Consumer complaint received 2022-11-24
Company: U.S. BANCORP
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Monday, XX/XX/2022, My elderly mother and I went to XXXX. We went to the cashier to pay for our items. During that time, we starting hearing the commotion between the store clerks, that " they, XXXX '', were having problems with the credit/debit card machines My mother 's card was able to be processed with no problems, but unfortunately, my card did not go thru, but my mother was kind enough to pay for my items. I chalked this up to XXXX 's issue. Then, a couple of days later. on XX/XX/2022, I had to go back to XXXX, for some more items. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I went to pay for my items, and guess what happened? My card was once again declined. The cashiers ran my card thru many other check out stands, upon my insistence, because I knew that there was more than enough money on my card to cover my expenses. But my card was declined every time My mother again, paid for my items. much to my horror and embarrassment. Earlier in the day, I had tried to make another purchase online. That was my birth certificate thru the online Oregon XXXX XXXX XXXX. I was having some problems with the purchase, but I had thought that perhaps, it was due to the fact that I had just gone thru a divorce and that my paperwork had not been processed yet, so I sent them an email asking them if there was anything that I could do, to help with the situation. I was wanting my birth certificate, so I could get a star on my drivers license ( yes, I have my drivers license, ODL, but for ID only, not for driving ), so I could fly. I was starting a relationship with a gentleman and we were trying to plan a trip. Needless to say,, he thought that I was making up the problems I was having, He thought that I was making excuses, that I really didn't want to go, so he called the entire thing off -- the relationship and the trip ( XX/XX/2022 ). 

On Thursday, XX/XX/2022, I tried to XXXX my daughter {$10.00}. That is when I found out that it was my card that was the problem. I called up US Bank XXXX, and a gum smacking customer service rep, told me that my card had been suspended for fraud She had given me an amount that matched up to a couple of purchases previous to XX/XX/2022, and could not tell me the valid reason nor what had kicked off the " suspension fraud alert ''. I was also not notified of any " fraud alerts ''. I have the app on my phone -- if there is an alert, I will get it. 

I ended up calling administration, ( XX/XX/2022 ) XXXX, and XXXX XXXX, was my first at the administration level. She told me that there will be an investigation and that someone will be getting in contact with me soon. 

Someone finally got in contact with me XX/XX/2022 at XXXX pm XXXX. I was surrounded by family and did not have anything to write with, so I did not get her name. She called to let me know that me trying to buy my own Birth Certificate was fraud. And that it had kicked off their " automated fraud system ''. All she offered for a solution was " Oopps.. We're Sorry ''.. I have had fraudulent charges on my account before, their system did NOT pick it up, I did. I had to fight a long time for them to clear it up!!! The fought me to clear it up!! They let the charges go thru!!! So their argument of their fraud system is a complete and utter fabrication. 

They went thru my account, and chose what I could purchase, from my OWN state! I can't even buy my own birth certificate?? With my own money?? My only other option to get my birth certificate is to drive to our XXXX XXXX here in Oregon which is over an hour and XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX This is a debit card from MY checking account we are talking about NOT a credit card. This is MY money, NOT the banks money. 

I am XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. I have now suffered immense humiliation and embarrassment and have lost a relationship due to US Bank 's interference. I have documentation, text messages, emails, and phone logs to prove all my claims. 

This has been devastating to me... 

I included the last cold text message I got from XXXX. My phone and pc have all the information inside it, and I will gladly hand them both over. I can not find all the places where the information is stored. US Bank has ALL the information, ALL the transactions that were denied, for no valid reasons. I was never given a receipt from XXXX, I was too mortified to ask. You can call down to XXXX XXXX XXXX XXXX. I do not know if XXXX will cooperate, since he is in the entertainment industry, and this might bring unwanted attention. 

No bank should be able to tell someone where, what, when and who can purchase items with their own private money. I am an XXXX XXXX, born and raised, I have a right to purchase a copy of own birth certificate. 

This is discrimination, fraud, ID Theft. US Bank, had absolutely NO right to interfere in my life what so ever, let alone in this manner. I can not stress how devastated I am. It took me alot to trust someone.. I don't think I will ever try to date again, or ever try to have a relationship, that is how traumatic this has been.

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 explanation