Consumer complaint received 2024-04-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: U.S. BANCORP
State: KS

Complaint narrative:
Brief : - I tried to deposit a customer check for {$6400.00} via mobile app - The deposit didnt show up after 2 days and the US Bank XXXX customer service told me they had no record of it and that I needed to deposit the check at the branch. It was not showing on the mobile app either- I deposited the check at the branch as suggested by USBANK- The next day there were XXXX deposits this left me VERY concerned that my customer would get XXXX bank drafts! 
- I called in to get assistance, I was disconnected 3 times in trying. Once I got through to customer service, my requests for escalation were sandbagged. 
- A technology error report was submitted ( I have pictures/proof that it wasnt deposited/showing on the app ) by the customer service agent - I finally followed the processed of having it reversed by someone on the phone at the branch who assured me a manager would call to follow up the next day.

- Manager never followed up. 
- Now there are XXXX adjustments and I essentially do not know where my payment is - Im currently out {$6400.00} - US Bank support & technology has failed me as a customer and my own customer - Ive spent no less than XXXX hours of my personal time on this issue. Time that could best be used to work on my business, help my customers, and help my people. 
- As of XX/XX/XXXX, the my customer that wrote the {$6400.00} check acknowledges that XXXX withdrawals were attempted, but only XXXX currently exists. 
- US Banks own employees acknowledged the big uptick of frustration and complaints similar to mine. It appears that US Bank has safeguards in place at to prevent/avoid escalations occurring, thus preventing major issues like this being addressed appropriately to avoid negligence. 
- I received follow up from the US Bank Social Media team based on an online posts requesting assistance. They responded, took my information, escalated, but still havent heard back. 
TIMELINE XXXX ( Saturday ) : - I made a mobile deposit consisting of XXXX checks ( {$5000.00}, {$190.00}, {$6400.00} ). All three checks appear to have been deposited through the mobile app. 

XXXX ( Monday ) : - While checking my account online, I noticed only XXXX deposits were reflected ( {$5000.00}, {$190.00} ). The deposit for {$6400.00} was not reflected online. 
- I checked the mobile app to see if the {$6400.00} deposit was in the pending deposits section, but no it was not. 
- I checked the completed deposits screen on the mobile app, but it was not listed. 
- At this point it appeared that the check did not process properly, therefore, I assumed it may have been an error on my part. So, I attempted to deposit the check again. However, the mobile app indicated it already had a record of the check and my deposit was not accepted. 
- Confused, I made a call to the XXXX number to get clarification. The customer service agent on the phone indicated and confirmed that the check for {$6400.00} was not reflected anywhere in their system and it must be a glitch on their side. The only solution to this point would be to deposit it in person. I expressed concern about possible duplication, but she assured me it was not processed on their side. 
- As instructed by US Bank, I drove to a local branch and deposited the check. 
o XXXX XXXX XXXX XXXX, XXXX, KS XXXX XXXX ( Tuesday ) : - On this morning I logged into my account to find that XXXX deposits for {$6400.00} were in my account ( this was NOT supposed to happen ). 
- Frustrated, I tried to make contact with someone on the XXXX number o XXXX try I worked the phone system XXXX only to be disconnected by the system when being transferred to someone. 
o XXXX try Again, I worked the phone system XXXX only to be disconnected by the system when being transferred to someone. 
o XXXX try I was connect to a woman ( XXXX? ) - XXXX took my call and listened to my concerns. I expressed multiple times that I wanted to be escalated to a manager due to the nature of the issue but was dissuaded multiple times that wasnt necessary and she assured me that she was required to handle the issue. Hesitant, but not getting anywhere requesting escalation, she indicated theres only XXXX thing that can be done, which is to reverse the charge. 
o XXXX worked through the wanted to report the technology issue. Through a series of Q & A she created a report for the technology team. 
She also guided me through and encouraged me to take screenshots of the app NOT SHOWING THE DEPOSITS as of the date on the call! 
o At this point I was told this could still be reversed SAME DAY because it hadnt processed yet.

