Consumer complaint received 2021-01-29
Company: U.S. BANCORP
State: ND
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: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX I went to buy a coffee but when I went to my purse I noticed things in my wallet were gone. When I got to work, I went to my online account and found that I had only {$20.00} to my name. I immediately called US Bank to report the fraud situations which appeared to affect my entire online portal and the stolen cards. I filed numerous charges with them that day. The representative I visited with said it appeared that somebody had hacked my online account and transferring money between accounts and then using it for XXXX purchases. The debit cards that were missing were apparently used at XXXX to make several large purchases. I closed those accounts and opened new ones on XXXX XXXX. 

On XX/XX/XXXX I had called to check up on the status of the claims. At that time, I was told that they couldn't really find any information on what had been done with the XXXX claims and was also told that they " forgot '' to file a claim for a {$500.00} unauthorized XXXX transaction so they were going to file that claim on XX/XX/XXXX. 

On XX/XX/XXXX business days after I filed the claims, I still had not heard anything so I called back and spoke with XXXX. She was looking for notes in regards to the claims and said she was unable to locate notes and said she would submit a request to have a claims processor call me. Later that day, XXXX, a supervisor in the fraud department returned my call and was was trying to help me. He said the accounts were closed. I told him I had closed them back on XXXX XXXX when I realized my cards were missing. I told him my story and he said, " It is not right that you haven't heard anything or gotten any paperwork in the mail. This is not who we are. '' He then told me he will call me on Monday after he followed up. 

I called again on XXXX XXXX since I had not heard anything back. I talked to XXXX and was told that both of the XXXX transactions showed they were ongoing. I had already received payment and a letter stating that the {$350.00} transaction was approved. I received this documentation on XXXX XXXX, XXXX. I was also told there was no resolution shown for any of the card transactions at XXXX. The representative asked if I had received paperwork in the mail. Up until now, I have not received any information or paperwork from them at all. XXXX then transferred me to a lady who said I needed to call the Fraud Liaison Center. That is who I called when I spoke with XXXX and was who transferred me to her. She then put in a request to have a claims processor call me and said I should get a call back within 24-48 hours. 

On XXXX XXXX I called back to see what was going on. The person I spoke with said they will need to put in a new request to have a claims processor call me. I did happen to get a call back from XXXX who said she was a supervisor. She told me that something like this could happen at any merchant. I told her what had happened and that I was not sure how they were able to log into my account. It could have been through my work computer or home computer. After telling her what happened, she said she took down notes and was going to to to the case processor and tell them what happened and that since she talked to me I would not have to go through the process of filling out paperwork since the case had drug out this long already. She said she would just have the claims processor sign off and that I should have the money in my account today or tomorrow ( XXXX XXXX or XXXX ) but no later than Wednesday ( XXXX XXXX ). 

On XXXX XXXX, XXXX I called back to check on the status of the funds. The representative that I spoke with, XXXX, said the banker released funds for the fraud charges on one of my accounts but that there were no notes or anything about the other account or the {$500.00} XXXX transaction. XXXX then transferred me to XXXX, who apparently is a supervisor. She was able to see the claims, but no notes and not sure where these claims were in the claims process. She put in an escalated request to have a case processor call me and told me I should get a call back within 2 days. She was able to confirm what XXXX told me about not needing paperwork because she found those notes. She also said, " We should have sent out paperwork and the money should have been issued a long time ago. '' She also confirmed the transactions from the other card and said those funds were authorized to be released. I was then transferred to another person on the fraud team to see where we were in the process of the XXXX claim for {$500.00}. They told me the account used for that transaction needed to be closed. It was already closed back on XXXX XXXX. He said he couldn't find any notes on the claim and that he would send an email to have someone check on it and told me to call back tomorrow. I asked if I could speak to someone and he said he would try to get a claims processor online with us today. I was put on hold and then spoke with another person. From what I told him he said there were probably multiple things happening with fraud in my account ( which I already knew because I filed the claims ) said he couldn't see the claims in the system. He said that maybe the charges were not requested or not tagged and that maybe there was no claim set up yet. I informed him there was but nobody seemed to be helping me with it. He was going to forward a message to a supervisor but told me it would not be the same supervisors that had previously helped me. It could be any supervisor. 

