Consumer complaint received 2015-04-24
Company: U.S. BANCORP
State: WA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
This is in regards to my XXXX XXXX XXXX XXXX Account. 
RE : XXXX XXXX : ****************Back in XX/XX/XXXX, I lost my wallet and a few days after the loss, I logged onto my college card account and noticed several charges that had been made including ATM withdrawal transactions. Immediately I contacted the bank and had them cancel the card, and filed a dispute with there fraud department. I completed the dispute claim forms and faxed them right away. About a week later, the bank had reimbursed me for the lost funds, Approx. {$1800.00}. As time went on, I never heard back from the bank, and so I figured they had closed the complaint. 
On XX/XX/XXXX, I got an email from my college telling me that my financial aid funds had been deposited into my account. When I went to order some books for XXXX quarter and the transaction was denied, I drove back home and logged onto my account to see the balance. I noticed it said I had a balance of {$850.00} and so I did n't understand why my transaction was being denied. I contacted customer service, and that 's when I was informed that my disputed claims had been denied and the temporary credits reversed, causing my account to overdraft approx. {$1800.00}. No letter of any sort was mailed to me informing me that my claims had in fact been denied. I was told that decision was made back on XX/XX/XXXX. 
I was denied disputed transaction claims on the grounds that there was a " pattern of use '', therefore denying me of any refund for the lost funds. This denial is severely effecting me from being able to participate in my XXXX Quarter studies, because I ca n't even purchase the books needed in order to fully participate in those classes. The following are the reference numbers and amounts in dispute : Reference Number : XXXX of Claim : $ XXXX Number : XXXX of Claim : $ XXXX Number : XXXX of Claim : $ XXXX Number : XXXX of Claim : $ XXXX Number : XXXX of Claim : $ XXXX Number : XXXX of Claim : $ XXXX of these claims was not justified and I am appealing the denial. Had there been a proper and full investigation into this matter, the outcome of the investigation would have ruled in my favor. And unless I am being accused of committing fraud, there should be no reason to deny me of my disputed claims. 
When viewing the " FAQ '' page on the online card account website, the only information given for lost and stolen cards is the following " FAQ '' : What happens if my XXXX Card is lost or stolen? 
Immediately report a lost or stolen card by calling Cardholder Services at XXXX. As long as the missing card is reported immediately, you will not be responsible for any unauthorized charges. 
I have spoken to my local police and was told that because these transactions took place outside of their jurisdiction, there is not much they can do in terms of investigating these theft charges. I was advised to contact the department in the cities and or counties in which these crimes happened. XXXX of the cities I personally have never even heard of. 
It is to my understanding that in order to obtain copies of the ATM videos that most of these transactions took place, I would be required to submit subpoena, which means I would most likely need to file suit first. Though this is the absolute most extreme outcome, I am fully prepared to do so. 
In my opinion, they have failed in there obligation to conduct a full and proper investigation and adequate service. Furthermore, I feel they are not honoring there written terms and conditions provided on the cardholder website where my account is held. 
They never informed me of any decision, they refuse to reimburse me my financial aid funds, and they did not follow procedure that 's

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation