Consumer complaint received 2022-08-18
Company: U.S. BANCORP
State: ID
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
Fraud Claim # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ID XXXX XXXX XXXX XXXX. Call text from US Bank on XX/XX/2022 at XXXX asking if I authorized a purchase at XXXX for {$460.00}. 
2. I replied no.

3. Received a text that my card was restricted and I would receive a call in 5-10 minutes 4. I received a call from XXXX lasting approximately XXXX minutes. I was told my account ending in XXXX was compromised but had been locked. I was asked to give the last 4 digits of my SSN. A new card would be issued to me by XXXX. 
5. I was told I would receive a number of texts with codes that I would need to repeat to verify my account.

6. On XX/XX/2022 I contacted US Bank because the process was different than other times when my card had been compromised. I was especially concerned because I saw there were 4 cash advances from my credit card ending in XXXX from 2 different banks. The total amount was {$840.00} ( {$800.00} plus {$45.00} in transaction fees ).

7. I was told there was no calls made from US Bank on XX/XX/2022. I then reported my card had been compromised. 
8. My cards had not been stolen. No cash advances were authorized nor were made by me. My son is an authorized user. He made no cash advances and his card was not stolen.

9. I was told it would be investigated.

10. On XX/XX/2022 I received a letter stating the transactions were authorized and linked to the credit card ending in XXXX. The transactions were made using expanded access. 
11. On XX/XX/2022 I called US Bank at XXXX and spoke with XXXX. I explained the situation and told him that the transactions were fraudulent. He explained how the determination was made. I repeated the transactions were fraudulent. He stated he would send my concerns to a fraud XXXX who would determine if the case should be reopened. I would hear within 24-48 business hours 12. I did not receive a call from US Bank by close of business on Tuesday XX/XX/2022 XXXX. XXXX I sent this letter with attachments to US Bank XXXX XXXX and called Bank Card Services . I explained the situation to Clinton ( supervisor ) that I had not received a call back from the claims processor as requested. He requested a call back from a claims processor supervisor to me within 24-48 hours.

14. On XX/XX/2022 I received a call back from the XXXX XXXX supervisor. The situation was reviewed. The transactions were not considered fraud but a possible scam. My next step is to file a police report. The police can subpoena video footage from US Bank to determine if I or another authorized user made the transactions. The completed police report should be faxed to XXXX. 
15. I contacted the XXXX Police Department. XXXX XXXX said that he would email me a Victim of Fraud/Identity Theft Checklist and referred me to XXXX. Due to lack of a suspect there was nothing more the police could do. 

Attachments : 1. Screen Shot : Text from US Bank re purchase from XXXX 2. Screen Shot : Call from XXXX ( reportedly from US Bank 3. Screen Shot : texts with codes that I would need to repeat to verify my account 4. Screen Shot : List of unauthorized charges

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 monetary relief