Consumer complaint received 2021-07-24
Company: U.S. BANCORP
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
There is a scam that presents itself as a company called XXXX XXXX aka XXXX  XXXX, that uses an app to illegitimately pose as a financial institution for stocks and cryptocurrency and makes unauthorized withdrawals via ACH on people once they know how much is in your bank account. Their illusion of customer service is an automated phone system that goes to email and vice-versa. 

The XXXX scam took {$1800.00} in cash from my account with multiple unauthorized withdrawals that added up to {$1800.00} total. 

US Bank was contacted at the fraud department between XXXX to XXXX to do the fraud claim 3 MONTHS AGO. US Bank initially did it wrong and labeled it a " dispute '' because the XXXXr scam uses multiple merchants and tried to send a small amount back wi

th one of them to give the illusion of " doing business '' with me to prevent it from being a fraud claim, when no business was ever done and even that small return was unauthorized. I had to then physically go to my local bank to refile the fraud claim, which I did with my
local banker who correctly re-added the fraud claims total, found them to be {$1800.00} and resubmitted them by fax from US BANK TO US BANK.

We submitted everything CORRECTLY INCLUDING THE POLICE REPORT NUMBER FOR WHEN I MADE THE REPORT AGAINST XXXX THE SAME DAY. This was both submitted to the banker and sent to the US Bank Fraud Liaison Department by fax AND by phone when I called to verify they received this information and they said YES THEY HAVE.

Since then they managed to LOSE that information which I had to send AGAIN, along with the copies of email correspondence with the scammer running XXXX  that tried to get my new bank account info go defraud me a second time ( which I refused to let happen ). 

They were able to recover only {$1400.00} of the {$1800.00} that XXXX had stolen and tried to close the case. I said ... thank you for getting the XXXX back but where is the other {$400.00} still missing? 

They told me they couldn't find the claims that were faxed and on file suddenly and that I'd have to refile AGAIN in XXXX. 

So I refiled again, and they said they couldn't find it and there is " no way to talk to the fraud department directly and not even US bank employees can reach them half the time ''??? What type of business is this?! 

When I contacted the XXXX  to report them, they magically found an extra claim they said they didn't have for {$100.00}, returned {$100.00} more making it {$1500.00} returned, and tried to close the case AGAIN. 

And I had to refile the claim AGAIN to recover the remaining {$300.00} which they are saying they can't return and their staff acknowledges it should be but has " no idea why the fraud department is claiming they missed documents they have twice and trying to get out of returning my money in full by repeatedly trying to close the case prematurely ''. 

I HAVE CALLED AND TALKED TO THESE PEOPLE ON THE PHONE OVER 72 TIMES AND THEY WILL NOT FIX THIS SITUATION. 

I WENT FROM HAVING XXXX STEALING {$1800.00} FROM ME TO US BANK STEALING {$300.00} FROM ME. 

Can you please help me get my money returned to me that is owed?

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