Consumer complaint received 2024-01-12
Company: U.S. BANCORP
State: WI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Hi, On XX/XX/XXXX, I noticed two unknown transactions on my US Bank online banking service. One was for a XXXX at a XXXX XXXX XXXX in California and the other transaction was a counter withdrawal for {$200.00} at a XXXX CA US Bank. These were definitely not me because I live in Wisconsin. 

Immediately, I called US Bank Fraud and ended up freezing the accounts related. A few hours later I went back on my online banking and noticed an internal transfer of {$15000.00} from my wife and I 's mutual savings account to my personal checking account and also noticed a {$5000.00} counter withdrawal from a different XXXX CA US Bank. Again, I immediately called US Bank fraud and informed them it was not me or my wife who did the transaction. We then froze all of our accounts through US Bank and I requested fraud affidavits be sent to start the process. 

On XX/XX/XXXX my wife and I went into our local US Bank Branch to open new mutual/joint accounts. Additionally, I suspended my online banking access because everything was happening through my online accounts/logins. My wife and I had our banker put a in-person teller password in place to add an extra security measure so no one could come in a take money out of any of of our accounts at any US Banks . By this time I was flagged as an Identity theft victim which was also flagged on my accounts. 

On XX/XX/XXXX I closed my old business account and reopened a new one with no connection of access to online banking, only in-person banking was allowed for me now. By this time my wife had transferred all of our mutual saving and checking into her personal/separate account. 

On XX/XX/XXXX I received a verification text message from US Bank which I did not authorize. I called fraud again, and was told there were three attempts made to login to our new accounts through my login information. They were not made by me because they were made at times I was sleeping. It happed at Pacific standard time. As a result, we shut down or new accounts for the second time on XX/XX/XXXXXXXX XXXX XXXX 

In the meantime, I was doing tons of damage control on all of the hard and soft inquiries from my credit reports due to being a victim of identity theft. 

Within all of this I had filed a police report with my local police department, called the IRS, called Social Security, and opened a case with FTC.gov and frequently called US Bank fraud to get updates on the situation. 

Finally, the last instance of fraudulent activity took place on XX/XX/XXXX. I went in to my local US Bank branch to pay my business credit card, because at this point I am disconnected completely from any online banking and I asked for a balance on my business account. To my dismay, I was told there was only {$1500.00} and that {$8500.00} was taken out on XX/XX/XXXXXXXX The teller at my branch pulled/printed up the withdrawal slip, cash out ticket and customer authorization ticket and found out it was from another separate XXXX CA US bank branch. So another counter withdrawal in less than a month from when the first two happened. This XXXX happened becuase the teller did not ask the thief/criminal the password that I had put in place to prevent this from happening again, which it obviously did. The negligence and breach of fiduciary duty on the part the teller at that XXXX CA Branch is beyond wrong and unacceptable because I was already flagged in the US Bank system as an Identity Theft victim. Additionally, I called the branch manager at the bank where this took place and he said the fake ID that was presented did not have the same last 4 digits of my current WI drivers license. This should have never happened, especially since I had an in-person password enacted. This was the third time at a third XXXX CA Branch that this happened. The {$8500.00} that was allowed to be stolen from me was a deposit from a client of mine that I no longer can utilize to perform my services for that client. I need this money back sooner than the the rest that was lost, like today I need it. This should have never happened this last time. 

Thanks

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