Consumer complaint received 2026-04-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: U.S. BANCORP
State: MN

Complaint narrative:
Back in XXXX I switched to US Bank and I opened a personal checking account. My direct deposit was not set up right away. The first paycheck I received after switching banks was a paper check. I used the US Bank app to try to deposit the check into my checking account using the mobile deposit feature. Because it was a new account, they placed the check on hold for about XXXX weeks so they could verify the funds were available. I couldn't wait XXXX weeks because I needed the money in order to pay rent. So I called US Bank several times and each rep told me they didn't have the ability to cancel the mobile deposit. The last rep I spoke with told me to take the check to a XXXX center and cash it at their financial services desk. She said US Bank would be able to detect that the check had already been cashed and the mobile deposit would be denied as a duplicate check. So on XX/XX/XXXX, I cashed the check at a XXXX financial services center in XXXX, XXXX. Later that day at the downtown XXXX US Bank location, I deposited {$1900.00} in cash at the atm. US Bank ended up depositing the mobile deposit amount of {$1900.00} into my account once the hold was up about a week later ( even though the posting date on my statement is listed as XX/XX/XXXX ). Somehow their system failed to detect the check had already been cashed. After making several rounds of call to US Bank, I finally escalated to a supervisor. They told me there was no way they could send the money back. I was told eventually the money would be taken back out of my account because it would be reconciled. About XXXX months later I called US Bank again and they gave me the same answer. I knew eventually this would show up on some type of accounting report by my employer. It would show the check was cashed twice and I was worried my employer would think I was trying to defraud them. So I went to human resources and told them what happened. That's when they told me they were wondering what was going on because they received a letter that XXXX was going to collections on them for the amount of {$1900.00} ( the extra {$30.00} charge was for the bounced check ). When XXXX went to cash the check I cashed at their store several weeks later, it was denied as a duplicate because at that point US Bank had already cashed the mobile deposit I made through their app. My employer told me to just pay the money back to the collections agency that XXXX had hired. On XX/XX/XXXX, I called XXXX XXXX XXXX XXXX XXXX ( XXXX control number : XXXX ) and paid the {$1900.00} back. This is posted on my statement as a payment to XXXX for the amount of {$1900.00} on XX/XX/XXXX. Several months later on XX/XX/XXXX, a charge called XXXX Item Paid XXXX for the amount of {$1900.00} showed up on my statement. It said it was regarding an adjustment for date XX/XX/XXXX. This money never should have been adjusted out of my account. At this point I made several more rounds of calls to US Bank. No one could tell me who the money was sent to. I kept getting transferred back and forth between the fraud department and the XXXX hour phone bank. I have even tried escalating to supervisors who have also been unable to assist. No one has been able to help me and I need this money back because it is rightfully mine. My account has been negative ever since this transaction happened.

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