Consumer complaint received 2021-06-03
Company: U.S. BANCORP
State: MO
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On the afternoon of XXXX XXXX, I was scammed by someone impersonating XXXX Computer. I opened my XXXX laptop to make an online order. On the screen was the message Security Alert that said it was from XXXX. It also said that leaving the page could damage my computer and it had a Help number to call. Not sure what was going on, I called the number and the person told me someone was trying to hack into my computer and my accounts. To fix this the woman said to type in the address bar teamviewer, which permitted her to see my screen and control the cursor. When I did that, she told me I needed to log into my bank account because someone was trying to get into my account. Once she gained access to my account, she activated the XXXX money transfer application, which only requires a cell number that she had from my call. She told me to write down the following information : her name and XXXX I.D . number, XXXX XXXX, XXXX, her extension number, XXXX ; the names XXXX XXXX and XXXX XXXX and an email, XXXX. While I was writing this information down, she activated the XXXX money transfer application and started taking money out of my account. As soon as this occurred, the bank logged me out of the account. She then told me she could connect me with the bank so I could log back in. When she connected me to the bank, the bank agent said they logged me out of the account because of this suspicious activity and asked me if I had received a call from XXXX, XXXX or anyone. I said no. The bank agent then asked me if I authorized any money transfers. I said no and and I do not use any type of money transfer system. I was immediately disconnected from the bank agent because the scammer was listening to our conversation. After this had taken place, I received two text messages from XXXX Refund Department thanking me for using XXXX Security and that the money would be refunded into my account within 24 hours. Seeing this, I knew I had been scammed. The scammer had control of the cursor and that phone conversation between me and the bank agent. 

Later that evening, I finally got to talk to a bank agent named XXXX about the situation. I told him what happened and followed his instructions to immediately file a fraud claim with the bank, change our account and credit card numbers, passwords, etc. I also gave the information to the local police, the FTC, and called XXXX  for a fraud alert. 

Approximately two weeks later I received call from a bank agent from the main branch in XXXX, MO. The agent said she had some questions about what happened and I told her what happened and that I did not authorize any money transfers. The scammers did all that. 

On XX/XX/XXXX, I received two letters from the XXXX XXXX Digital Claim Services dated XX/XX/2021, that said During our investigation, we determined the transaction posted as requested ; therefore, your claim has been denied. Then letter also said if I wanted copies of the documentation they used in their investigation or needed additional assistance to call XXXX, which I did. 

I asked the first agent I talked with to explain the phrase we determined the transaction posted as requested, because I did not make or request any money transfer but that the scammers did that. She merely reiterated that the claims had been denied and then said she needed to transfer me to someone else. This next agent said she was with the card department and said I needed the fraud department, which I thought I called the first time. I talked to this third agent about what happened and told her I thought it was wrong that I was denied because of how it happened. I indicated to her that I was going to file a complaint and asked for their investigation documentation, which she said she would send it out. That was twenty-five days ago and I have received nothing. 

I did not make, nor authorize, these transactions, but, the XXXX XXXX Digital Claim Services is blaming me for being scammed. And, they ignored my request for the documentation. 

The message said it was from XXXX and I have XXXX computers. So, I did not think too much of that. I was duped into believing it was XXXX.

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