Consumer complaint received 2025-10-22 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: U.S. BANCORP
State: OH

Complaint narrative:
On XX/XX/XXXX at approximately XXXX XXXX  I deposited {$580.00} in the ATM. An error is green popped up in red and it said that XXXX {$20.00} bills were rejected typically when this happens the tree will open up and it will push back out the dollar bills that it rejects, and you can either try to straighten them back out or keep them. In this case, the air screen popped up with the tray, never opened so the machine kept my {$40.00} extra that it rejected. I immediately called the bank when they opened at XXXX XXXX. The teller told me to call the number on the back of my credit card. I said this is absurd. I said this happened at your bank with your ATM. The machine needs to be counted immediately. I cant wait days or weeks for someone to come count the machine because how do we know the air is gon na get fixed and not buried in the system etc. etc. he said we dont service the machines. He also told me that this has happened to several people. Im not the only one that that machine has been known for those errors. That didnt sit right with me. I called the XXXX XXXX number on the card got bounced around to several people. They didnt know what to do. File a report with the fraud department like they told me to that ended up doing nothing. I called the branch manager, because the more I thought about it, I feel like the branch manager shouldve made a ticket on that ATM machine to get the machine counted immediately. The manager refused. So I called a different branch and that manager at a different location was nice enough to put a ticket in for me to try to get my money back. I still never got my money back. I emailed the CEOs office. They finally called me and said that they would have someone take care of it for me. That person finally got a hold of me after I called her about XXXX times and she was ignoring my messages now mind you Ive spent about XXXX hours of my own time on this trying to get my {$40.00} back. This is extremely frustrating. She told me theyve made their final decision and theyre not doing anything about it. I got a letter from them stating that I could get the transaction document from the ATM but every time I call the XXXX number on this sweater, they wont help me and they dont know what the letter is about even if I give the reference number. I have spent numerous phone calls numerous hours trying to get my money back and get them to understand that they need to look at the IT information on that machine from that day to see that the error definitely indeed did kick out on that machine now that theyve waited a month and a half is probably too late to get a resolution. I dont know if the tray being that never opened up kept the {$40.00} and then someone else ended up with my {$40.00} regardless the bank has taken {$40.00} from me and never gave it back and they dont even have the decency to have someone take care of this. I have XXXX mortgages with this bank and for bank accounts and I am definitely going to be going somewhere else with all of my accounts, this is horrible treatment. They basically stole this money from me. after several calls and emails, a woman from the corporate office finally called me and said they would have someone resolve this for me and they never did they refuse. Theyre telling me theyre not gon na do anything about it. This is absolutely absurd there has got to be some sort of way to be able to prove that that computer actually had that read out come up on the screen saying that that {$40.00} was rejected because I know indeed I put {$580.00} in that machine and I know indeed that screen popped up and said it rejected to {$20.00} bills why would I spend XXXX hours of my time arguing over {$40.00} if this was not true? And why did the teller at the XXXX XXXX? XXXX branch told me that this machine is known for this problem there is definitely something going on here that needs to be handled. And the manager also needs to be held accountable for refusing to take the time to make a ticket about this.

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