Consumer complaint received 2023-12-04
Company: U.S. BANCORP
State: CA
Product: Prepaid card
Sub-product: Payroll card
Issue: Unexpected or other fees

Complaint:
On XXXX XXXX at XXXX there was a transaction done for the amount of {$800.00} in XXXX Ca XXXX I received an alert via email regarding that transaction that stated that the transaction for {$800.00} was preauthorized. with a date of XX/XX/XXXX with a balance of {$110.00} the date and the balance amount was wrong. I called right away as soon as I saw the alert tried 4 times to get thru the line the customer service department keep answering and sending my call to leave a review of their service when they had not even help me they will say please hold and will send me to leave a review. I drove to the XXXX XXXX XXXXXXXX atm in XXXX, CA XXXX my town and withdraw the rest of my money that was left after the fraud transaction and to have proof that I had my card with me. I got to talk to a customer service rep after several try 's and calling two different numbers. I stated what I received and advise the customer services rep I didn't not make, nor authorize that transaction for {$800.00} that the business showing in my Us Bank focus card app is about 3 hours away from me. That the transaction was done at XXXX and is XXXX and I withdraw what was left in the card in my town XXXX. I was advise the card was going to be cancelled and I was going to be issued a new one, that I need to call back when the transaction has posted. Next day in the morning about XXXX I called back since I had received an alert stating the transaction had posted to my account, so I called customer service to start the dispute process. Same day I faxed my proofs that it was not me who did that transaction, I was giving fax number XXXX to send my statement and proofs that I had it was not me. I called the following day to check the faxed was received and I was advise that it takes 3 to 5 business days. I continued to follow up on the fax with no success. I was advise again the fax was not received I asked to speak to a supervisor per the agent she was the supervisor XXXX she told me my dispute had been denied base on their investigation, to what I reply base on what? she said if I wanted a copy of what they base their investigation on I stated that yes. On XX/XX/XXXX, XXXX I re faxed my documents again to this point I had not received the denial letter. On XX/XX/XXXX I called again asked if they had received my faxes the agents stated they did received them to follow up in a few days. I called again on XXXX XXXX and asked about my dispute again the rep stated it was denied to wait for the letters. I asked to be transfer to the fraud department and I was told like other times that she was not able to transfer me to the fraud department because they don't have a number to be transfer to, they only communicate thru messages. I very overwhelm about this situation so I asked to speak to a supervisor again she get on the line I explain to her I had received the denial letter and the documents they sent in what they based their decision and it was only 3 XXXX with 2 with addresses that I don't live at and the last one my current address wish it shows how far I live from the place where the transaction was done, I explain to her that it was impossible for to have done a transaction in XXXX at XXXX and withdraw money in XXXX XXXX Ca my town at XXXX if she can see the distance is 2hors and 56 minutes the Shortes route the other 2 routes from my address where more than 3 hours. ( I'm attaching the maps they sent to me ) to what she answered that the outcome was going to be the same nothing was going to change. I stated I have videos from my XXXX XXXXXXXX that proofs that I was home and that I can provide them. I also stated to her that what they don't contact the merchant to get videos, receipt or anything that can prove it was not me, I told her I'm pre sure they ask for Id for the type of business that is. She answered that they did I asked why that proofs where not sent to me and she stated that they can not provide me with that that is confidential, I replied confidential is my card is my money, I want those proof or I'm going to place a complaint with the correct agency to investigate she stated again nothing is going to change the outcome. The customer services and supervisor at this bank are very professionals, impossible to get in touch with the fraud department. Please I need your assistance so they can reconsider and investigate fully that I didn't not authorize nor made that transaction, I'm attaching the videos from my ring camara with date and time to show I was home at XXXX XXXX XXXX XXXX, CA XXXX and not in XXXX, nor XXXX or XXXX as they are basing their decision on addresses that I don't live at. I file a police report and provide all my proofs that it was not me, I requested the report but still not complete, but I can provide if requested once is complete and I can pick it up I can send it to you. Per their denial letter states that I authorize, made or benefit from the transaction which is false accusation.

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