I have been banking with US Bank for a few years, and have always kept my accounts in good standing. When a check I wrote a month ago was cashed late, it caused me to overdraft the same day I was going to deposit a paycheck. I immediately noticed the $35 overdraft charge and called Customer Service to have it waived. I was told as long as my check was deposited within 24 hours the overdraft would be waived. I attempted to deposit my check using the mobile app, and it was declined twice! The first time I received an email saying "this check is not eligible for remote deposit" and the second time due to poor image quality. I could not get the app to work until this morning, when my check finally went through but the overdraft had already been posted!
I called Customer Service again and explained everything for a second time, they said there was nothing they could do unless there was proof I was having problems with the app - so they transferred me to an app specialist. I had to explain everything a third time to her, and while she verified that there were problems with the app and depositing checks using it, that the "24 hour" policy I had been told about was not true so there was nothing she could do.By now I was livid, so I called my branch, explained the entire story to them for the FOURTH time and how the Customer Service reps had been giving me the run-around all morning, and the woman at the branch said that happens all the time! Told me to call the branch from now because she hears nothing but complaints about the customer service reps, and was able to review my account and waive the overdraft charge for me. THANK GOD I finally found somebody at US Bank who has a brain! It only took 2 days and about 5 phone calls!
If I have an experience like this again with them, I will definitely be closing my accounts and moving to another bank.
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