Consumer complaint received 2022-11-14
Company: U.S. BANCORP
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, I received a call from my bank or someone spoofing the number of my bank. They called me 2 times before I answered. On this call the person claimed that someone had made a large XXXX transaction from both my checking and savings account, and in order to fix the problem I would need to resend a XXXX to have it marked at XXXX. 

I completed this and in the end they took {$2500.00} combined from my savings and checking accounts. I immediately called the US BANK fraud line to report the issue as it felt off to me. They asked no follow up questions and notified me it would take about 10 business days to conclude the investigation. At this point I had a total of {$30.00} to my name in both my checking and savings accounts. 

US BANK told me if it took longer than 10 business days, they would provide a credit to my account to help with outstanding bills. This never happened. Luckily I had family who could help me in this situation as I had a renovation payment due that day. 

On XX/XX/XXXX - my XXXX and XXXX accounts had suspicious logins I called back to US BANK on XX/XX/XXXX and throughout the coming weeks for updates. No updates were given and when asked about the credit to my account they said that was not going to happen and if it did, do not use the money as they can revoke it at any time and put me into overdraft. 

On XX/XX/XXXX, I was notified that a new Bank XXXX XXXX card was opened in my name. I called Bank XXXX XXXX to close this out and notify them of fraud, and froze both my credit reports. 

On XX/XX/XXXX, I received 2 letters from US BANK notifying me that the claim had been denied citing " During our investigation, we determined the transaction posted as requested ; therefore, your claim has been denied. '' They told me to call the XXXX XXXX banking line to ask for the documentation used in the investigation. 

On XX/XX/XXXX, I called and requested that documentation as well as went into a US BANK branch to discuss the situation. I was told by XXXX at US BANK that there was nothing more they could do unless I provided more documentation. He did not specify what type of documentation or provide really any guidance at all. Following this in-person conversation, I called the fraud line at US Bank again to get some more guidance. She told me that these cases with XXXX rarely get approved due to it showing " the transaction posted as requested. '' From this call, it was clear there was nothing else I could do to get my money back. 

On XX/XX/XXXX, I was notified yet another credit card was fraudulently opened in my name. I called XXXX to report the fraud and close out the account. 

On XX/XX/XXXX, I was sending a XXXX payment and there was a pop-up on my screen prior to sending notifying me that " Keep your Money Safe, be sure this isn't a fraud. US BANK will never ask you to send money to anyone, including yourself. Scammers might ask you : Send more money to finalize payment, Share a login verification code, or Upgrade an account to receive money '' I had never seen this notice prior to me bringing this fraud to US BANK 's attention. They have been promoting XXXX on their app for as long as it has been in services ( 2017 ) On XX/XX/XXXX, I received a letter confirming the credit cards open fraudulently in my name had been closed and the credit companies had been notified to take it off my account. 

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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