Consumer complaint received 2022-09-27
Company: U.S. BANCORP
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
105 days ago, on XX/XX/2022, my XXXX and ID were stolen. I was concerned that the thieves would be able to access my U.S. Bank account on my phone. When I tried to log on to my U.S. Bank online account from my computer to check for fraudulent activity, I discovered my account had been hacked, and my password and contact information had been changed. Since I didnt have my XXXX for two-factor authorization to regain access to my accounts, U.S. Bank froze my online banking access, making it impossible to see exactly what was being withdrawn from or charged on my accounts. On XX/XX/XXXX, I called U.S. Bank to freeze my checking account and credit cards. On XX/XX/XXXX, I made a police report, put a freeze on all 3 credit agencies, then went to my U.S. Bank branch to file a complete fraud report. That's when I discovered that over {$6000.00} had been fraudulently withdrawn from my account via fraudulent " Teller Savings Withdrawals '' at 2 different U.S. Bank branches, multiple ATM withdrawals on the same day in different locations, and unauthorized XXXX transactions to recipients added to my account after my phone was stolen. That day at the branch, I immediately opened a new checking account and transferred my remaining balance for safe-keeping. The branch banker handed me a PDF of debits and charges on my ( now-closed ) checking account and credit cards. I was shocked to see how many transactions U.S. Bank had allowed to go through, even though the fraud was obvious. I highlighted each fraudulent transaction on the PDF, and they filed the report with their fraud department. I filled out a separate paper form to report fraudulent Teller Withdrawals, and the branch faxed it to their fraud department - however, in mid-XXXX, on one of my many calls to U.S. Banks Fraud Liaison Center, I was told that my fraud claim wasnt proceeding because one page of this paper claim form faxed by the branch was missing. I immediately went to the branch and had them re-fax the entire report. On XX/XX/XXXX, I called U.S. Banks Fraud Liaison Center to make sure all of the fraudulent transactions had been reported by the branch banker. At the recommendation of an XXXX XXXX, I also filed a security freeze with XXXX for all bank and personal data. I combed through my XXXX account and discovered a fraudulent account had been opened with XXXX XXXX and a new XXXX XXXX had been opened in my name. My XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX accounts had been hacked. I made phone calls to all banks, credit, and cash card companies to report and cancel these fraudulent accounts and reported the fraudulent accounts to all three credit agencies. From XXXX XXXX XXXX XXXX, I called U.S. Banks Fraud Liaison Center 23 times for a total of 321 minutes and made 7 calls for a total of 107 minutes to other U.S. Bank customer service numbers to find out the status of my fraud claim ( I have cellphone records to prove this ). In total to day, I have made 39 calls, talked to bank representatives for over 8 hours, visited my local branch to file fraud claims multiple times to file and follow up on my claim, and tweeted to U.S. Bank repeatedly regarding the fraud that occurred on my accounts over 100 days ago. To date, the bank has not restored the {$6600.00} in stolen funds or given me an update on why my fraud case is still ongoing.

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