Consumer complaint received 2023-07-25
Company: U.S. BANCORP
State: NY
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
In XX/XX/2023 we were contacted by NBT that a number ofCharges at stores and restaurants and we did make. XXXX, the contact person stated that for them through the charges by opening up the case I would have to provide a police report within a week. I agreed to doing such. I had called the police department regarding the identity theft/fraud and they gave me the department that works on identity theft and fraud. I left a lengthy message regarding the necessity to have help with removing the charges. Almost 2 weeks went by when I called them and they were not able to answer but the police department stated that it was one or two individuals that were handling all identity theft and fraud charges but because are so many and may be a long time before they contact me. I informed them of the situation. They stated the case was already closed because I can provide them the police report the first week that it happened. So we then went on vacation to XXXX XXXX in California still trying to work with NBT because it was not our fault that the police department was never going to get to us for a long time. XXXX, contact person would not call us back. Sometimes I called three or four times a week to get no response. On her way coming back from XXXX XXXX were visiting our granddaughter and widow of my brother who passed away a couple years ago the XXXX XXXX sent the text that some was breaking into my house. Because I was on the plane is not able to see what was but just before I took off on the plane I called the person who had keys to continue to feed the turtle and water the plants. He's the only person they had the alarm fob. He stated that he had not been there but had planned to go there now that there was concerned so many broken. I was able to give a quick text to XXXX XXXX that it made a been a fluke because nobody had keys except my friend who had watched the house numerous times before. We got in real late that night but I did take it opportunity to take a look at the XXXX XXXX  video of the female coming and going from the house without our permission. Early next day I called the police department in regards to the video and the theft that was reported today before by XXXX XXXX. As it was anybody within XXXX feet of the doorway will start another video. When the police officers were at the house I want to show him the video but because they kept on coming back and forth setting off more videos every time I tried another video would show up making it hardTo show them the video of the person entering the house without permission. I got angry and frustrated because he would not let me show them the video. XXXXne officer kept on stating that I had given multiple keys to multiple people and that's why people broke into the house. I explained to him another two officers that only one person at a fob because he was only persons becoming that house and the way I have lost the keys before has been mechanic making copies of the keys. I explained officers that in XXXX we had given them the keys but within the XXXX. We really get our house keys back not knowing that they had made copies of those keys. Anyways so the police report was made with faulty information based on the police not even considering theft or identity theft as a problem and stating that I was angry and unable to show them the video. The next day I tried calling their superior but he was on vacation for about a week. The soon as I was able to speak to him he stated that officers should've done better for that because it was burglary, unlawful entry and identity theft/fraud. The XXXX. sent that officer that very afternoon to see the video and arrest the female in the video. I was at work because the officer was unannounced so I was not able to bring him the video as I work as a since abuse counselor and I was just about to walk into a class to teach. He stated he would be willing to arrest the girl without even seeing the video. I stated the arrest would have to happen after we confronted the couple and see if there was any way they could take care of the money that was taken. By the way were talking about {$6000.00} on the NBT card, not to mention another {$12000.00} between XXXX, XXXX and XXXX 's cards. When confronted the couple say they were wrong and the wanted to be our friends but because of the financial situation was so bad they found a way to help them through this rough time. The mechanic who had the keys stated that he will do all he can to get the money back for the {$6000.00} not to mention {$600.00} that my wife had in her bedroom as she is using the smaller living room downstairs as her bedroom recovering from ankle XXXX and XXXX. Anyway I contacted NBT regarding police report. I explained to them that the plea support is still pending gathering more information but the information that they had prior to the pending was based on their own perception of the situation. While it was incorrect the XXXX over them saw that their perception was also incorrect. Calling a lawyer and the district attorney they saw that it was incorrect as well. XXXX at NBT stated she did not get a plea support. She stated that they were not opening the case because of the plea support and since I had called and talked to multiple bank individuals about the fraud. I explained to her that her bank called me one a payment for the month was passed and when they discovered that part of it was because of the fraud they proceeded to send information to fraud department. XXXX, did not check on that and did not identify getting the plea support again. Again I called XXXX a number of times during the week and every time I called she stated that there was no police report denying that even one of bank staff that called me stated there was a Police report their already from me. So when I called again after sending the police report for the third time she stated there was a police report only after a few minutes stating there wasn't a police report. She stated she will review the police report and then open the case accordingly. She stated she would call me back in a couple days.She didn't call me back. I call her back and she stayed the same thing that she would find the police report and then open the case probably. She not call me back so I called again leaving a message and then her supervisor called me. Her name is XXXX. She stated that there was no police report and that I had changed the story numerous times. I stated that I had been consistent with information that I had only adding more information when it was obvious this information was found. She then stated that she found a police report and treated me so terribly like I was lying or I was the one spending all the money and not once ever stating I'm sorry that you were going to this hard time. She stated they would be reviewing the police report again and by Monday she would let me know what was going on which we probably open the case. She did call again. Since then I called at least two more times to her with no response. My XXXX XXXX is going up, I have lost sleep and I have had no response from them. It was bad enough that the crime was committed especially by to individuals we both know but it was worseBy the bank that was to help me treat me like I was a criminal. Up to this point XXXX was how I was paying for my boiler that stopped working in XXXX. I've been paying on the boiler from $ XXXX {$8000.00} prior to this {$6000.00} charges. I tried to explain that as a XXXXXXXX XXXX XXXX, a XXXXXXXX XXXX XXXX XXXX XXXX, part of XXXX XXXX crime XXXX XXXX and multiple licensed professional for NBT to treat me like that was a travesty. If I can I will also take them the court for all that unnecessary stress and accusations that they have made without any kind of remedy to help the situation even as I almost cried and was very stressed out and explained that such. My wife since then has had her mental health issues increase greatly because of the theft but also because of the way NBT has treated us. We are finding more things that are stolen by way of cards and my wife will be discussing that with consumer financial protection as well as credit report. Please help me with this and make some sense with the NBT individuals that have treated us so unfairly and disrespectful. This started in XXXX and unresolved even today. Thank you

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