Consumer complaint received 2021-11-23
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XX/XX/XXXX Per online banking : an unauthorized Pending SST {$3600.00}. I went to the bank, XXXX XXXX XXXX, XXXX, CA XXXX, told the banker, XXXX  ( XXXX XXXX, that this transaction was not ours, it was not authorized and needed to be returned or stopped asap XXXX told me that since it was in Pending status, she could not do anything for me until it processed through. XXXX asked me to come back next day. ( See bank report attached, printed by XXXX ) XXXX, {$3600.00}, XXXX # XXXX XX/XX/XXXX I went back to the same branch and talked to XXXX. Now that this transaction had processed through our account, she said that there was nothing she could do for us, we would have to contact the Fraud Department ourselves, ( XXXX ) XXXX. It was too late for her to do anything for us, since the transaction had completed. 
I called ( XXXX ) XXXX, spoke to XXXX, explained the situation and was issued a Claim # XXXX, and was told that we would get our money back within XXXX to XXXX days. 

XX/XX/XXXX Another unauthorized transaction SST for {$4700.00} was in Pending status in our account, so I called the Fraud Dept ( XXXX ) XXXX immediately and talked with XXXX the first call and XXXX on the second follow up call on the same date. XXXX helped me placing a STOP on this pending transaction and stated that it would be returned to requestor. XXXX also advised to placed a HOLD on our checking account until all cleared. I told XXXX that I thought perhaps XXXX should have placed a HOLD already on XX/XX/XXXX, but she stated that it was not done. 
XXXX, {$4700.00}, Trace # XXXX XX/XX/XXXX I verified with XXXX that Claim # XXXX is still active and they were still investigating it. She said it would take a week or so, I should let it go through its process. However, I should try to contact the requestors bank directly myself as well. She gave me the following information : Citizen Bank, XXXX XXXX XXXX ( XXXX ) XXXX, Option # XXXX & the # XXXX. 
I called Citizen Bank and was given the following information, to again, investigate myself : Merchant ID XXXX XXXX  XXXX XXXXXXXX : XXXX ( XXXX ) XXXX, XXXX XXXX XXXX, # XXXX, XXXX, CA ( XXXX ) XXXX, XXXX, ( XXXX ) XXXX I called all the numbers and found no one and nothing. I left a voicemail with XXXX, no responseXXXX XXXX XXXX : ( XXXX ) XXXX, no way to reach anyone or leave a message. 

XX/XX/XXXX I received a Claim for XXXX XXXX XXXX XXXX XXXX, Claim # XXXX, letter was dated XX/XX/XXXX. ( XXXX attached ) I mailed the form same date, XX/XX/XXXX as instructed. 

XX/XX/XXXX I called back to the XXXX XXXX ( XXXX ) XXXX and was told to call back again in a few days. The Claim # XXXX is still open and active. I was told by XXXX ( not sure if shes the same XXXX Ive spoken with on XX/XX/XXXX ) that the system showed my claim form had been received. She asked me to call back on XX/XX/XXXX. 

XX/XX/XXXX I called back to the XXXX XXXX ( XXXX ) XXXX, spoken with XXXX and was told that US Bank could not help me to get our money back. I asked to speak to a XXXX and was directed to XXXX, # XXXX, that US Bank could not help us because it was an electronic funds transfer ; therefore, per the Federal law, US Bank was not responsible to help its customers in these types of claims. She said that my best bet would be to go back to the branch XXXX and the XXXX would be able to help. 

XX/XX/XXXX I went to see XXXX XXXX, Branch XXXX at XXXX XXXX XXXX, XXXX, CA XXXX, XXXX # XXXX, was told that she would try to help. I gave her a copy of the backup docs and was told that she would call me back. 

XXXX XXXX called me back the same afternoon on XXXX and told me that she was advised this claim was still open, just be patient and wait XXXX weeks for it to go through all the proper channels. 

XX/XX/XXXX I went back to see XXXX XXXX, who then told me that her assistant, XXXX XXXX would get on the phone and get a status update. I waited in the branch for XXXX hours, while XXXX XXXX and XXXX XXXX both got on the phone with the back-office and then told me that US Bank could not help me with this matter. This Claim is now closed. 

The conclusion was that our checking account was compromised, and I did everything right. I went to the branch immediately, and then followed instructions by the bank. All had failed me.

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