o However, it could only be done by branch where the recent transaction was deposited o Again, I wanted this escalated. At this point it felt like things could easily go wrong again and my customer would be deducted {$6400.00} TWICE! 
o XXXX wanted me to call the branch to handle this local, but I refused and requested she stay on ( this is not my fault, and I dont want to be passed off ). Clearly there was much hesitation to NOT get a supervisory involved. I simply wanted to have someone take my issue with care an follow up. 
o XXXX told me she would connect with me to the branch and sort through this. However, when she tried to make the connection, the line was disconnected ( AGAIN! ). 
o I waited to see if she would call me, because it seemed reasonable to get a call back, no follow was received. 
- Shortly after, I made ANOTHER call to the XXXX number. This time I was connected to XXXX ( spelling? ). She was kind and briefly heard my story, but I requested/demanded to be escalated to a manager. 
o XXXX, after many attempts to encourage me away from escalation despite knowing my frustration and seriousness of the situation, finally agreed. 
o We spent about XXXX minutes waiting for a manager to respond or become available ( this was mid-morning ). 
o After spending most of the morning on calls and needed to address my own customers, I agreed to have XXXX help if she would agree to have a manager call me when available. 
o XXXX made the same suggestion that the local branch would have to reverse the charge. 
o XXXX made the phone connection with the branch, and we all spoke about the issue. XXXX at the XXXX XXXX XXXX XXXX, XXXX, KS XXXX branch handled my issue with XXXX on the phone, too. Her manager was off working this day, but she assured us she would handle the issue. She would have to process the issue and call me back same day to assure me this was completed. This was late morning. 
- About XXXX hours later I received a call from one of XXXX reporting service manager, XXXX. XXXX heard my entire story and assured me that XXXX did the appropriate actions and that this should resolve all the issues and she was 99 % sure that my customer would be unaffected. She apologized many times for the issues and assured me she would report this upwards and that this issue should be considered resolved. 
- By XXXX I didnt hear back from XXXX at the local branch. I made a phone call to the bank and asked for her, but was told she was with a customer and she would call me back. 
- By XXXX I still hadnt heard back so I called the local branch again fearing the branch would close soon. I waited approximately XXXX minutes for her to pick up. At this point she explained that she had to process the reversal a different way and it could take XXXX days to process, but thats all she could do. Frustrated, I asked for her to have her manager call me the next day. She agreed. ( I NEVER HEARD FROM THIS MANAGER ). 
- At XXXX a reversal had been made : o XXXX XX/XX/XXXX Item Paid Twice XX/XX/XXXX o This was expected XXXX ( Wednesday ) : - I checked my account and noticed everything looked as expected o There were XXXX deposits for {$6400.00} on XX/XX/XXXX o There was XXXX Adjustment for {$6400.00} as expected XXXX ( Sunday ) : - I checked my account to find that there was another adjustment that occurred on XX/XX/XXXX for ( - {$6400.00} ) o Returned Item From A Previous Deposit- I tried to call customer service, but they were closed - Out of desperation to find out who could assist or care about this issue, I made a public statement on the XXXX page regarding the issue. This response was met by assurance that someone would contact me on Monday. 
XXXX ( Monday ) : - A gentleman from the Social Media Marketing team at US Bank called to address my issue ( this person had held no authority or accountability for the issue ). I explained that I appreciate his call, but I dont want to relay my situation and concerns with someone from the social media team, especially when Ive listed the issues on the social posts. This needed to be addressed by someone with authority & accountability. He took my information and assured me that I would hear back from someone. He also indicated that this response may be in the form of phone/email within XXXX days or 14 days by mail. 
- As of XXXX at night Ive received no communications from US Bank- I have confirmed with my customer that wrote the {$6400.00} check that they did see XXXX withdrawals on their side, but currently only XXXX reflects being withdrawn.

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