Consumer complaint received 2019-10-21
Company: U.S. BANCORP
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Reopening Claim : XXXX Initial Complaint : violates visa/us bankfraud protect garunt. not enough characters. Card was open just 3 months before I noticed ~2/3 of all transactions on this card ( via electronic statement access ) were fraudulent. The bank did not contact me in any capacity in just three months of rampant abuse when the card 's numbers were used out of state, internationally, repeatedly for the same charge and multiple charges a day from the same vendor, for mostly XXXX purchases not associated with my identity and out of state and country purchases made concurrent with in person charges i made in california. I can not quantify with any accuracy what % of credit was fraudulent, but with a balance of ~ {$6500.00}, knowing I made a 0 % transfer of $ 3K-5K ALSO ILLEGALLY UNDOCUMENTED BY US BANK, and with nr $ XXXX  in fraud, that's over 100 % fraud vs. legit transactions. I repeatedly called the fraud division and corporate offices to ask for full credit card forgiveness and was denied it by the 877 number and not allowed to connect with a corporate office professional at all.Compliant with the XXXX and US Banks 's false/unsubstantiated 24/7 protection compliance in reporting suspicious activity, I am entitled to for full card forgiveness AND DAMAGE, and with each supervisory call and each correction I found more mistakes in having to report that tripled the size of my 3-mo bill -- with more transactions to void than possibly can be validated in frequency and number of occurrences ' ; without a single flag -- in context of my credit cards always getting flagged even when I do give travel notice -- when the card was used internationally despite lists of suspicious XXXX activity, not even a red flag there. I was actually protected from all foreign transxn fees to my knowledge but even so, I received not one call or flag ever from US Bank or Visa. I canceled this fraudulent card and left it open compromising my security.

US Bank Response : Re : Consumer Financial Protection Bureau ( Case No. XXXX ) Dear Ms. XXXX : [! I ; jbank. 
usbank.com U.S. Bank has received your request for assistance from the Consumer Financial Protection Bureau. We appreciate the opportunity to respond to your concerns. 
In your correspondence you express concerns regarding our effort to protect both our account holders and the bank, we have established fraud detection systems, which monitor authorization requests and transactions for every account. Certain criteria, including current fraud trends, locations of the transactions, the type of transactions, and authorization amounts may flag an account for potential fraud. In the majority of circumstances, this system is effective in preventing fraud. Although no bank error had occurred, we have elected to grant you a {$50.00} cash plus reward bonus to your account. This will be reflected on your next billing statement. 
Our records reflect that on XX/XX/XXXX, we initiated a fraud claim on transactions totaling {$800.00} made between XX/XX/XXXX and XX/XX/XXXX. On XX/XX/XXXX, we issued provisional credits for the transactions totaling {$800.00} XXXX to your account, credited {$0.00} for the foreign transaction fees and mailed you the enclosed Statement of Fraud letter. Please note that provisional credits are provided with the understanding that if your claims are denied, our credits will be reversed. On XX/XX/XXXX, we added a transaction to your existing fraud claim for {$11.00} with the merchant XXXX XXXX XXXX, we issued provisional credit for the transaction, and mailed you the enclosed Statement of Fraud letter. We also sent you the enclosed letter advising you that we had concluded part of your fraud claim and the provisional credit that was issued totaling {$64.00} is now final. On XX/XX/XXXX, we sent you the enclosed letter informing you that we have concluded another part of your fraud claim and the provisional credit for {$540.00} is now permanent. On XX/XX/XXXX, we initiated a fraud case on transactions totaling {$960.00} plus a credit of {$110.00} for applicable interest and sent you the enclosed letter. On XX/XX/XXXX we sent you the enclosed letter advising that we have also concluded your fraud claim and the provisional credit totaling {$960.00} is now final. On XX/XX/XXXX, we sent the enclosed letter advising you that your remaining fraud case totaling {$210.00} had been resolved and the provisional credit is now final. 
In your correspondence, you express concerns regarding a balance transfer. Our records indicate that on XX/XX/XXXX, we sent you the enclosed letter advising that the balance transfer that you had requested for {$10000.00} to XXXX was not processed due to Insufficient funds. At that time, you had a credit limit of {$3500.00}. On XX/XX/XXXX, we sent you the Creditor is U.S. Bank National Association, c/o U.S. Bancorp Service Center , Inc., XXXXXX/XX/XXXXXXXX, XXXX, ND XXXX ~ XXXX usbank.com enclosed letter advising that we approved a credit line increase to {$20000.00} that you had requested and but there were no new balance transfer requests. 
In your correspondence, you also expressed concerns regarding the card not being closed when you called to report fraudulent activity on your account. After reviewing the telephone interaction, we can confirm that, you had asked the supervisor in the Fraud Department not to send you a new card as we could not send you documentation listing out all valid and frauduler transactions, other than a copy of a billing statement. The supervisor did not proceed with sending you a new card. If you would like to close your account, please contact the Customer Service department at the below phone number.

Please accept our apologies for any inconvenience this matter may have caused you. If you have further questions concerning your account, please contact our Cardmember Service Department at XXXX ( we accept relay calls ). 
Sincerely, XXXX U.S. Bank Retail Payment Solutions Office of the President cc : Consumer Financial Protection Bureau Response to US Bank : The bank has not in anyway addressed to two key issues with card ; 1 ) 2/3 of card transactions were fraudulent and US Bank and Visa both provide/advertise the card as having premium security features. 3 months of illegal foreign transactions, out of state transactions, numerous transaction in a row with the same vendor, nothing was ever flagged for my attention as suspicious and I had to dispute and redispute each individual transaction when the Company and its Visa sponsor did nothing to protect my consumer identify and had no security clearly monitoring my card. My other cards wouldn't even work in another country, and sometimes don't when i do authorize. There is no security feature let along a premium as you advertise.

2 ) I absolutely canceled the card due to the security breach. I asked not to send me another card because of the security breach and implied in that is I don't want another card, not keep my account open and not give me my card. You left my account open and exposed to identity theft after all that I had done to close the card and my account. 

For the failure to have the technology and provide security coverage both US Bank and Visa claimed to have for this highest grade card -- clearly was not there and you left me exposed to more fraud for years.

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