Consumer complaint received 2022-04-13
Company: U.S. BANCORP
State: IA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Like most Americans, I was recently anticipating my Tax Refund. I used a new tax preparer this year and was not as sure what to expect for the completion, like if she had all my banking information entered correctly, so I had been checking my online banking a little more than normal. I remember checking my account the day of XX/XX/2022, it was less than {$20.00} available and I was okay with that. I remember the trip to XXXX afternoon on XX/XX/XXXX afternoon. I forgot XXXX XXXX  and I remember my funds were low so I checked my online banking before I finally made the last purchase for dinner that day. I was a bit shocked and concerned when I saw the balance of {$6600.00}. I immediately scrolled to check recent transaction to figure out the balance? I was instantly upset and confused when I saw my refund was deposited earlier that day, and within hours of the deposit there were XXXX unauthorized XXXX transactions to random unknown people or things?! I called my bank panicked, I explained what I was seeing and also went to my bank to finish the fraud claims and alert. I was devastated and I had hopes my bank would resolve the issue. No one called me that day to ask if it was me who authorized this large amount of money, I had not received any codes to authorize these transactions totaling {$7000.00}! I waited XXXX weeks before I demanded an answers, I was again devastated that my bank denied both claims and gave me the weak explanation of.. " The transactions posted as requested. '' there was no notes, no supportive documents, they released the hold on the accounts and denied my claims. I was upset because it is clearly fraud, I was upset because they just left me on my own to be preyed upon, they didn't call me to come in and figure out what is next since my account was compromised and it is a business account. I was confused as to why my bank was turning against me, I have been with them for years and have had THOUSANDS of dollars spent and deposited, I have never made such allegations, ALL the fraud factors were there. I was even more upset when I stopped into the bank on XXXX to speak with a bank manager to get help and they refused ( US Bank, XXXX XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX. ) to talk to me, they told the clerk to tell me they could not help me? It made me even more upset that they would treat me like this, no one from the fraud had any more information than the statement above about my claims denial, I felt like I had to fight the Bank and that scares me being a XXXX woman. I spoke with my mom XXXX XXXX and she knew I was too upset to stand on my own, she came with me to the bank where a bank manager in XXXX XXXX XXXX XXXX, dedicated to help me. She said it would not be a long turn around and that I have insurance on my account, which I knew. It has been another week and half and now she says, she can not see anything, nothing is being updated, the have XXXX business days to fix it and she was not sure what was going on, now I am back in the dark. I was not hopeful. I was told after the denial to contact the Police, why wouldn't they advise that before? I was told by a Fraud department manager, that she was sorry the branch manager wasn't willing to help me but she never asked what branch, what is their name, or that is unacceptable, like they have a choice to help members or not? I was not being a problem within the branch so, why deny me. I still do not have my money refunded. I need help resolving this issue.

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