Consumer complaint received 2022-09-06
Company: U.S. BANCORP
State: WA
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:
I received a phone call from US Bank - XXXX, stating that they have identified some type of fraud on my account. The lady whom I spoke to XXXX, asked me to provide sensitive information through the phone to confirm my identity. I did, prompted that the caller ID showed up as US Bank, and the lady had information regarding my account. While speaking to XXXX, she told me that there was a different phone number listed as the primary phone number on my account, XXXX, after asking me if that phone number belonged to me, I stated no, and then she proceeded to run transactions by me. All of which I stated were not me. US Bank proceeded to call me on the XXXX of the month. Telling me they are building a case, and have located who exactly was conducting fraud on my account. They then told me that they would provide me a synapsis of my fraud case via email, and that the money would be refunded to me. That following saturday, XXXX, I went into the XXXX XXXX Location in XXXX WA XXXX and met with XXXX XXXX a banker to check my balance. I then found out there was close to XXXX missing from my balance. Once XXXX told me there was this much money missing, I told him that cant be and that the bank has been calling me for a week explaining what is going on. He called over to the fraud department and there was no history of any fraud reporting whatsoever on my account. XXXX helped me file an actual fraud claim on my account, and told me I would be getting a phone call to go over what exactly happened. I received a call from US Bank, on the XXXX telling me that they are removing the fraudulent phone number, XXXX, and that my claim was being processed for approval, given they have had multiple similar claims since XXXX of 2022. I was relieved. However, XXXX, I receive a call from a lady name XXXX, who told me that my claim had been declined, because the purchases that were made totaling close to XXXX, were approved via Text Message. I tried telling her that I hadnt approved anything, and that there was a different phone number listed on my account. However she dismissed me, telling me to send a letter to their XXXX XXXX with a complaint. I went back into US Bank XXXX to speak with the manager at the XXXX XXXX XXXX, and she called over to the Fraud department with me. She told them what was going on, and that I had a different phone number listed, and they told her they would look back into the fraud claim. Today, XXXX I received a call back from XXXX, XXXX, asking me why I requested to speak to her again, because on their end the transactions were approved via text. But they are failing to realize, it was not my phone number that was listed on the account in the first place. I never even conducted online transaction verification until XXXX when XXXX told me it was a good way to track what was going in and out of my accounts. I am a semi truck driver, my wife is a cook. We are both in our XXXX 's and have been clients of US Bank for decades. If you look at our account history, we have never spent that much money in a period of 3 days, nor have we ever invested money online. We dont believe we are being heard out by the fraud department at US Bank XXXX We have records of text messages, call logs, and notes that I took when on the phone with them, but they are still declining to refund us our hard-earned money

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