Consumer complaint received 2023-06-12
Company: U.S. BANCORP
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
On XX/XX/XXXX I noticed a transaction in my banking account that stated " Return from deposit '' with a withdrawal amount of {$1900.00}. I called my local bank, US Bank, and they were able to inform me that there was a check that was cashed in my husbands name on XX/XX/XXXX. Then on XX/XX/XXXX the person who wrote that check issued a stop payment. So, that money was then deducted from my checking account. This check was cashed against my account in a town that is at least 4 hours away from where we live, in the same state. I was advised by my local bank to contact the fraud center, which is a 24 hour service, so at around XXXX XXXX., I contacted the fraud center. The initial person I spoke with, XXXX, had me on hold for 50 minutes before disconnecting my call. When I called back, I got another representative, XXXX, he was able to give me claim XXXX XXXX He told me that within 48 hours I would receive the {$1900.00} back in my account as a provisional. I called back again on Monday, XX/XX/XXXX and spoke with XXXX. She told me that the previous representative should not have told me that we would receive a provisional as that normally does not occur until the investigation has begun. I then asked to speak with the supervisor and she was able to have XXXX call me back. When I spoke with XXXX, she was finally able to realize what had happened with the account, so she kept the claim open. She advised that we close our bank account as we were afraid that my husband 's identity had been compromised. I was able to call my local bank again and spoke with XXXX. She was able to get us into the office that day to get our account closed and to open a new account. She was also able to get the outstanding checks that we had moved over to the new account as well as my pay check, which is direct deposit. XXXX also printed out the forms that needed to be filled out and signed so that we could start our process quicker. The forms were also mailed to us from the fraud center. We filled out the forms that night at home and I returned the following day, XX/XX/XXXX, to have XXXX fax the forms for us back to the fraud department. I called the fraud department again on XX/XX/XXXX and spoke with XXXX. She told me that the account was noted on XX/XX/XXXX as having received the documents faxed. I was advised to call back on XX/XX/XXXX or XX/XX/XXXX to ensure that nothing additional was needed. I did call back to the fraud center on XX/XX/XXXX and was advised that nothing additional was needed at that time. On XX/XX/XXXX, we received a letter in the mail indicating that one of the forms was filled out incorrectly and needed to be filled out again. This time the document needed to be completed by my husband. They did not let us know this to begin with, so we thought it was ok for me to fill everything out. They should have advised us of that at that time, but they did not. I returned to the bank on Tuesday, XX/XX/XXXX and showed the paper to XXXX to have her fax it back into the fraud office. I again called the fraud department on XX/XX/XXXX and was told that the updated document had been received and was attached to my claim on that day. 
I am not receiving follow ups from the fraud center while this investigation is taking place. The only communication is when I call them. I'm confused as to why we never received a provisional amount back into our checking account. I was told this could take 2-3 weeks to be resolved, but it has been much longer than that. It has been 7 weeks as of Friday, XX/XX/XXXX. This is unacceptable. I have had to sell stock to ensure that I have money in place to cover our bills and necessities for daily living. We have not done anything wrong and have followed their guidelines and given them the information that's required in a timely manner. Any help that you can provide with resolving this issue between us and US Bank would be greatly appreciated.

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