Consumer complaint received 2023-08-16
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I discovered today around XXXXXXXX XXXX that my USBank account had a hold issued after my debit card was declined and my direct deposit did not process. I contacted customer support on my app and was told that I had to contact a branch directly. I contacted the XXXX branch at which time the branch manager told me all of my accounts were in the process of being closed and that there was fraud on my account, specifically the account that I opened for my minor son. I was not informed by the bank at any time that there was fraud on my account nor that all of my accounts were seized and frozen. I went in person to the XXXX XXXX location and spoke with the branch XXXX there and was told that there was nothing she could do or I could do. I was told I have to wait to for an investigation to compete and that any money owed to me will be issued in a cashiers check. This was not how I expected to be treated as I am the victim of fraud on my account and yet I am being treated as the criminal. I explained that two of my accounts are my adult kids accounts that I opened with my prior bank XXXX XXXX that was acquired by US Bank, the other is a joint account with my mother. The fraud occurred on one account yet every account with my name connected to it was frozen and I am told will be closed. This is unfair, extreme and should not be legal. I spoke with the fraud department on three occasions today and only one of them asked if I wanted to submit a fraud claim and I gave my email address to get the paperwork and affidavits to file the fraud. It is unconscionable to me that US Bank did not contact me at all to alert me to the issue on my minor sons account especially when they are attacking all accounts with my name. I have direct deposits and auto payments that will be disrupted due to the banks conduct. My sons account is not setup for payments and deposits because he is XXXX XXXX XXXX. If that was the only account with fraud that should be the only account impacted and frozen. I could not pay my mortgage today nor can I access any of my money. This is more than damaging on many levels. My XXXX other kids are punished without justification simply because my name is connected to their account. Banks are supposed to protect their customers from fraud. Instead I have no access to my money and no one informed me of anything. The fraud dept. informed me the transition that is fraudulent occurred yesterday at XXXXXXXX XXXX in XXXX, CA. I have no ties and do not know anyone in XXXX, CA. Both myself and my XXXX XXXX XXXX son were at home in XXXX, CA at that time. I have information from a friend that US Bank recently relocated from a location in XXXX to another location in XXXX upon the transfer of XXXXXXXX XXXX to US bank and I am worried that a breach could have happened at that time and compromised my account/sons account information. I also previously complained to US bank about mailing account information via US Mail. During the transition from XXXXXXXX XXXX they mailed documents containing full account numbers and the debit cards had PIN numbers in documents that were mailed. This never settled right with me because there are some cards and letters I never received. Who knows who has access to this confidential information.

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