U.S. Bancorp Bank Account Or Service Complaint

U.S. Bancorp Bank account or service department,

Other bank product/service Using a debit or ATM card Illinois

On -/-/2016 I used my US Bank ATM card to withdraw $400.00 twice from a non-US Bank ATM machine located only 1.5 blocks from the US Bank branch in -, -, where I have been banking since -/-/2016. My - US Bank monthly statement showed that I had withdrawn $400.00 twice on Friday - and again $400.00 twice on Monday -/-/-. - at the US Bank looked at the ATM receipts and explained to me the process of contesting the additional withdrawals. On -/-/- my account was credited with the $400.00 twice. However, in late - I received two identical and separate letters from the US Bank ATM Department informing me that the owner of the ATM machine had declined my request for reimbursement and that US Bank has on file the communication between them and the owner of the ATM machine should I wish to see them. I immediately called the number for the US Bank ATM department and spoke to -. She confirmed that I am entitled to see record of the communication between them and the owner of the ATM machine and asked me if I wished to receive


However, the next day I received a phone call from - that was confusing ; she said that such records would not be available to me but she could not provide me with an acceptable explanation. When I told her that I intended to pursue this matter further she abruptly hung up the phone. Before relocating to -, I lived in -, - where I had opened my original US Bank account. I had always had excellent customer service from the branch that was managed by -, whom I contacted about the recent matter. I travel back and forth between - and -. - said she would look into it. -, US Bank Branch Manager in -, told me that he, not -, would be the one to pursue the matter on my behalf. I am attaching a copy of a series of e-mails where - made repeated promises to pursue the matter stating : " I have not forgotten about you -. '' Lately, due to repeated negative customer service encounters, I decided to take my saving account from the US Bank. - was encouraging me to also close my checking account but I refused to do so due to " outstanding business '' ( the matter I am describing in this complaint ). When I asked him if he had an answer for me about the ATM matter he said that my account did not originate in his branch but rather in -, - and that I should go back and talk to -. He then told me that due to " paper work that you had filed with -, US Bank does not owe you an explanation. '' He could not tell me what paper work he was talking about. He could not deny that he had not been in touch with - either. I went back to - ( please see attached e-mail ) and she promised to take care of the matter. However, weeks later I still had not heard from her. I placed several calls over a period of many days and I still did not hear from her until yesterday : she called to tell me that she had been in touch with several resources ( she could not name one such resource ) and has not been able to get me an answer. She admitted she had not contacted -. She asked me to wait until she has had a chance to call the District Manager ( she has had lot of time to do so but has not ). Before going back to - in -, I reached out to - who, according to -, is the US Bank District Manager for my reside area in -. Despite leaving her several messages over a period of several weeks, she has not returned my phone calls. I am at loss to understand what is going on with the transactions in question. I feel my consumer rights are being violated. Should there be an error in my own accounting, I am happy to take responsibility. I am simply requesting documentation of the transactions.