Consumer complaint received 2026-01-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: IL

Complaint narrative:
On XX/XX/XXXX, around noon, I attempted to deposit {$4500.00} in cash ( all {$100.00} bills ) at a U.S. Bank ATM ( XXXX, machine XXXX ) located at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX. 

During the transaction, the ATM malfunctioned while accepting my cash deposit and spat the cash out onto the floor. Believing the issue may have been caused by inserting too many bills at once, I separated the cash into smaller portions. 

I then attempted to deposit {$3000.00}, but the ATM incorrectly displayed that only {$1900.00} had been deposited. Immediately recognizing the error, I canceled the transaction and requested the funds be returned. However, instead of returning the full {$3000.00}, the ATM returned only {$2000.00} in physical cash, further confirming that the machine was malfunctioning. 

I re-counted my cash and had only {$3500.00} remaining, meaning {$1000.00} was not returned by the ATM. CCTV footage would document this entire process, including my repeated cash counts and attempts to resolve the discrepancy at the machine. 

During this confusion, the ATM also retained my debit card, forcing me to go inside the branch to speak with a manager. With the manager present, I then deposited the remaining {$3500.00} into my account. 

The branch manager retrieved my debit card and instructed me to contact U.S. Bank customer service to file a formal claim, stating there was nothing they could do at the branch level. At that time, I explicitly requested that CCTV footage be retained and reviewed and that ATM balance and reconciliation records be examined due to the malfunction and missing funds. I also expressed concern that the ATM should be shut down immediately to prevent similar issues for other customers. The machine was not shut down. 

Despite the clear discrepancies in the amounts recorded and returned by the ATM, and despite my repeated insistence that I deposited {$4500.00}, U.S. Bank denied my claim. I was not provided any audit documentation, transaction-specific reconciliation records, or confirmation that CCTV footage was preserved or reviewed, despite requesting this information. 

I did not receive a receipt at the time of the transaction, and U.S. Bank has refused to provide ATM reconciliation logs or surveillance footage that could independently verify what occurred. 

I later received a denial letter stating that my account had been credited {$2000.00}, which is incorrect. The {$2000.00} referenced was not an account credit, but rather physical cash returned by the ATM during a canceled transaction. My account was never credited {$2000.00}. The only credit applied was a temporary provisional credit of {$1000.00}, which was later reversed despite unresolved discrepancies. 

Based on the denial letter and the lack of supporting documentation, it appears that U.S. Banks investigation relied primarily on a review of my account posting history, rather than a transaction-specific examination of the ATM malfunction itself, including cash-handling errors, incomplete cash return, reconciliation records, or CCTV footage. This approach does not address the circumstances under which the funds went missing and does not constitute a reasonable investigation of an ATM malfunction. 

This situation has caused financial harm, significant time loss, and distress, and I believe I was unfairly denied reimbursement for a documented severe ATM malfunction.

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