Consumer complaint received 2018-04-26
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I have tried to solve this complaint with diplomacy and in an amicable agreement but to no avail. The Social Security benefits that the bank willingly let into unauthorized hands, are not being returned as governed by law, not to mention the customer care specialist is suggesting that my XXXX  year old mother should engage the perpetrator that stole her money, putting herself in jeopardy. She is avoiding the fact that a Power of Attorney has no right to access the federally issued government benefits and that the bank had no right to give the money to anyone but the account holder or a payee representative appointed by the Social Security office. Because this customer care specialist is not doing right by a person who isn't XXXX XXXX XXXX  but XXXX years old, 7 years shy of a century and who has been a good customer of the bank since they opened their XXXX   establishments in our city, I feel an obligation to make certain every Elder Abuse Agency on a local, state and Federal level is aware of who she is, that she is giving us the run-around not addressing the problem as well as not abiding by the laws governing Social Security retirement benefits. A XXXX year old upstanding citizen of the community who just was released from the hospital with a XXXX XXXX and a XXXX XXXX, is continuing to cry and scream on a daily basis, going without some of the things she needs, unable to pay bills because the customer care specialist is refusing to rightfully return her money that was allowed to be accessed by a person who had no authorization to receive it. I want everyone in the elderly community to know this person 's name as well as the news media, whom I have friends at XXXX XXXX XXXX, the city 's head of the Elder Abuse Unit, the state prosecutor 's office, the head of the Federal Elder Abuse Agency, the FDIC and Federal Reserve who's law regarding federal benefits is the one this person is willingly ignoring and refusing to uphold, the Social Security Administration as well as every Elder law advocacy group on a local, state and federal level. Not only is bank representative not upholding the law in regards to giving money back that the bank should have protected from unauthorized access for 3 months in a row, but in light of the situation, the funds that should have been returned months ago, don't even come out of the bank 's funds ; the money is insured by FDIC and she is still is refusing to do the right thing by a good customer who's account was compromised illegally by the bank. This is the treatment I want everyone to be aware of that they can expect from a bank representative who is doing nothing to help a XXXX  year old woman who is at the XXXX XXXX XXXX XXXX XXXX. My friends in the media are going to help me in putting together a televised documentary in which I will make certain that this person is known to take advantage of a very old and sick member of the community. Nobody would want their grandparents or great grand parents to have to be subject to the negligent and irresponsible actions, or lack of actions this so called customer care specialist who is acting more like a bank care specialist, avoiding the laws governed by Social Security as well as the laws of the FDIC and Federal Reserve that she is willingly ignoring and failing to address. Please see the attached response to see how this representative dances around the facts, acting oblivious to the fact that a Power of Attorney can not access federal benefits by law, bank law, Social Security law, and Federal law and how I will make it my life long project if I have to, to make certain as many know who this person is, so they aren't subject to the negligent treatment she has demonstrated to a person who desperately needs her own money to be returned that the bank was obligated to protect and didn't. This person 's name will be in every up-coming elder law journal and publication that I can possibly inform as well as the professional media team who are constructing the documentary soon to be aired within the next 6 months. This is elder financial abuse by a banking institution 's representative who is doing nothing to help a customer who has been an on-going loyal multiple account holder for at least 25 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