I called back on XXXX XXXX, XXXX ( 21 business days after claim was filed ) and spoke with XXXX. He said he was unable to see any transactions on my debit cards but was able to see the XXXX transaction. He told me to call back tomorrow as there was no update yet. I then spoke with XXXX, who was looking at my notes from yesterday and said a case processor should have already called back. She said she couldn't find the claim. I asked her to continue to look and she then said she found it. She told me that the last update she saw on their end was from XXXX XXXX from a claims processor which stated they would send the request to a claims processor manager. She didn't see any notes about the previous phone calls made in XXXX XXXX. She said the notes were very unclear. As she kept scrolling she then said she was able to see some notes from XXXX XXXX and XXXX and said she submitted notes about our conversation that day. 

On XX/XX/XXXX I called to check on the {$500.00} XXXX transaction. I visited with XXXX first. She said that I should hear something by the end of the day tomorrow ( XXXX XXXX ) in regards to this transaction. I then was sent to visit with XXXX who said she was reaching out to XXXX. XXXX was on her lunch break so they had me leave a voicemail with her. She did call me back and asked if I had a Case ID number. I informed her that I was never given a Case ID number and nobody had mentioned anything to me about one until now. She then transferred me to the PIN department because she said it looked like some of the transactions were made from an ATM. I am not sure how a XXXX  or XXXX transaction can be made from an ATM, but I was then sent to talk to XXXX. XXXX said she would get in contact with the claims processor working on my case but she was able to verify the five charges between the two cards. She tried to apologize for the " mess '' that has been ongoing with these claims. When I checked my new account, I noticed I did receive funds in my account today. for the XXXX transactions ( one credit for {$1100.00} and one for {$1900.00}. ) On XXXX XXXX, XXXX I received a letter in the mail stating that the XXXX transaction for {$500.00} was denied. The letter said the transaction posted as requested, therefore denying my claim. I did NOT request this, but obviously if somebody got my information, they could have requested it making it look like it was me! I called to see what other information they could tell me because the letter gave a number to call for more inquiry. I was told that it " appeared '' I made the transaction ( which I did not ) but they couldn't confirm that so it was denied. 

Life went on as normal for a few days until I got two letters in the mail on XX/XX/XXXX. The letters said that my XXXX transactions were being denied because it appeared those transactions had been authorized. Again, I did not make those transactions and would not be calling every day or every few days to check in on things if I had in fact authorized those transaction. Why would somebody go through all of this trouble and unprofessional and unorganized customer service for something they did? I called the number on the letter and asked to request a copy of the information they used to deny my claims. I was denied that information and told they couldn't release that to me. The letter stated they would be reversing my credits for {$1100.00} and {$1900.00} on XXXX XXXX, XXXX. 

I called back again on XX/XX/XXXX to see if I could get a copy and was transferred to four different people everybody claimed they couldn't help me. Finally the last person I spoke with said, " I am not able to pull anything up in regards to those transactions. '' Where they ATM transactions. '' I told her they were XXXX transactions that were made using my card. She then eventually found the claims and told me they were denied due to inconsistent transactions and said I had a history with the merchant. Of course, I shop at XXXX, but that does NOT mean I authorized those transactions! If somebody stole may card and I live in XXXX, ND, there is a chance that they took the card to XXXX in XXXX, ND and used it! The final person I spoke with said they would put in a request for a claims processor to call me back within 48 house and stated that the claims processor can reopen the case. 

I had not heard anything or gotten a call back or voicemail so I called back on XXXX XXXX, XXXX. I initially spoke with XXXX and requested to talk with a claims processor. She transferred me to XXXX, a supervisor. All he did was tell me that the case processor can re-open the case and he will put in yet ANOTHER request for them to call me. I asked if he could put in a request for me to be called between XXXX CST and after XXXX as I am a XXXX  and it is hard to answer my phone between those hours. He said he would request that they call me tomorrow between those times as they were gone for the day. 

