Consumer complaint received 2021-12-03
Company: U.S. BANCORP
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2021 at XXXX I received a text from U.S. Bank ( this is the bank card that Texas XXXX XXXX deposited my unemployment money on ) stating that an ATM withdrawal of {$200.00} had posted on my account. I immediately called U.S. Bank customer service at XXXX because : XXXX. I did not authorize this transaction XXXX. My balance was lower than it should have been. 
XXXX. I had my card ( XXXX XXXX XXXX XXXX ) in my possession and had not used it. 
When I called US Bank, I was greeted by a representative that asked me for my card number, social security number and address. I then explained to her that I received a text stating ATM charges. After explaining she stated to me that in the beginning of XXXX someone had called in without all of my correct information and changed my address from XXXX XXXX XXXX XXXX, XXXX TX. XXXX to a new address on the east coast. And also had a new card sent to this new address. She also said that my account had been marked as possible fraud alert. She said that there was nothing else she could do but to transfer me over to the fraud department. After being transferred to the fraud department the representative took my information and opened up claim. The claim stated that I had not authorized XXXX charges that had posted on my account. I was told I needed to write a statement saying I did not authorize charges and it must be received with XXXX days. The representative also said that they couldnt change my address back to my address back to the original address of XXXX XXXX XXXX XXXX, XXXX, TX. XXXX because she stated, that in the State of Texas it is illegal for U.S. Bank to change the address for any card holder account that address is in Texas that I would need to contact the Texas XXXX XXXX ( TWC ). I replied to the rep then how did my address get changed in the beginning of XXXX it was not XXXX. I asked for a supervisor and the supervisor told me the exact same thing that it is against the law for U.S. Bank to change the address. 
I then made over a dozen to calls over several days to the XXXX being transferred from XXXX department to another. I finally reached someone at the XXXX stating that she would open a ticket explaining my situation about my address being changed at U.S. Bank. The representative at XXXX stated that my address had not changed therefore she didnt think anything could be done from the XXXX side but she still opened a ticket. 
Approximately XXXX business days later I called U.S. Bank and gave them my information and was told that they couldnt give me any information on my account because the address does not match whats on file for me. I asked for a supervisor and was transferred to the supervisor which told me I had to call the XXXX to get my address changed. 
After numerous calls I was told by the XXXX to put in a complaint to CFPB regarding U.S. Bank and maybe it will be resolved once and for all. 
I still have a balance on in this debit card and can not access my money because I can not change the address to get a new card sent to me.

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