Consumer complaint received 2020-07-30
Company: U.S. BANCORP
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My entire wallet, including all credit and debit cards and my drivers license were stolen out of my office at work on the morning of Tuesday, XX/XX/2020, while I was on the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX As soon as I received cell phone alerts that there was concern for fraudulent activity on my account from US Bank, I immediately returned to my office to find my entire wallet missing. More charges continued to come in. 
I immediately reported the theft to my campus security officer and called US Bank and XXXX  XXXX XXXX XXXX all personal accounts I had at both banks showed multiple credit and debit accounts with fraudulent activity ) that day and spoke with one of US Bank 's representatives to make the above claim as well as regarding debit card activity. At that time US Bank rep made me aware of the fraudulent charges named in a report made with the XXXX Police  Bureau and FTC ID theft report, made on the morning of XX/XX/2020. The amounts included in the police report were based on the amounts given to me by US Bank representative as they had not yet posted to my account online. I actually worked to transition the bulk of my direct deposits and bill pays from XXXX  XXXX XXXX to US Bank because of how helpful and dedicated US Bank representatives were initially. 
I then complied with everything US Bank investigators asked me to do, including faxing the police and ID theft reports to the US Bank Fraud Department on XX/XX/2020. I only received communication that the claim was under review until the week of XX/XX/2020 when I noticed that {$1800.00} and {$2400.00} XXXX the latter amount of which was not even included in my original call with your representative ) were taken back out of the above account. I called on Friday the XXXX to ask for explanation and was told that my case Processor XXXX would call me back. When I did not receive a called from XXXX, I called the fraud department again on Monday the XXXX and was told that a police report was never received. I refaxed both reports on Tuesday XX/XX/2020 and called to confirm that the fax was received. I spoke with XXXX who confirmed that the fax was received. At that time, I expressed additional concern about the handling of this case. XXXX stated that she would have XXXX manager, XXXX, call me back. 
I received a call from XXXX, not XXXX, on the morning of XX/XX/2020. XXXX stated that he would not change the ruling as both the bank card and ID were used at a teller to make the cash advances. I explained to him that my ID was stolen along with my card and he stated that information did not matter as the transaction was made with a teller. I explained to XXXX that during the time of the theft my county, where this took place, was still under a Stay at Home order from the governor of Oregon as a result of COVID-19 ( see XXXX XXXX   XXXX ). At the time of the theft, nearly all bank transactions were made with drive-through tellers ( most branches were closed ) and masks were required for any business transactions indoors. With drive-through tellers and masks, a mistaken identity would have been understandable. According to XXXX, he would also not take this into consideration, stating that the signature on the advance requests seemed to match mine on the fraud claim. Again, this thief had possession of my drivers license that had my signature on it, making it incredibly easy to forge! 
My cards AND my drivers license ( which featured my signature ) were not in my possession. In fact, as documented in the addendum to the police report, the entire wallet was mailed back to me by a local business who found the wallet and contents soaking wet on their grounds weeks later ( I have kept the wallet, envelope it was mailed in and letter from the establishment. ) Furthermore, there were numerous other fraudulent charges, withdrawals made on XX/XX/2020 with my US Bank accounts and XXXX  XXXX XXXX accounts, which XXXX also stated he would not consider because of the signature in question. 
It was my understanding that none of this was considered on the ruling made by XXXX and supported by XXXX and was told the only option left was to appeal via fax or mail to the Office of the President at US  Bank.

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