Consumer complaint received 2023-07-01
Company: U.S. BANCORP
State: CA
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/XXXX, I XXXX  two times from my checking account, the amounts were : {$500.00} and {$1400.00}, to a Water company that shortly after I learned it was a scheme when I checked with my water company, I right away called US Bank customer service, phone XXXX XXXX XXXX XXXX at about XXXX XXXX  on the very same day : XX/XX/2023, to notify about the fraudulent XXXX that I was just schemed, I was with Union Bank a long time and very satisfied with their service, i also learned that US Bank has recently acquired Union Bank, They said they would look into the matter and refund me the money.

Two days later, on XX/XX/XXXX I received the bank 's letter, that said their investigation were done and they were sorry that they could not refund me those fraudulent transactions, and did not explain why in the letter. I was so upset about the way the bank handling this, it did not seem they did a thorough look into the matter, no explaination of why, and I wonder how come their investigation did not take long, ususally with other bank I see like a week or so. I wonder if they ever even did their real search in this, or do they ever care, or can I trust anything of it? 
Then on XX/XX/XXXX, I XXXX  to my family {$100.00}. XXXX to my family member, the money did not go thru to them, i called the bank again, and they said the XXXX hasd a glitch on that day, and will show up in my family 's XXXX 5 days later, nothing showed up 5 days later, but the money was already taken out right away at the time of sent??? Then a week later they said they would refund this {$100.00} back to my account, the XXXX did not go thru, why if it did not go thru, then it shoulbe reversed right away, that is how I see with XXXX normally. 
All of this sound suspiciuos to me, I would start to think that US Bank might have not done their part to help their customer in their best,, or it would be a possible that why US bank is trying to keep customer 's money, when transaction was not succesful, and not doing their job to address the complaint as they are supposed to do as a bank. I am very upset, sad, frustrated and so very disappointed about this bank. 
US bank is a new bank for my account, I was with Union Bank a long time, never experienced any problems like this, with this new bank, I have already experienced very disappointed customer cares in them, I already started to lose trust in this bank service and have thought about choosing another bank. I am a hard working senior citizen in my later age, and I feel so terrible about all these, I have lost my money to pay for my essentials bills last month, about {$2000.00}, I work full time 5 days a week and sometimes even more, to meet basic living expenses, and I am very struggling because of the money lost, can you imagine how horrible anyone would feel at my age or at any age? Thank you so much, please help..

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