Consumer complaint received 2021-08-02
Company: U.S. BANCORP
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
To Whom It May Concern : I am writing this letter to formally dispute US Banks reversal of the provisional credits issued for two fraudulent charges to my US Bank credit card ( acct # ending XXXX ). Please see the timeline below for relevant background and charge details. 

I, XXXX XXXX, am the account owner of this credit card, and have been a longstanding US Bank customer. Please note, I do not regularly use this card. See EXHIBIT A for all XXXX statements demonstrating this ( exhibits are attached to my CFPB complaint ). BUT FOR the fraudulent charges attempted on XX/XX/XXXX, the card has NOT been used at all during the XXXX calendar year thus far. Likewise, I

have never had one late payment and in fact auto payments are made each month. To safeguard against fraud, I have enacted ( turned on ) fraud alerts made available by US Bank, including email alerts when a charge is made at a gas
station and when any purchase is made for that matter. 

On XX/XX/XXXX, I received numerous emails from US Bank, stating that my card ending in XXXX was used at various pawn shops and a gas station. See EXHIBIT B for email alerts received. Given I never use this card and I have never been to a pawn shop in my entire life, I immediately knew these were fraudulent charges. Upon seeing these email alerts ( and ON THE SAME DAY, XX/XX/XXXX ), I immediately called US Bank to report the fraud. See email from US Bank in EXHIBIT C, clearly stating that they received my fraud report on XX/XX/XXXX, the same day the fraudulent transactions were made ( fraud claim # XXXX ). Below are the 5 fraudulent transactions attempted on XX/XX/XXXX and reported by me on the same day. This information is also contained in the XX/XX/XXXX statement ( enclosed in EXHIBIT A ). 


Trans Date / Transaction Description / Amount / Date Fraud Reported by Me / Results of US Bank Fraud Investigation Trx # 1 : XX/XX/XXXX XXXX XXXX, XXXX MI {$950.00} XX/XX/XXXX Found to be AUTHORIZED, provisional credit reversed. XXXX XX/XX/XXXX stmt. 

Trx # 2 : XX/XX/XXXX XXXX XXXX XXXX XXXX, XXXX MI {$940.00} XX/XX/XXXX Found to be FRAUD ; provisional credit remains. 

Trx # 3 : XX/XX/XXXX XXXX XXXX, XXXX MI {$840.00} XX/XX/XXXX Found to be FRAUD ; provisional credit remains. 

Trx # 4 : XX/XX/XXXX XXXX XXXX, XXXX MI {$840.00} XX/XX/XXXX Found to be AUTHORIZED, provisional credit reversed. XXXX XX/XX/XXXX stmt. 

Trx # 5 : XX/XX/XXXX XXXX  XXXX XXXX  XXXX MI {$3.00} XX/XX/XXXX Found to be FRAUD ; provisional credit remains. 

The above details are corroborated by the XX/XX/XXXX statement enclosed in EXHIBIT A, which sets forth the Transaction Date, Transaction Description, and Amount. 

US Bank appropriately issued provisional credits for all 5 fraudulent transactions and began their fraud investigation. Throughout the process, they emailed me providing updates on the status of their investigation. See emails in EXHIBIT C. 

I have received several hardcopy letters in the mail from US Bank, stating that three ( 3 ) of the five ( 5 ) transactions were deemed to be fraudulent and therefore the provisional credits issued would remain. 

However, on XX/XX/XXXX, much to my surprise, I received a letter in the mail from US Bank, stating that two ( 2 ) of the larger transactions made on XX/XX/XXXX at two pawn shops were deemed to be authorized and as a result the provisional credits would be reversed. See charges highlighted in yellow in the table above. The XX/XX/XXXX statement demonstrates the reversal of the provisional credits for these two charges ( see stmt in Exhibit A ). The letter received me on XX/XX/XXXX, provided no explanation as to why they were reversed or US Banks basis for concluding they were authorized and not fraud. Immediately, I picked up the phone and called the US Bank Fraud Department ( call made on Friday, XX/XX/XXXX, at approximately XXXX EST ) and received no further explanation from the initial representative I spoke with. I then asked to speak with a supervisor, who advised me that a representative familiar with my fraud case would call me back within 48 hours to explain the process for appealing US Banks fraud conclusion as to these two charges. However, to date, I have never received a call. Nor did US Bank provide an explanation of how to appeal their finding. 

US Bank provided no basis for conclusion that 3 of the 5 transactions attempted on XX/XX/XXXX were fraud ( including 2 made at pawn shops ) and more importantly why 2 of the transactions were deemed to be authorized ( which were also made at pawn shops ). This conclusion belies logic. Of the fraud I reported timely on XX/XX/XXXX, how can one of the charges at XXXX XXXX be deemed authorized and the other at the same vendor be deemed fraud? This makes zero sense. I can get no further information from US Bank despite my calls and a formal letter w/ exhibits mailed to their fraud dept ( which was also sent via email and fax ).

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