Consumer complaint received 2022-03-20
Company: U.S. BANCORP
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
US Bank Stole {$6200.00} from my business account. 

On XX/XX/2022 US Bank deducted {$6200.00} from my business account without any prior notice by phone, email, or letter. I called US Bank customer service on XX/XX/2022 and was advised that the {$6200.00} was a reversal of a previous credit issued on my debit card. After several more phone calls I was advised to submit documentation regarding the claim filed which I did through the local branch on XX/XX/2022. 

On XX/XX/2022 I was advised by customer service representative XXXX that the case had been resolved and that the {$6200.00} would be back in my account within 24-48 hours. 

On XX/XX/XXXX, I called once again and was advised that the information I had been given by XXXX on XX/XX/2022 was not accurate and that my case had still not been looked at but it had been escalated to a supervisor named XXXX. I asked for XXXX information and phone number and was told that nobody has access to the dispute personnel not even branch managers and that I would be contacted within 24-48 hours if more information was neccessary. 

On XX/XX/2022 I received a phone call from dispute supervisor " XXXX ''. XXXX said because the documents were not sent in within US Bank guidelines the {$6200.00} would not be returned back into my account. I asked if the money was being returned to the merchant and XXXX advised that it was not and that US Bank would be keeping the money. XXXX was very beligerant and her attitude was very non-chalant. XXXX said there was nothing more she would do and if wasn't happy I should send a letter to XXXX XXXX the bank President in North Dakota. 

I asked XXXX to confirm the address that the document request was sent to and if the call was being recorded. She said in fact the call was being recorded and on the recorded line she read me back the address that DID NOT include my suite number which is why I never received the document request. I asked her also why it was ok for her to call me and tell me US Bank was keeping {$6200.00} but they could not give me a courtesy call to let me know that they needed additional documentation to support my case for {$6200.00}. In a very beligerant manner XXXX replied that supervisors never called out for information and it would be impossible to call given she had over 100 cases per day to look at. XXXX also went on to say that the document letters are auto-generated and the revocation is automatic if the deadline expires without receipt. 

This appears to be an effective strategy for US Bank to steal thousands of dollars from their account holders and a criminal investigation should be done by the FBI for wire fraud and bank fraud. 

I will be sending letters to the Attorney General in Arizona, North Dakota, and MN to advise them of my situation as well I will be copying my local Rep Congressman XXXX and XXXX XXXX.

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