Consumer complaint received 2019-02-20
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
It started in XXXX to keep it short I wanted to spend XXXX or XXXX dollars on gas, i pull out the nozzle to which the price kept going up and eventually gas shot on the floor, the management did nothing and took a day to clear of the station so nobody uses it which is dangerous but i tell that to the bank and file a claim. they take a month and then i discover in XXXX they deny it, i call them and re-file the claim asking why they didn't take my photo evidence i told them about during the first claim around late XXXX and the 2nd claim they did not ask for photo evidence, i called many times and during those like four calls i got told that i needed to speak to the " pin-claim '' department which i found out later doesn't exist but during those calls i got transferred to this pin claim department and still don't know what that means or where i was transferred to during those phone calls in XXXX but eventually on my 5th call to this issue i complained this is ridiculous nobody knows whats going on and i got transferred to at request to the 2nd person in charge of the fraud department over in either the New York or Minnesota area based on them saying it was 5 their time and work was over but i got transferred to them and after giving them XXXX over not asking or taking my evidence multiple times of telling them to the guy who was 2nd in charge told me he would handle the claim even though you could tell he cared less and make sure everything was properly filed and where to fax the evidence to which i did and call a couple days later to make sure they got it and they did. comes early XXXX i hear nothing nor see a credit or refund of the two overdrafts fee i had gotten because they took back the first credit from XXXX so i list the remaining balance of my account and got overdraft fees all because they didn't take my evidence and sided with the merchant but during my sixth call which was last week speaking to customer support and going straight to management I had found they told me they have no idea of what a pin claim is nor does that department exist which is brilliant but then go on to tell me the 2nd filed claim doesn't exist, its written it exists in their notes for quick review for people to rad to help assist customers faster but in the claim itself doesn't exist so the management said they would file it for sure and try to expedite the process for already it not being existed and the time waiting for it this also means that person 2nd in charge of the fraud department lied to me and I challenged the management on the sixth call currently speaking and they just kept saying they were sorry and ho explanation on this could happen or someone so high up lied to a consumer and that they couldn't promise that the form for the now real 2nd claim would be sped up if they requested as they aren't in charge of that and there is no form of complaint for these types of situations as well and now today as I write this I am calling a seventh time and am on hold to find out what is currently going on and the result is ... .... the claim is actually filed manager for customer support when i asked its not just the quick read logs ( which originally said the 2nd claim existed but looking for the second claim it turns out did not ) said they looked at it and the claim itself in full report exists and now I just wait for it to be approved for the credit and overdraft fess to be returned however they lied to me as a consumer multiple times. I am considering legal action.

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