Consumer complaint received 2015-06-11
Company: U.S. BANK NATIONAL ASSOCIATION - SAN FRANCISCO MAIN BRANCH
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
XX/XX/XXXX my purse was stolen in the XXXX, they stole my wallet ( debit cards, credit cards, check book, medical cards, XXXX sets of car keys, cash, etc ). I had to close all of my accounts transfer money, deactivate cards, the whole XXXX yards. My main financial institution is Union Bank of CA, I have been banking with them since XX/XX/XXXX. I can honestly say in addition to my purse getting stolen Union Bank added to my stress with their lack of customer service and concern for me as a customer, and not to mention me still not getting the money that was stolen from my account. I went into the bank sunday afternoon on XXXX XXXX XXXX located in XXXX, CA to open a new account. Prior to my funds being stolen I had XXXX in my checking account and XXXX in my savings. I had XXXX fraudulent charges totaling XXXX which left my checking account at a balance on XXXX and my savings at a balance of XXXX. Because of the fraud I transferred the XXXX to my savings leaving me with a balance of XXXX ( checking and savings total ) and some change. I opened my new checking account on Sunday the XXXX, me and the teller XXXX transferred the XXXX ( available checking ) to my new checking and took out XXXX cash which left me with XXXX ( new checking account ) and still kept the balance on XXXX in my savings. Mind you the XXXX was already stolen so all of this money still is n't accounted for and I 'm still short {$100.00} from bills. After I left the teller I look at my bank account XX/XX/XXXX and see a balance of XXXX in my checking including a credit from XXXX and a deduction from XXXX XXXX and an overdraft of XXXX in my savings and XXXX in my new checking account. So the next step I took was going back up to the bank, I talked with the manager XXXX and he himself was also confused because of what transpired on my account. XXXX proceeded to make sense of my account and turned my savings from a negative to a positive, with the XXXX balance that was available to me at the time. From him doing this that left me with XXXX ( savings ) and XXXX in my checking account because a check was deducted for XXXX. After doing all of this it left my fraud checking account at a XXXX balance because the payments that were pending from fraud had n't posted to my account yet. Fast forward to Thursday I submitted all proper paper work to Union Bank because my claim was over XXXX and XXXX advised me that I would be in contact with the Claims dept. I called and talked with the Claims department and they advised me that I would receive a provisional credit to cover the amount that was overdraft from the fraud charges. Mind you I as a customer am also still at a loss of the XXXX myself, I still have yet to touch the money and no balances have yet credited my new account in the money that was lost to me as a customer. All the claims department did was give union bank money back to their own account to wash out my fraud checking and leave it at a XXXX balance! It is now XXXX XXXX, I 've called the claims department, talked to reps with regular customer service, I 've talked with the supervisor at XXXX bank, and even talked to the rep who opened my account and I have gotten pushed to another department or I 've gotten told I was wrong with out anyone fully putting themselves in my shoes to listen to what I feel is wrong with my account. I have been a customer since XX/XX/XXXX and I am highly dissapointed with Union Bank as a consumer and with the poor customer service they offer their customers. I have been talked over XXXX to many times and I am fed up with no one fully listening to what I have to say before they jump to a conclusion based off of what they see off of a computer screen, and after I get my accounts settled I will no longer be a customer with Union Bank!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation