Consumer complaint received 2023-11-03
Company: U.S. BANCORP
State: KS
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XXXX the XXXX I received a call from the actual US Bank number XXXX. The person stated to be a representative of US from the fraud department. He stated their were two transactions of {$700.00} made in Florida and wanted to make sure it was actually made by me. I said no. He then stated he was going to cancel those and close my cards down. I received a text, he said to ignore the text that it was him just closing my cards. Then I got another message, he also told me to ignore that text since it was him trying to freeze that transaction from going thru. Then there was another message from the US bank again, he again stated that was him trying to reset my account. I didn't have time to check the messages as I was on my way to pick up my son from school. After that, he then told me, that he was in fact from US bank that I could check the number he was calling from to verify who he was. He then states its taking him long than expected because he systems was having problems. After that, he states their was something else being processed on my account. It looked like a wire transfer of {$7700.00} to XXXX XXXX. He asked me if I did that, I told him NO. He states he was going to stop that. He gave me a new online code to get back to my account since he had to close me out of all my accounts. But that everything should be fine. Well when I to put that new code on the online banking, it didn't work. I notice that I was able to get on the online banking via face recognition. I then call the actual US bank which the representative stated they have never called me. But she said there was no card transactions of {$700.00} on the account or anything abnormal. I then asked about the wire transfer of {$7700.00}, she said it was not showing up either. Few minutes later into the call, she sees the now " pending '' wire transfer. I told her that was not made by me to please stop that from going thru. She states she will freeze my account so it won't go thru. She told me to go to the bank to close those accounts and open new one, also to move all the money over. Before I went to the bank, I asked her if that money will be taken out, she said no because she was able to freeze the accounts as soon as it happened. I go to the bank and did what she advise me. I was locked out from my accounts until Tuesday, it was then that I realized that the wire transfer did go thru. I've been on the phone with these people, ever since. Today XXXX, a representative told me they had close the case because they were unable to get my money back and there was no sign of fraud. That I made that transfer which I didn't. I don't know that else to do. I never gave this man any information regarding my login or passwords. Didn't even give them the account number since I didn't know them myself. I have made the police report, nobody has asked for it. I'm in complete disbelief my bank won't hear any of the conversations that took place and will not refund my money.

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