Consumer complaint received 2025-06-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: U.S. BANCORP
State: IL

Complaint narrative:
On XXXX XXXX XXXX  XXXXXX/XX/XXXX around XXXX XXXX  ( XXXX XXXX hour ) I stop at US Bank ATM at XXXX XXXX XXXX, XXXX IL XXXX to deposit {$300.00} ( XXXX XXXX XXXX  bills and XXXX XXXX  ) I enter my pin number and proceeded to insert the money into the Atm. The ATM started making the noise it normally make when counting the money then it ( Timed Out ) once the machine came back up, it went back to the beginning screen to start the transaction all over again but it kept my money and never gave me a receipt. I proceeded to start the transaction over. I wanted to see if once the cash deposit slot opened up again, my money would come back out but it did not. I wanted to call the police but I knew they couldn't help. I went home and call US Bank customer service and filed the first of XXXX claims. The first claim was done on XX/XX/XXXX same day. I was told I would get a credit 7-10 business days while the bank Investigate my claim. After several of follow up phone calls, on the 10 business day, I received a claim denial letter It stated that there was not overage in the ATM. I looked over the letter in disbelief. After the third read over, I noticed that the rep had the date as XX/XX/XXXX and the time as XXXX XXXX. How this happened? do not know. I called the bank the same day this happened and said, i just let your ATM in XXXX  IL. I became upset all over again just like the day the money was taken. That Monday was XXXX XXXX, so I went to the bank in XXXX that Tuesday after XXXX XXXX and did another complaint with the manager this time.I believe her name is XXXX. I explained to her what happened and explained that time and date is wrong on the first claim so she did a new one. She then proceeded to tell me, you will get credit 7- 10 business day while Investigating my claim, I asked her to pull the cameras.She said they don't have access to the ATM.However, the ATM is attached to their building.There 's no way there's no cameras that they can't get access to that shows me at that ATM on that day and what is happening. I have requested with multiple customer service representatives and the manager to pull the cameras.No one seems to want to pull the cameras. 5 days after I left the bank, I get another denial letter saying there is no finding and money was returned back. There is no way because one, they did not check the camera and XXXX XXXX put the time of the transaction in wrong again per the fraud rep i spoke to for the third claim. She put it in as XXXX again. It was around XXXX XX/XX/XXXX. I called the fraud department the day I got the second denial letter and she seemed very understanding and she could not understand why the report keep being done incorrectly. She took a third report but at this point, I do not trust the bank employees. My wife worked for XXXX XXXX  for 15 years and she said there is no way that ATM is not showing over unless some in the bank ( employees ) too that money to make the ATM balance and this is probably why the report was done incorrectly. I need help because that {$300.00} was to take care of a bill that I am now behind on paying.

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