Consumer complaint received 2023-02-16
Company: U.S. BANCORP
State: KS
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I am attempting to collect a debt owed to me by US Bank Reliacard, or US Bank National Association. The bank has defrauded me out of {$2900.00} This fraud has now occured 58 times when I have attempted to collect. This is what has happened : I received a statement from US Bank Card Member Services in XX/XX/22. I noticed there were fradulent ATM withdrawals and filed a written dispute to Card Member Services XXXX XXXX XXXX, XXXX, ND XXXX, and XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, FL XXXX XXXX Wednesday, XX/XX/22. I requested a provisional credit. I had not received a response in 3 weeks. I mailed another 2 copies of my dispute on XX/XX/22. I received a letter dated XX/XX/22 from the Prepaid Dispute Resolution team that said, " we have conluded no error occurred and this matter is considered closed. '' " You may request a copy of the documents we used in determining the final outcome of the investigation. '' When I received my monthly statement after requesting the evidence, I was provided 2 different sets of monthly statements, showing 2 different balances, 2 different card ID numbers and 2 different card numbers, both sets for the months of XXXX, XXXX, and XXXX. One XXXX statement shows a beginning balance of {$4000.00} and an ending balance of {$15.00} with card ending in XXXX. I also have an XXXX statement with a beginning balance of XXXX $ and an ending balance of XXXX $ with a card number ending in XXXX. There was no evidence provided by US Bank against my claim. In my dispute I submitted evidence of my location with exact times and days in question. I have a sworn affidavit signed by my employer that indicates I was working. Throughout these 58 disputes filed US Bank only provided the same 3 months statements. I met with a branch manager who said they could not locate my account in their system even after I provided my personal information, likely because Reliacard deleted my account on XX/XX/22. I contacted the Kansas Department of Labor. I was told that my payroll card was insured and KDOL was not responsible. KDOL said that US Bank Reliacard was liable. The monthly statements used by the bank are important for the following reasons. The letter I received on XX/XX/22 states, " Each investigation consisted of a review of all the information provided in my claim, my account transaction history, location, and pattern of use. '' If the investigation contained information I provided in my claim than they were aware that my physical location on the days of the fraudulent withdrawls put me in a different town. The GPS tracking history and the signed affidavit of my employer prove that. My transaction history does not support US Banks reasoning. My history and pattern regarding the credit union where the withdrawls occured, is non existent. The only use of the credit union where the fraudulent withdrawls occured, was when the fraud was being committed by the thief. At no other point do I have a history of using that credit union or location. US Bank can not derive a pattern of use at a location that has not been used before and does not establish grounds for a denial by US Bank. I was told that US Bank did not contact the credit union to inquire about any dispute. They made no requests for security or atm camera footage. There were 5 other ATM withdrawls made during this time period. These withdrawls were made by me and all occured in locations other than the credit union where the fraud was committed. The amount of fradulent ATM withdrawls occuring at the XXXX XXXX  XXXX XXXX total {$2900.00}. With my statement from the KDOL, 58 disputes filed by me, one meeting with a branch manager, pages of accurate third party GPS tracking location of my whereabouts, a signed affidavit from an employer verifying my location, and having no history of use or pattern anytime at the location in question, prove that I did not make, benefit, authorize, or even know about these fraudulent withdrawls. I am owed {$2900.00} by US Bank Reliacard for these withdrawls as stated in my customer agreement which says " You are generally protected from all liability for unauthorized transactions with Zero Liability. ''

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 explanation