Consumer complaint received 2023-10-16
Company: U.S. BANCORP
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
XXXX : Husband 's card ending in XXXX was rejected at a store when trying to make a purchase. He called US Bank and they told him there was " suspicious activity '' with his card and he needed to " close '' it and get a new one. Went to nearest branch to get a new card. They gave him a temporary card and " canceled '' the one they thought was jeopardized. 

XXXX : Our account was overdrawn which was unexpected. This prompted a closer look at the account and we noticed unauthorized purchased being used with the " closed '' card ending in XXXX. We took precautions and closed any activity from going OUT of the account, but they left it open so they could refund the money to the account. We had to open a new account to pay the bills. 

XXXX : Went to a bank branch to investigate and found 101 purchases made with the " closed '' card ending in XXXX. All of the purchases were made on a XXXX in our own home. The purchases were made for virtual items ( outfits for a game character ) made by our son with XXXX. While purchases were made in our own home and with our own child- he is still a child, he is NOT the owner of the account or the card and is not authorized to make those purchases. 

XXXX : Talked to XXXX in the fraud department. She said we needed to wait 1-3 more days for the pending purchases to process. While on the phone with us, she looked closely at our account and saw that my husband had 7 " suspended '' cards. I don't have the dates for each of those cards being " closed '' because they won't tell me that but they ALL followed the same pattern as the event in XXXX previously noted- *husband tries to buy something *card gets rejected *US Bank says there is suspicious activity *US Bank closes the card and gives him a new card. 

We didn't think anything of it, other than maybe someone had his personal information and we thought US Bank was catching this for us. Now, hearing that the cards were never closed in the first place AND that somehow the card was reactivated without either of the owners of the account giving authorization, I feel like there is more to the story. 
XXXX closed all of the " suspended '' cards and assured me that we only had the 2 debit cards active. 

XXXX : XXXX in fraud department gave me a tracking number and said everything was approved for refund. 

XXXX : Called to check on status of account since it had been about a month. Spoke with XXXX on the fraud team. She said she would initiate a case in the next 48 hours. She didn't know why things had not been initiated yet. Got my first letter from collections : XXXX. Had to pay them to release funds. Credit score took a hit. 

XXXX : Called to talk to the fraud department again since there still hadn't been any communication from them. I was transferred to debit card disputes. Spoke to XXXX who said she would send us the paperwork we were still waiting for. Said they would send it, checked out mailing address. She said she would call back in 24 hours. We never got a call or the letter they were sending. 

XXXX : Talked to XXXX in Fraud department. Got transferred to member claim support. XXXX told us that we weren't answering their calls and to expect a call from XXXX or XXXX prefixes. Checked with XXXX records and didn't see any calls with those prefixes. Said they would call in 24 hours. 

Got another letter from XXXX ( collections ). Paid them but credit score took another hit. ( sorry, I don't know the date that this letter came ) XXXX : Called debit card fraud line and was transferred to XXXX. I told her the background information. She told me that because the purchases were made by our son, they had closed our case. I asked to speak to manager. They transferred me to supervisor named XXXX. He was horrible. I really hope someone listens to the recorded call because he was rude, mean, and condescending. He told me it wasn't their problem. They would not help me. I told them that I would get a lawyer to help me get my money. He laughed at me and basically told me that I was out of luck.

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