Consumer complaint received 2023-05-15
Company: U.S. BANCORP
State: OH
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Two unauthorized electronic fund transfers were made from my US Bank savings account to a XXXX XXXX  account on XX/XX/XXXX for {$3900.00} and XX/XX/XXXX for {$3200.00}. They were not made by me nor were they authorized by me. When I logged into my online banking on XX/XX/XXXX I noticed my savings account had significantly less money than it should. I opened the transaction detail and saw two external transfers. I have never made that type of transfer, which I was told by the bank representative, was a transfer between two banks. I do not bank at XXXXXXXX XXXX, or at any other bank and only have bank accounts at US Bank. I called the 24 hour customer service number on XX/XX/XXXX, as it was after normal business hours, and reported the fraud. I was instructed to go to my branch office the next morning and get help with the fraudulent transactions. I went to the branch on XX/XX/XXXX and had three bank accounts frozen and opened three new ones. During that process, I found that my phone number had been changed on my accounts to an out-of-state phone number, although my address had remained the same. The representative also told me my email settings had been disabled, as I mentioned to him that I did not get notification the day before of a direct deposit that was made to one of my accounts. I never made nor was I ever notified of these demographic changes. I was never contacted and asked if I made these changes and I was never asked to answer any of the security questions that I should have been asked. There apparently is a lack of security within U.S. Bank. I am notified anytime I login to XXXX on a different device or on a different Wi-Fi net work and my credit cards notify me if transactions have been made or any changes to demographic information have been made, yet US Bank seem to think these changes were not out of the ordinary, or worthy of alerting me of these changes. I completed fraud paperwork on XX/XX/XXXX which was sent to the fraud liaison department of U.S. Bank and denied three business days later. They told me I either made these transactions or gave someone else my login credentials to do it, neither of which are true. I filed a claim with the Office of Comptroller of Currency as advised by the Attorney Generals office, and they directed me to the Consumer Finance Protection Bureau. I have also filed a complaint with the FTC and a police report # XXXX with XXXX XXXX police department. XXXX XXXX XXXX has submitted grand jury subpoena paperwork to US Bank on XX/XX/XXXX. US Bank has refused to let me see what documents they used in order to deny my fraud claim. I was advised by the bank representative to submit fraud paperwork again, along with a typed paragraph stating that I neither made, nor authorized these transactions and reminded US Bank that I have been a customer for 22 years, on XX/XX/XXXX, and these claims were denied as being duplicates. They werent even looked at. My husband and I have been customers of US Bank since XXXX and have lived less than XXXX mile from our branch office for 33 years. Even my husband does not have my login information to my savings account and no one else does either. Neither of us has ever made transactions such as these and we only bank at US Bank. If someone at U.S. Bank would look at either timestamps, location, data, IP addresses, or other elements, Im sure they could prove that I was not involved in any of these transactions, and that these were fraudulent. I can not believe these transactions were not flagged and were able to go through as these are high dollar amounts, and are transactions types that we have never made. And for our phone number to be changed to an out-of-state number, yet the address remaining the same, makes no sense, and should have certainly seemed out of the ordinary to someone at the bank, along with the email notifications to be disabled. My husband and I have worked hard for many years ( we are XXXX XXXX XXXX ) and expect the bank to put our money back into our account immediately. This is money that we need to live on.

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