a brief hold so that they could figure out how to resolve this, but again, instead of doing this, immediately transferred me without informing me to another banker.

This next banker informed me that I would not be receiving a provisional credit after 10 business days of an investigation since provisional credits are only for credit card or debit card transactions. I read to her the Regulation E guidelines and the information from the U.S. Bank Digital Services agreement, which contradicted her statement. Then, she stated that I should go into a physical branch, and they would be able to provide me with this provisional credit. I reemphasized to her that the reason I mailed the check is because I am in a state without a U.S. Bank. Then, she stated that they had just opened a branch that is a three-hour drive away from my city. I informed her that I did not have a car, and I was not going to drive that amount of time even if I did. Then, she suggested that I call the Bank-By-Mail branch to have them issue the credit. When I told her that there is no phone number for this address, she then discovered that this bank-by-mail location can not be contacted by phone number. Then, she informed me that she would file a new investigation that if I agreed to, I would not receive a provisional credit and it would take somewhere between 30 - 90 days. I declined this since this has been going on for months, and I asked her to escalate this situation.

She could not do so and stated that she could not help anyway else, so I immediately contacted the ACH department again. This banker stated that XXXX manager had contacted the XXXX yesterday, and the CCU should be calling me by Wednesday. They also stated that the previous banker 's recommendations would be a waste of my time, and that the previous bankers are trying to " give me the run around so they don't have to do anything. '' I informed her that I have been repeatedly told that I will be followed-up with but they are unable to do so at any point, so I requested their phone number for when they do not call. She could not provide this. This is absolutely ridiculous that I have spent hours over months requesting that U.S. Bank deposits a {$190.00} check when 1 ) I have a picture of the check and 2 ) their Bank-by-Mail service caused this error as they deposited it into an account that is not mine.