Consumer complaint received 2026-01-14 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: OH

Complaint narrative:
XXXX, XXXXXXXX XXXX XXXX XXXXXXXX XXXX USBank said case is processing at correct time and provisional credit will not be issued due to said not 10 business days and its still pending in a timely matter. 

Claim # XXXX ( USBank ) fraud dispute I always use USBank atm for deposits or withdrawals but this particular day I went to the atm at XXXX XXXX in XXXX Ohio and it was someone else atm card stuck inside so the machine was not operable to use. And I have used XXXX over 7 years ago to make deposits in the past and never had an issue until XX/XX/XXXX of course when this issue happened. 

Claim filed on XX/XX/XXXX XXXX ATM kept my {$400.00} cash I was depositing into my USBank checking account, I can hear the machine counting the cash but then suddenly the machine stopped working and issued me a receipt of error why my cash was not returned out of machine as it was put in the tray. My card was returned but no cash thereafter, I was shocked this happened and immediately contact my bank to file fraud dispute. It was no number on the atm to contact a company regarding the issue just experienced. All ATM have cameras and if the camera was pulled then USbank or XXXX would clearly see I deposited cash and not receiving any of my cash back to me. I was told the process will take XXXX business days to verify fraud of machine and I was told I would get a provisional credit while case is pending but that never happened and I get a letter on XX/XX/XXXX stating that during USBank investigation, they were not able to locate my deposit of {$400.00} cash and therefore my claim has been denied. Not one during the investigation did USBank ask me for ATM receipt received from XXXX ATM machine that clearly stated we encounter a problem returning your cash. I asked how does the bank knows that its a issue disbursing cash from machine is over the limit of cash transactions received at the atm and I was told the atm machine would be off balance of extra cash received but not disbursed out. 
I wouldnt make a false statement of putting cash inside the atm machine and not receiving it back to me as I put it in. It seems to me that USBank fraud department is NOT actually investigating fraud/theft claims as I thought it was intended for when a customer file a complaint and stated in detail what actually occurred during my transaction at a third party ATM machine ( XXXX ) malfunction on XX/XX/XXXX @ XXXX. With all the misinformation I was told by USB ATM fraud department someone or multiple people are operating unfair illegal practice of keeping people cash that is not theirs to keep or someone whom is emptying the atm machine is stealing cash before it taken to bank ( s ) for processing transactions from the ATM machines. This specific machine had to off balance of cash received versus withdrawing out of {$400.00} on this day of XX/XX/XXXX when I encountered a problem of NOT returning my cash as I put in the ATM tray, however I received back my USB debit card and a paper receipt that clearly states the XXXX # XXXX has encountered a problem returning my cash to me. And the receipt states to contact my financial institution which I did immediately while still in shock at the XXXX ATM. Its bad business that during USB investigation that although the ATM in question is a XXXX party and not USB that they would view cameras and request that required information to verify that something in fact is theft/fraud from someone who collected the monies from this machine that it is over and I never received my cash back at I put in the ATM on XX/XX/XXXX or a deposit into my account of the stolen {$400.00} cash in question. I faxed USB evidence of receipt from XXXX Bank ATM on XX/XX/XXXX and the XXXX getting the run around and USB is liaisons are not listening or looking at the evidence I emailed and they have received. Because I dont have an account with XXXX XXXX was told by employees that I have to file complaint with my actual bank and they would investigate but this is NOT what USB is doing since its been almost XXXX weeks and I have not received my cash back from XXXX XXXX XXXX. 






XXXX atm @ XXXX, XXXX XXXX, XXXX OH XXXX @ XXXX XXXX XXXX at XXXX XXXX USB Fraud department

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