Consumer complaint received 2023-04-19
Company: U.S. BANCORP
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On Sunday XX/XX/XXXX, I noticed I had multiple missed calls from ( XXXX ) XXXX with Caller ID as USBANK, with another call coming in, I answered. The person identified themselves as XXXX XXXX with the Fraud Dept. He said there was a fraud transaction on my account and he was calling to assist in the investigation. He had explained that I would need to submit a payment through XXXX to trace where my money went. He told me that by doing this would get my money back within 48 hours, but if I didnt, I wouldnt get any money back. He said it is bank policy and is an obligation of account holders. At that point I received the request for payment through XXXX on my USBANK app, the first request came from XXXX XXXX XXXX, the next being XXXX XXXX, both requests were for {$820.00}. During this time, he was rushing me to complete the transaction as soon as it was completed, the call was disconnected. 
I immediately realized something was wrong & called USBANK Fraud Dept, they confirmed a representative from USBANK did not call me. She explained that I would receive a provisional credit to my account within 72 hours while they investigated my claim and had up to 10 days to complete. I was told that I would get a form in the mail to fill out & return. However, I did not receive any credit or forms, so on Friday XX/XX/XXXX I called USBANK again to check on the status of the situation. I was informed that my claim was processed incorrectly & that the claim would need to be resubmitted, this was 6 days after I first reported the claim. Again, I was told the investigation would take 10 days and I had to complete a form & return it as soon as possible. This time I received the form within 72 hours & took the form to the XXXX XXXX XXXX along with FTC Report # XXXX & XXXX Complaint that I filed. I also provided names, addresses & phone # s of reverse searches that I made myself online using the phone number listed on the XXXX Request, of who I believe may have been involved. 
A few days later, I received a letter from USBANK dated XX/XX/XXXX stating the transaction posted as requested, and my claim was denied. The letter also said that it is my right to request documents used in the investigation, providing a number to call to make the request. On XX/XX/XXXX I called the number given by USBANK to have the document mailed to me, after being on the line for more than 30 minutes & being transferred around from dept to dept, each representative not having a clue as to what to do or what I am even inquiring about, eventually the call was disconnected. By then, I decided to go to the local branch located at XXXX XXXX XXXX in XXXX, to request the documents in person. I spoke to Client Relationship Consultant XXXX XXXX, who told me there is no such document to request. I asked if I could get a print screen showing that there is not any paperwork, again she stated there were no documents. This confused me, since I was told in writing that they would be available to me upon request. 
It doesnt seem like USBANK representatives even tried to help me to retrieve any loss. I reported the situation immediately, per bank policy, twice, within time restrictions. I dont understand why the transfer could not be stopped, I received a notification stating that the deposit wasnt completed until XX/XX/XXXX. I trusted USBANK to investigate and go through their own error resolution obligations, at this point I know no one attempted to review my claim or the information that I provided since they can not provide me with any proof otherwise. USBANK is obligated to follow the law regardless and they chose not to follow standard procedure. I received no benefit from this transaction, I was sent a request for payment under false pretenses. I am asking for assistance in resolving this matter.

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