Consumer complaint received 2019-01-15
Company: U.S. BANCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/2018 My husbands check card and my check card were counter fitted or duplicated unsure how because my husband had both cards in his possession. Our cards were accessed at an atm we previously had issues with fraud at and its continued at the same location. From beginning of problems in XX/XX/XXXX we asked for new accounts with new cards not just new cards and denied. XX/XX/XXXX card ending with XXXX there were atm withdrawls for {$300.00}, XXXX, {$200.00} XXXX. 
Card ending with XXXX, {$100.00} XXXX, {$300.00} XXXX. We were given money back and investigation is final on drink charges not listed on here but they never investigated XX/XX/XXXX. We were told they dont investigate because our chip was used that they are 100 % fraud proof. I found articles tested that theory was incorrect and it had to be because we did not nor did we ever authorize the use of our check cards. We were no where near XXXX at time. We provided our location via maps timeline, police report, report we made also with FTC. 
Still nothing on this moved until we made a report with CFPA. Which they gave credit the day of their response to us and the next business day it is gone no trace it was there or taken away just gone. 
The letter stated from CFPA site that they approved my husbands but not mine due to location history, atm use, etc which is a false conclusion my husband held onto my card at that time not me and we both were together the entire day and entire night of XX/XX/XXXX which this happened on XX/XX/XXXX-XX/XX/XXXX but processed on XX/XX/XXXX we were together on XX/XX/XXXX-XX/XX/XXXX. Also. The only time were apart is while he at work. We were in XXXX but did not use cards at atm period we did not. There is a history with the same place in XXXX and XXXX showing atm withdrawls on same date that's not possible that we didnt dispute as we tried fee at time with this repeat pattern with only this two locations. My cell phone was stolen in XXXX in XXXX and they at XXXX refused helping us and were dirty about it. It was obvious so we had not returned since and yet atm withdrawls and misc charges continues at these locations that we have asked bank to block from their or change our accounts totally because there were sign on attempts thru their site online with cell or internet ISP close to ours not ours. My cell phone was not locked no code so access was easy. My email my husbands emails continue getting compromised, XXXX hacked we have changed passwords 5x yet somehow they continue getting access more likely thru the phone similar to what we have still getting in, recognized, XXXX passcodes. Location tracked. Etc we made this known to usbank and pleaded to change checking accounts because they were getting out card numbers from one place I emailed once a month for storage pymts that we figured must be how they cards were known. My phone still gets located still has things deleted etc we are bout to close down get nee numbers which we hate because we had these over 15 yrs but this hasnt stopped. We are victims of identity theft while we stayed at XXXX an employee got security clearance paperwork, ID info, social info, etc we received alerts our info sold on dark web we told bank this issue as well as mail theft we experienced great welcome to WA welcome. So why USbank refuses to change our accounts totally we have no clue. My complaint is why my husbands card was approved and mine wasnt when we were together when this happened and now why after the complaint we had just closed thru CFPA why did the credit of {$730.00}. Disappear? Usbank credited it only to show CFPA they abiding by what's right then after case was closed took the money back with no evidence it was there or gone except a letter stating they will put it there in one day thru CFPA response from usbank. They are always changing the dates we disputed or talking about other dates and not the ones I am questioning at that time. Yes there are more fraud disputes but let 's keep it to the ones I'm inquiring at that time before jumping to the next that still nothing gets resolved. They try every possible way to confuse you, change dates, to make it in their favor.. We want the money back that we had fraud on and have had with same company. We ask for their findings yet we only receive a letter stating if we want their findings contact blah blah we have 6 x now still not received anything from them in regards to this. Usbank is deceiving small time customers. Taken advantage of XXXX XXXX   twisting your claims, or stating they never received or that it's different dates yet I sent documentation showing they responded on a claim they state they never got. They do stall tactics and delay trying to get you to give up.transfer u on calls no one helps or knows how or has authority too. Rude treat you like your the one committing the crime but making you feel they are stealing and belittling. We have alot of money from other transactions bigger amounts and none are disputed only the same company from XX/XX/XXXX thru XX/XX/XXXX. Their findings on our cards for drink chrges are final but not for atm withdrawls. XX/XX/XXXX. XX/XX/XXXX thru XX/XX/XXXX then XX/XX/XXXX we were at XXXX and our last there when we did attempt to use our cards and were not successful in getting money we made calls 11 min each on XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX where there own fraud dept states they see we attempted wait til XXXX  then it should work so we tried and of course nothing we called again they said they see it pending not to worry it would work itself out that they noted our cards were locked yet we still battling with this issue where we were in contact they know our cards were locked and yet they say we got the money to we dodnt file to we filed to late etc just the run around and not resolved. This was previous dispute and not sure which one they took money back after it closing on CFPA  site. They are dishonest and a bank mo one should ever consider banking at. 
Anyone who wants after reading this whose claims are still not resolve want to get together for a class action lawsuit please contact me XXXX. usbank is paying money onnsuut for londering this year so I assume this must be the reasons they are taking small peoples money. Please please help us resolve this issue again as they took the money given back one day after this case was closed.. 
Do not use usbank people trust me you will only regret you did the hard way.

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