Consumer complaint received 2021-12-12
Company: U.S. BANCORP
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2021 I called a phone number I thought was the Customer support line for XXXX XXXX ( XXXX ) to request help with a problem with my XXXX printer. The person I reached identified himself as XXXX XXXX, a technician for XXXX. I allowed him to remote into my PC and he restored my printer function. He also told me that I had several ( XXXX ) drivers that were outdated and that my network was corrupted. He offered to install an encryption program for firewall protection and to update the drivers thus providing PC security protection. He indicated that this was an XXXX product and they would provide support. I purchased a XXXX subscription for {$350.00} paid by credit card on XX/XX/2021. XXXX said the firewall protection would take 2-3 weeks to install. I was directed by him not to sign into online banking or any other financial site so they could detect unauthorized sign in attempts/activity. During the months of XXXX and early XXXX, there were several times when my internet connection was interrupted. Each time XXXX contacted me by phone ( XXXX XXXX ) to tell me that as a result of the internet disconnection, the installation process had been interrupted and would have to be restarted. On XXXX received a phone call from XXXX telling me the internet connection was lost again. He directed me in opening a XXXX XXXX XXXX account to secure the {$350.00} cost of the encryption program in case they were unable to finish the installation. I didnt know about XXXX but didnt question XXXX request because he had given what I thought was good customer service and I trusted him. Guided by XXXX, the account was set up over the phone and I did not see what he was doing or know that he was entering my bank account information ( he had hacked into my online bank account ). In all about {$150000.00} was transferred from my US Bank checking into the XXXX account. The entire time, each notice sent from XXXX or my US Bank checking account of these transactions were deleted or hidden from view on my XXXX email account ( XXXX ). So, I was unaware of the unauthorized transactions. At this same time, XXXX once again advised me to avoid logging into my online bank account or any other financial site until the encryption installation was completed. Consequently, I was unaware of the activity occurring in my checking account. On XX/XX/2021 at about XXXX, I noticed an email on my phone screen that immediately disappeared. It indicated something about a {$28000.00} transfer of funds. It disappeared so quickly I wasnt able to see where the funds were initiated or where they were deposited. I quickly logged into my online bank account to find multiple withdrawals from my checking account. I immediately called US Bank Fraud Liaison Department, reported the fraudulent transactions and closed both of my active checking accounts. On XX/XX/2021, I notified XXXX of the suspected fraud and had the account frozen ( XXXX  XXXX # XXXX ).

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