Consumer complaint received 2023-11-10
Company: U.S. BANCORP
State: KS
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XXXX XXXX XXXX XXXX an individual stating they were with U.S. Banks Fraud Dept called me from a XXXX XXXX number stating they suspected fraudulent activity on my accounts. For me to confirm it was U.S. Bank, they texted me a code to my cell phone. They sent me a text from the U.S. Bank Alert notifications phone number which was already in my phone as I have received text verifications from this U.S. Bank phone number before. I provided the individual the code and they proceeded to inform me that someone was trying to make a charge outside XXXX and that someone was also trying to issue a wire fraud. I explained neither were authorized. They then proceeded to verify high dollar amount charges that I had made ( therefore, they were in my account and I did not provide them with any personal information such as my SS # or pin ). Ultimately, the individual issued two wire transactions using the codes he texted me. Obviously, I unknowingly had ultimately approved the wire transfers to then go through but again, at this point I thought it was U.S. Bank and that the wire transfers were not going to be successful. 
XX/XX/XXXX in the evening I was not feeling comfortable with the situation and called the U.S. Bank Fraud line XXXX XXXX XXXX but I was unable to get assistance because it was after XXXX XXXX Therefore, I called the general customer service line and the first individual could not assist me because he only dealt with checking accounts and stated he couldnt do anything about it and I would have to wait until the morning. Therefore, I called this number back and spoke to an individual who was able to freeze my accounts but stated I would have to wait until the fraud dept opened the next morning at XXXXXXXX XXXX  to discuss the issue further. 
XX/XX/XXXX, I went to the bank at XXXX to express my concern about the problem and the bank rep ( XXXX ) stated I would get my money back and that he would file a fraud claim and closed my accounts. He told me to come back at XXXX on XX/XX/XXXX to walk through opening up my new checking and saving accounts. I was at this bank location for almost two hours. 
XXXX I went down to the bank for my scheduled appointment at XXXX and the bank rep XXXX XXXX XXXX was not there so they had me meet with another rep XXXX XXXX XXXX and I re-explained the situation. I was at the bank for about an hour and a half again as she tried to contact the right individuals and almost seemed to have to go through a completely new and different process compared to before. She advised that I contact XXXX XXXX XXXX XXXX XXXX to follow-up on claim number XXXX XXXX XXXX was unable to return my funds due to the accounts being closed and she didnt have the new savings account information. Therefore, I gave her my new savings account number and she mentioned she only had received information about the wire transfer for {$5600.00} which she believed she could recover, and would complete this return into my new savings account by the next day. However, she mentioned that there was nothing she could do about the other wire fraud of {$9200.00} on XX/XX/XXXX. She said that this could be irrevocable and is unsure why I was guaranteed I would get this money back as unauthorized wire transfers from online accounts may be irrevocable. She mentioned I would need to follow back up with my branch for them to locate this unauthorized claim as she has had no connection to this efraud. 
XXXX XXXX  emailed me the claim number of XXXX. 
XXXX  I went back down to the downtown branch to speak with someone to try and receive yet more clarity on what exactly was going on and XXXX assisted me. I was there again for an hour and a half and I reexplained the situation as he tried to determine next steps. He filed an affidavit of unauthorized paper debt and was to email it to XXXX and was then going to email me the document for my records which I did not receive. 
XX/XX/XXXX, I called the bank and asked for XXXX to email me the documents as I did not receive them. 
XXXX I called the bank and spoke w/ XXXX who was going to follow-up with XXXX to have him email me the affidavit which I then received, and she was going to investigate the claim further. She called me back that eve and provided a claim number of XXXX and mentioned it may have been wired to an international bank account and this process may take longer. 
XX/XX/XXXX, I called U.S. Fraud XXXX XXXX  Provided claim XXXX XXXX which was submitted on XX/XX/XXXX and they stated it was denied on XX/XX/XXXX but no reason was provided. The representative was going to email the dept requesting an understanding for why it was denied and get back to me within 48 hrs. 
XX/XX/XXXX, I called downtown U.S. Bank branch and spoke w XXXX who was going to speak w a manager on XXXX  to see if there is anything she may do to reimburse the funds. She mentioned the second wired fraud was likely not going to be refunded due to there not being any funds in the account the money was wired to. 
XX/XX/XXXX, spoke with XXXX who mentioned that essentially the bank would not reimburse me for the {$9200.00} as there was negligence on my part since my U.S. Bank username/password was compromised at some point and I essentially authorized the wire transfer.

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