On the morning of XXXX XXXX at XXXXXXXX XXXX  I called back as i ONCE AGAIN have not heard anything back from the bank. XXXX answered and when i asked him if I could speak to a claims processor, he rudely said, " I can't help you. '' I called back at XXXX XXXX as this was the time I was told that a claims processor gets to work and talked with XXXX. She ONCE AGAIN put in another request for a claims processor to call me back. I told her that I had done some research and know about the Electronic Funds Transfer Act which states that if I file the claims between 3 and 60, I could be liable for up to {$500.00} of the fraud. She then transferred me to XXXX, a supervisor, who apologized for the month and a half long fiasco. He said no claims processor can take a direct call. We can only request to have them call me back. I informed him that I had numerous requests put in already and have not gotten a call back or received a voicemail. I told him that my cards were lost or stolen, and did have the PIN on the back. He put in another request and we ended the call. 

After work on XXXX XXXX, I called again as I am getting extremely frustrated with the lack of professionalism and lack of using a bank that does not back up their customer nor provide world class customer service like their voice prompt says. This was XXXXXXXX XXXX  when I talked to XXXX ( unsure of spelling ) At first, like many others I spoke with, she said she couldn't find the claims. She then asked if I knew if they were filed manually. She then says, " this was filed earlier this year? '' I then told her that I had filed them back on XXXX XXXX, XXXX. She eventually found the claims and said there were 3 requests put in for a claims processor to call me back and said it was unfortunate that none of those had been followed through on. She said she was going to put in a request for an expediated callback and said I should be receiving one tomorrow XXXX XX/XX/XXXX ). She even included the times I am available for receiving a call. This is where we are at as of now. 

I will be continuing to call US Bank to check in on the appeal process and will follow up with this complaint as well. 

The following is a list of unauthorized transactions : {$600.00} on XX/XX/XXXX at XXXX {$500.00} on XX/XX/XXXX at XXXX {$900.00} on XX/XX/XXXX at XXXX {$74.00} on XXXX XXXX at XXXX {$1000.00} on XX/XX/XXXX at XXXX {$500.00} XXXX transaction on XX/XX/XXXX to XXXX XXXXI don't even know a XXXX XXXX ! 

Questions I would like answered : Don't you, as a federal bank have insurance for such circumstances? 
Why would you deny a claim if you have no evidence that I in fact made the transactions? If a card is stolen, there is a great chance that whoever has the card used it, which made it look like it was me. 

I always thought that as a bank, you would " back '' your customers and fight for them. My experience has been completely the opposite! I have had XXXX support. In fact, nobody seems to know what is going on, the notes that you do have in the system were not even correct because nobody contacted me and no paperwork was sent in regards to what happened with these transactions. And you feel you can take that money back from me? I will be switching banks and doing what I can to get my money back. I have also filed numerous complaints against US Bank for the lack of following through and lack of professionalism. 

Do you go back and check the transaction history? If so, you would see that I have NEVER made such large purchases at XXXX. Wouldn't that be a piece of evidence to show I did NOT make those purchases. 

Does your fraud department not alert customers when they see something suspicious? 
Why was I never notified when a XXXX account was opened on my account. Isn't a fraud department supposed to help customers by alerted them when something suspicious happens so you can prevent more fraud from occurring? I was never notified of anything. 

In visiting with people that bank at other locations that have had fraud occur, I have found that their situation was handled very differently. They never were questioned about what happened. As soon as they were notified of suspicious or reported it, they received their funds immediately and the money was never taken back. Those banks fought for the customer. I can not say the same for US Bank. 

Again, I am not sure who has my card, but I do know that I would not go through the hassle of closing my accounts and open new ones and switch over direct deposit, automatic payments, etc ... if I had made those transactions. I am aware that I do have some right under the Electronic Funds Transfer Act. 

Do you not have a " team '' of people that are dedicated to handle each person 's claim? I have been tossed around to so many people and nobody knows what is going on. Dedicating a Team of employees would very much help your department run much smoother. Your commit to customers and professionalism is very disappointing. 
I am appealing your denial of the above-mentioned claims. I do expect that this will be handled correctly due to the lack of follow through and knowledge through your fraud department. I expect those funds to be deposited into my account promptly.

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