Consumer complaint received 2026-05-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: U.S. BANCORP
State: MO

Complaint narrative:
I am filing this complaint regarding an unresolved error involving U.S. Banks Bill Pay system and funds withdrawn from my checking account that the bank can not account for or properly trace. On XX/XX/XXXX, U.S. Bank deducted {$220.00} from my checking account. The transaction appearing on my XX/XX/XXXX bank statement is listed as follows : Date : XX/XX/XXXX Description : XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX TO XXXX XXXX XXXX XXXX XXXX Amount : {$220.00} U.S. Bank claims this transaction was processed electronically through XXXX XXXX. However, this explanation is inconsistent with the facts surrounding the merchant and the payment setup. XXXX XXXX XXXX XXXX has never been established within my U.S. Bank Bill Pay profile as an electronic payee. I have never entered XXXX XXXX, routing numbers, account numbers, or electronic payment instructions for this merchant into the U.S. Bank system. In addition, XXXX XXXX XXXX XXXX does not offer owners the ability to make XXXX or direct electronic bank payments. The association only accepts payments by mailed paper check or recurring payments through a separate credit card payment system. Payments are made monthly and all previous and subsequent payments made through U.S. Bank Bill Pay to this merchant were issued by paper check. In XX/XX/XXXX, U.S. Bank issued paper check number XXXX to XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( as a result of condo increase ) Dated XX/XX/XXXX Check # XXXX -- My XXXX statement reflects the following transaction : Date Cleared : XX/XX/XXXX Reference Number : XXXX Amount : {$220.00} All checks listed above have been received and deposited by XXXX XXXX XXXX XXXX. However, the XX/XX/XXXX electronic XXXX XXXX transaction was never received by the merchant. As a result, I am now being charged a {$25.00} late fee by the condominium association for the missing payment. I initially contacted U.S. Bank in XX/XX/XXXX regarding widespread problems associated with the banks XXXX XXXX system and disputed multiple duplicate payments at that time, including this XXXX XXXX XXXX XXXX payment. I contacted U.S. Bank regarding these issues on the following dates : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX On XX/XX/XXXX, U.S. Bank opened case number XXXX regarding this issue. I was informed the matter would take approximately XXXX business days to investigate and resolve. On XX/XX/XXXX, after the stated resolution timeframe had passed, I contacted U.S. Bank again and was informed the issue still had not been resolved. I was then told I needed to contact the banks dispute department for further handling. I started with the disputes department in XXXX. I have been routed to XXXX, XXXX XXXX, XXXX ( because it's a business account ), several individuals in XXXX XXXX and now back to disputes. U.S. Bank representatives have repeatedly stated that the bank attempted to contact XXXX XXXX XXXX XXXX XXXX XXXX regarding this matter. However, despite these alleged outreach attempts, U.S. Bank still has not provided any evidence showing where the XX/XX/XXXX payment was actually sent. I have repeatedly requested that U.S. Bank provide proof showing where the XX/XX/XXXX funds were actually sent. Despite multiple conversations, U.S. Bank representatives continue referring me only to the wording appearing on my bank statement and state they can not resolve the matter unless the merchant contacts them to confirm non-receipt. This response is unacceptable. If U.S. Bank withdrew funds from my account and processed an electronic payment, the bank should be able to identify : XXXX. The financial institution that received the funds XXXX. The destination account information used for the transfer XXXX. The name on the receiving account XXXX. Confirmation that the funds were successfully delivered and accepted To date, U.S. Bank has failed to provide any of this information. The XX/XX/XXXX XXXX XXXX withdrawal and check # XXXX are not the same transaction. Both amounts were separately deducted from my account, yet only the paper check payment was received by the merchant. I am requesting CFPB assistance in requiring U.S. Bank to : XXXX. Conduct a full investigation into the missing XX/XX/XXXX XXXX XXXX transaction XXXX. Provide documented proof identifying where the {$220.00} was sent XXXX. Reimburse the missing {$220.00} if the bank can not establish proof of delivery XXXX. Reimburse the {$25.00} late fee I incurred as a direct result of this unresolved payment error I have retained copies of my bank statements, transaction records, and proof of payments received by the merchant.

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