Consumer complaint received 2016-09-22
Company: U.S. BANCORP
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
Complaint against US Bank ( US Bancorp ). Had a mysterious charge by XXXX XXXX against my checking acct ( on XXXX XXXX, 2016 ), bringing my account to the negative. The charge was on a card that was reported lost 3 months ago but it transferred to my current card/checking acct. Called customer svc. and the rep assumed that I was at fault and would n't allow me to submit a fraud claim. Only allowed for a dispute. Told me that even when a new card is issued, charges on old card number will transfer to my new card. Called a second customer service rep and she revealed to me that US Bank had made some sort of accounting error related to a dispute that I had with XXXX. But that the charge should n't have happened. She said that they would fix it within 3 business days. Yet nothing happened. 

So on XXXX XXXX, 2016, I went into a branch for help. It is US Bank located at XXXX XXXX XXXX XXXX CA XXXX. I went to the teller to explain my situation. XXXX XXXX was the person that I was seeking help from and after explaining the situation, she questioned me and her attitude was indicative of the assumption that I was responsible for the charge as opposed to fraud or an error on US Banks part. I was understandably frustrated and in talking, she made a hand signal of her fingers coming together to communicate that I shut up. I became more frustrated and questioned why she did that. She ignored the question and in the interest of resolving the situation, I let it go. We sat down and she looked up my account, looking more puzzled as time went by. She told me that a fraud claim is all that she could do. I asked her about the notes in my account from the XXXX representatives that I had talked to on the phone and they both didnt reflect what we had discussed. Instead the notes indicated that there was fraud, not that an accounting error was made on US Banks part and how it should be resolved. 

So as XXXX proceeded to type in the notes, I asked her to put in the fact that this charge was made on a card that had been found lost 3 months ago. She raises her voice and says to me " I am not going to write what you tell me to write! '' I pointed out how the last customer service rep did n't write accurate notes that reflects what she discovered regarding this incident. XXXX then tells me that I will have to leave. She also said that if I do n't leave that she would call the police. I told her that it is her job to help me and file the fraudulent charge claim but she repeated that she will call the police. At this point, a lady, whom I believe may have been the branch manager came over and told me that I would have to leave. She and a male banker escorted me out the door. I sat in my car in the parking lot in shock and then saw XXXX police patrol cars drive into the parking lot. They eventually came to me car as I was calling into US Bank Customer Service and questioned the incident. I told them that it is a non issue at this point and I had not threatened the banker and just want to go. Eventually they allowed me to leave. 

It is also shocking how the situation has not been resolved after a week. I was made to feel helpless and cant help but think that US Bank would put a charge onto a customers account even though it was n't the customers doing. Or allow for a fraudulent charge to occur on a card that no longer exists and forward the charge to a current account. I ask that this situation to be given appropriate attention so that it does n't happen to other people.

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