Consumer complaint received 2017-10-03
Company: U.S. BANK NATIONAL ASSOCIATION - SAN FRANCISCO MAIN BRANCH
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I lost my debit card approximately around XXXX through XXXX XXXX based on the last day i had it in my posession for sure. During XXXX XXXX and XXXX XXXX, My debit card was used several times more than XXXX miles away in Texas to charge over XXXX dollar of merchandise. Upon noticing the unauthorized transaction when i was checking my account online, i contacted my bank to report my card lost and stolen. The person on the other line made mistake and wrote that i had my card in my possession which was not true in fact I stated i dont have my card and that when i knew my card was stolen or lost and used by theives. XXXX weeks later i got a letter from claims dept that they denied my request because i stated the card was in my possession and the chip card are hard to clone so based on the false info that i had the card in my possession they denied my claim. I spoke over the next XXXX weeks with several member of claims dept telling them that first i never stated i had the card in my possession. from the letter that was the main reason for the denial. I was suppose to hear back from XXXX who were going to listen to the conversation i had when i first reported my card lost and stolen. Nothing happend with claims dept as they never bother to look into this huge error. I was told lie multiple times that someone from claims dept will look into this. A month later at beginning of XXXX, i contacted the corporate office of union bank to find someone to report my complaint against the claim dept and the lack of response from anyone from the bank. After a week, i was finally able to speak with someone that handle consumer complaint. They got access to the first phone call and agreed with what i had said about not having the card in my possession. They said the person made a mistake and they would fix it and reopen the claim so i can get my money back for the unauthorized fraud transaction. The case was sent to the office of the president because the claims dept still refuse to do anything with the denial case and now had a different reason to the denial. It appears they like to change their reason as new evidence surface about their lack of honesty, mistake and anything else that surfaces. The office of the president look at the denial letter which clearly states the reason for the denial based on false statement from the person that i spoke with. THey look at the tape of my conversation with XXXX or XXXX member of claims dept who promise me to look into the matter but never bother doing anything and never bother to call me as they promise about the claim. Someone at the claim dept are trying to cover their mistake by false and misleading statement because admitting to their error is worse with everything they have done to waste my time. I want my money they took from my account for those unauthorized transaction someone made on my debit card. THe bank is XXXX 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