Consumer complaint received 2016-09-29
Company: U.S. BANCORP
State: AR
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I went online on XXXX XXXX to pay my mortgage with US Bank and discovered that there was a {$78.00} insufficient funds notation in XXXX of my XXXX accounts. This was alarming because I never pay debts out of this account -- it is only used to deposit money from sales made on XXXX. It is also used as a backup account if my main account is low on funds, but I do not keep money in this account unless items have been sold. When I contacted the bank for an explanation, I was told that it was a deduction made by XXXX. I do quite a lot of business through XXXX, but only through my main account. They referred me to XXXX for an explanation. When I called XXXX, they told me that their records showed absolutely no transaction through this account. I called US Bank back and told them what XXXX had said. Then I was told that I could file a complaint and that I would be sent a form to fill out and the bank would investigate. I waited for more than a week and no form came. Upon calling the bank yet again, I was opening my mail at the same instant and discovered a letter from the bank informing me that my complaint had been investigated and that my file had been closed because I had authorized the charge. I informed the representative that I was speaking with that this was not true, that I had never received a complaint form to complete, and this was not an appropriate " investigation '' without consulting me regarding XXXX claim ; the " investigator '' had apparently accepted the word of XXXX without any proof that the charge was legitimate. The letter also said that I could request a copy of the documentation used to make this determination, but was told that there was none available. Of course, I was furious and incredulous at the same time! I was then informed that if she tried to escalate the complaint, it would merely be kicked back noting that the file had been closed and the charge was legitimate. She suggested that I go to my local branch and have them escalate the complaint for me. From my initial conversation with my local branch, I was referred to the national number for the bank for resolution, leading me to believe that they could not or would not help me. The individual that I spoke with at the national number had told me that she could see that this type of fee had been charged to several of their customers apparently erroneously, as there had been no purchase of goods or services involved, but nothing had been done about it, and the notation as to its origin was unexplained. This appears to be fraudulent in nature if XXXX is indeed charging customers fees that are not genuine or owed, without even informing the charged customer. In addition, the bank is not processing complaints about these instances and is instead taking XXXX word that the charges. are owed. I think both parties are at best negligent in their behavior and at worst, committing fraud on the part of XXXX, and collusion on the part of the bank. I want a full and complete explanation for this charge to my account ; it was not authorized. If it is indeed erroneous, I want the bank to reverse the charges and make my account whole again.

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