Consumer complaint received 2021-10-13
Company: U.S. BANCORP
State: OH
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Beginning in XXXX of 2021, I was defrauded by a company called Voyager who used ACH information from an app to make unauthorized charges against my account. I immediately made a police report, and then contacted the US Bank Fraud department to let them know. 

The person on the phone did the claim wrong making it a " dispute '', which I thought may have been a mistake by the associate, but now believe it was intentional to stall me. I was told after a month of waiting that they " had to be redone as fraud claims not disputes, because the Us Bank associate did it wrong ''. 

I physically went to my local bank, submitted the police report to them for case # XXXX about Voyager, and then spent 2 hours with my local banker going over each and every fraud claim totalling {$1800.00} before I signed each of these documents with him present, and watched him fax each of these signed and dated documents to the US Bank fraud department and receive fax confirmations for each. 

I then called the US Bank fraud department the next day to verify they received each of these documents, and spent another 45 minutes verifying each and every one of the pages and claims they had on file, and the dollar amount of {$1800.00} was verified. 

I was then told to wait days, and then weeks, which turned into months, after US Bank could only reclaim {$1400.00} out of the {$1800.00} total. 

The time when they said I would have ALL of the funds back in my account had long passed. 

My father died in the month of XXXX, and US Bank had taken and withheld the remaining amount of {$420.00} and has refused to give it back. 

I spoke with the liaison department about the matter, and they told me that after several bankers had been able to find these claims and address them previously, they were now suddenly " missing '' and had to be redone, but they were able to " find '' one for {$100.00} somehow a few days later and credit it back, but that the rest for the remaining {$320.00} went " missing ''. 

I was without the {$300.00} I had needed as an emergency - my own money denied- and could not pay expenses for my father 's funeral and other bills, to where I had to take out a payday loan elsewhere which cost me over {$1000.00} to repay due to intentional withholding and prejudice by US Bank. 

I wrote in to the CFPB at least twice now about this, and that is when US Bank 's lies in writing began. 

US Bank responded that they had not been able to complete the claim for the remaining {$320.00} because they now " didn't have the paperwork for it '' ( ANYMORE ) but also tried to pretend that they had to be made as " credit or debit card claims '' saying that the {$320.00} suddenly wasn't ACH - which is impossible - because the Voyager company that defrauded me NEVER HAD MY CREDIT OR DEBIT CARD NUMBER AND ONLY HAD ACH AND ROUTING INFO. 

Once US Bank 's fraud department was caught in this lie, they sent additional fallacies in writing to me via the CFPB which you should still have on file, telling me that I can receive my money back by making the debit or credit claim with US Bank. 

I called US Bank 's separate department for debit and credit claims, and they said they had no idea why they would tell me that since THEY VERIFIED THE CLAIMS AND PAPERWORK THAT THE FRAUD LIAISON DEPARTMENT SAID WAS " MISSING '', WAS NOW SUDDENLY IN FRONT OF THEM, TOTALING {$1800.00} AND ALL IN ACH, NOT A SINGLE DEBIT OR CREDIT CHARGE. MUST BE MAGIC! 

So I called back to the XXXX center letting them know that NONE of these transactions were " credit or debit '', that I just verified with their credit department they were all ACH ONLY, and that I will NOT allow them to stall me and lie to me anymore to where the claims age out of the period where they can still be on file and handled so that US Bank can get away with KEEPING the money stolen from me they had just reacquired from Voyager who stole the larger amount before them. 

After numerous lies from " we'll call you '' to " here 's their email address to respond directly '' ( which after 3 emails they NEVER ONCE RESPONDED. THEY ONLY RESPONDED HERE ), I was eventually told that I " would get my money back by going to the local banker I filed the claim with, and having him redo the ones for {$320.00} as credit claims instead ''. 

I spoke with the bank manager at my local bank yesterday about doing this. She said she would call them and follow through with what they told me. 

She called me this morning to tell me that she received an email from them - the people above the liaison department - that she is NOT allowed to help me, that they will be keeping my money ( stealing the {$320.00} ), and closing the claims and case. 

I will NOT be financially discriminated against, stolen from, lied to, or let the grief and suffering caused by this godforsaken establishment go unpunished. 

I am interested in suing US Bank for discrimination, theft, intentional negligence, loss, pain and suffering, and other damages for an undisclosed amount after what they have done to me with this, and taking the money that belonged to me that I needed to bury my father 3 months ago. 

I am requesting legal assistance if possible via the CFPB with regard to this matter. If unavailable, I will seek legal counsel for a lawsuit from a legal team to pursue further. 

I will also need the address for which legal requests and subpoenas are sent to at US Bank to initiate the lawsuit against them. 

Thank you. 

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