Consumer complaint received 2022-10-29
Company: U.S. BANCORP
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I submitted a previois complaint on around XX/XX/XXXX. 
I'm still having issues with the US BANK Fraud Department. I '' m a victim of Fraud with the US Bank, since XX/XX/XXXX but my checking account still shows a negative balance so I can not make any payments or transactions. 
And I '' m still missing more than 40K stolen under their noses from my savings account. 
The Bank is still claiming the Fraud Department is behind, I'm questioning at this poin not only their ability to keep our money safe but their ability to process our claims and honor their own mission statement. 
I request a serious Audit to this institution the way this situation is being managed reflects serious organizational issues. 
After I filed this complaint and even emailed some members of their leadership team I received a set of incomplete affidavits to start my claim with them They sent 10 affidavits for me to sign all related to my savings account and no information at all about the withdrawals or transactions. I had to call and follow up and an agent had to dictate over the phone serial numbers of the 10 fraudulent transactions on my savings account for me to fill out the aforesaid affidavits. 
They sent separately copies of the fraudulent checks charged to my checking account. And No affidavits to fill out for that account.Therefore, on my follow up call I they sent an e mail with electronic forms for me to fill out. All this happened on or around XX/XX/XXXX and XXXX I '' m practically organizing my whole file at this point. 
I submitted supplemental in for the investigation by e mail and by mail. 
I called to follow up again on XX/XX/XXXX. I talked to 2agents the first one hung up on me when I mentioned I had filed a complaint here, the second agent said I was good and they didn't need anything else from me. She read something about front and back but summarized I didn't have to submit anything else. 
Today on XX/XX/XXXX I call back again and they tell me that they are missing the front part of a check I included in my supplemental information to make a poit about my signature being similar to my signature recently used when buying my house. 
They say my case is delayed now because of that missing piece Now my question is... What kind of investigation is this one if the bank onws those copies ... Is this a technique to delay the process or a beaurocratic technique? 
What kind of interdepartmet communication they have that they delay a case claiming they need a check they should have in front of them when reviewing my case ....? This is hard to understand What are the qualifications of the investigation team? 
How many investigators they have? 
Why the agent who talked to me on XX/XX/XXXX did not understand the note about front and back of the check and did not informed me bzck then? 
Why are they actually behind? 
Why hasn't the Bank paid attention to their alledged staff shortage in the fraud department? 
Why do they have so many check fraud cases? Are they in compliance with minimum scrutiny procedures? 
Do they provide support, training and education to their personnel? 
Im only daring to question these matters because either the institution is obviously struggling or they are purposely delaying to get this process done. 
The schoking part is that I was told today the investigation team leaves notes for agents to infeme IF I CALL, Question ... What kind of customer service is this one? Not first world class one that is for sure She added that eventually they will e mail me .... 
Question .... When? It is clear the note was there on XX/XX/XXXX and today is XX/XX/XXXX but have not received any calls from the US Bank. 
It is my perception they don't care or they are in serious trouble.

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 non-monetary relief