US Bank
Very Poor Customer Service

On September 1, I discovered that US Bank Bill Pay did not print out the address for my payment of $445.00 to City of San Diego-Fire Dept at PO BOX 129030, San Diego, CA 92112-9030. XXXXX, the US Bank Representative at the time informed me that he would file a claim and that US Bank would proceed to work with The City of San Diego on my behalf to retrieve the funds as it was US Bank’s Bill Pay error. On September 22, I spoke with Sharon, a customer service representative who initiated a conference call with the City of San Diego. After an unsuccessful attempt with speaking to XXX, OOOOOO instructed me to fax over all documents to 800-868-2265 to Bill Pay Ops. She also asked that I pay the full amount to the City of San Diego including the late fees. OOOOOO assured me that US Bank would not only reimburse me for the late charges but that US Bank retrieve the misallocated $445.00 from the City of San Diego Utilities Department. On September 23, I called US Bank because the fax number was incorrect. I spoke to ZZZZZ in Internet Banking. She informed me that not only was I fully responsible for late charges, I would need to contact the Utilities Department on my own to retrieve the misallocated funds and that the case had been closed on September 6. After an hour of arguing, she re-opened the case and made a note in my file that the late fees are to be reimbursed but that they would not assist me in retrieving the funds from the Utilities Department.

Now I am speaking to a fourth representative. She informed me that since it has been past 30 days from my statement that they are unable to assist with retrieving funds from the Utilities company. I am now arguing the case that since I was not aware of my payment being sent to the wrong company in the 30 day period of my statement, that my case should be an exception to that policy.

Overall, I am finding it very difficult for US Bank to correct a matter which is entirely their responsibility.

Company: US Bank
Country: USA

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