Consumer complaint received 2018-12-10
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
We have had numerous problems with US BANK. For instance, I was at the bank on XXXX XXXX one day and I left. Later that day I went to look for my debit card and could not find it. I knew the last place I was at with it was the bank so I called the bank. They said they would look for it. 
All of a sudden 4 days later I got a new card in the mail and I called and I was told that a bank employee called and had my card re issued, and so we called the bank and they said yes a teller found this on the floor on her side and called it in and had it cancelled instead of calling me and telling me. 
We also have had checks LOST after we deposited them and my mom even had to take in PROOF that she deposited this after the fact ( the black and white back that you get on the statement online ) to show that YES she did have a check deposited for them to put the money in the account. : XXXX XXXX and XXXX XXXX XXXX Then I put a check in for deposit and the next thing I knew it was listed as a " Credit misc '' when I called I was told the teller did not put the check in for deposit but it was there so they put it in later as a misc credit. I said ok so where is the check and they said we dont know but its ok the money is there.XXXX XXXX XXXX XXXX They acted like it was no big deal that it happens ALL the time. 
One day my mom took a XXXX dollar check into a bank on XXXX XXXX In XXXX XXXX and it took the bank 3 weeks to FIND the check and deposit it to the account And for some reason when you report a company for taking money out of your account without your permission they for some reason refuse to do it as fraud IF you have made a purchase with the company before. I had money taken from the account and when I called the lady said " have you ever purchased from them before or was this new and I said no I have purchased from them before but I did not make any new purchases '' and she said well then we can not put it under fraud. I said why not it is fraud and she said well no because you shopped with them before. 
Thats NOT even the point, the point is, I did not make a purchase therefore they took money fraudulently from the account. 
THEN there was a person who somehow got ahold of my debit card number and made a purchase at a store online that I never even heard of and when I called they made ME jump through HOOPS to prove I never heard of the store and I said well if you do NOT see any other purchases then yeah that means I never shopped there before and I even called the store and told them they took money from the wrong person. USBANK for some reason gave them back the XXXX dollars they gave me as a provisional credit and said " company refunded the money so we gave them back their money '' and I kept telling USBank..NO they did not refund any money and USBANK refused to give the money back to me.

USBANK seems to feel they can do whatever they want with peoples money. OUR statement can say we have ONE amount and their online statement says we have LESS and they just say " we will walk you through all the purchases so you can see that OUR numbers are right ''. Its an insult.

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