Consumer complaint received 2021-11-06
Company: U.S. BANCORP
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/21 I received a phone call from a person identifying themselves as XXXX fraud prevention employee telling me my XXXX account had been hacked for a {$990.00} cell phone purchase. In order to refund me the money for the purchase, he needed access to my bank account to replace the money because XXXX wanted to prevent any fraud to my account. All the while this person had control of my phone moving money around the various accounts I have. This person took a cash advance using XXXX charging it to my credit card then moved the money to my checking account and withdrew it. I began to realize something isn't right. I ended the phone call and drove to the bank to stop this transaction from going through. After explaining the situation, the bank wasn't very helpful. Instead, I was given phone numbers to call their fraud department which I did. In the following two weeks after the incident I made contact with the US bank fraud department a least a dozen times. In addition, I also contacted Credit Card Services who handles the credit card portion of the transaction. The two divisions keep passing the buck back and forth. Nothing is being resolved. 
In the interim, the bank issued me a new credit card, savings account, and checking account. 
On XX/XX/21 the same day as the fraud, I reported the crime to the XXXX XXXX County Sheriff 's Department. I contacted the bank again to make sure they had the Sheriff 's report number. Again nothing resolved. 
Three weeks after I made the report to the Sheriff 's Department a detective came to my house for a follow up report. We made arrangements to meet at US bank because I needed to be present to give permission for access to my account. It was at this time I discovered the bank considered this a " friendly fraud '' meaning I suppose I had something to do with it. My claim for fraud was disallowed. As far as I know the investigation is still ongoing with the Sheriff 's Department.

Now I'm stuck paying {$1400.00} plus interest on a credit card cash advance that I DID NOT DO! I have to make minimum payments or it effects my credit rating. 
According to US bank, when they look at their computer screen it looks like I did this because " it had to be done mechanically ''. No one at US bank is listening to the details as to how all this transpired. 
During my numerous phone calls to the bank I was told a fraud investigator would contact me within 48 hours. It never happened. I was told several times that my case is still under investigation by the banks fraud department and credit card services division. Again, nothing. 
If someone at US bank took a look at my spending habits via transactions made from my accounts they could see this is completely out of the norm for me. I've never taken a cash advance in my life! Nor have I used XXXX XXXX for anything! I don't even know how to use it. 
I'm retired, paid off all my credit cards and now this happens to me.

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