Consumer complaint received 2021-07-26
Company: U.S. BANCORP
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Date : XX/XX/2021 To : Consumer Financial Protection Bureau From : XXXX XXXX Re : Reply with the information you requested in your XX/XX/2021 My US Bank checking account XXXX was hacked in the amount of {$480.00} on XX/XX/2021. US Bank has refused to replenish my account in the amount of {$480.00}. They claim the reason they will not reimburse me is due to the fact that I allowed a person who called me later in the day, XX/XX/2021, and said my account at US Bank had been hacked and he wanted to help me get my money back. Then I allowed him access to my account and after several minutes I indicated I had to go so he said call me the next day to continue his efforts. I never did talk with him again. See detailed sequence of events below. 
Person that called me The person that called me in the afternoon on XX/XX/2021 at XXXXXXXX XXXX  after the money had been withdrawn, said his name was XXXX XXXX who was a Level 3 Technician at XXXX. He indicated his XXXX ID was XXXX and his phone number was XXXX. He indicated the XXXX Case # was : XXXX. I confirmed the date and time of this call with my provider, XXXX XXXX XXXX. 
I never did call this person back because US Bank thought my account was hacked by him. The later facts will not support that as the funds in the amount of {$480.00} at US Bank were removed from my account in the morning as confirmed by US Bank ( See Exhibit 3 ) See further information below in Sequence of events below. 
I later learned my account at XXXX XXXX ( # XXXX ) was attempted to be hacked for {$480.00}. As it turned out XXXX XXXX caught it and no money left my XXXX XXXX account. ( See Exhibit 5 dated XX/XX/2021 where they state we were able to prevent the transaction below from posting to your account ). Why didnt US Bank catch this hack to my account? 
The sequence of events on XX/XX/2021 are as follows and are critical in attempting to establish who and at what time my account was hacked. The money had been withdrawn before I allowed XXXX XXXX access to my checking account at XXXX XXXX. on XX/XX/2021. Refer to Exhibit 3 and specifically the time of day. 
Sequence of events on the hacking of my checking account at XXXX Bank XXXX XXXX : XXXX XXXX XXXXXXXX Received a notice through my email that my email was enrolled with XXXX at US Bank. I didnt even know what XXXX was. I didnt see this email when it first came into my computer. 
Your company needs to investigate the following : 1. Who is responsible at US Bank for allowing an enrollment of my account in XXXX without my authorization? 
2. What is the process and security measurements taken by US Bank upon enrollment in XXXX? 
3. Where did this individual get my username and password to get into my account?

4. Doesnt the bank have to confirm that the individual is who he says he is?

5. Does the bank have to get a signature or other form of proof to confirm this enrollment? 
6. Is there insurance available from XXXX for this type of loss by a depositor at US Bank? 
Exhibit 2 : XXXXXXXX XXXX  XXXX Received a Thank you from US Bank for enrolling with XXXX at US Bank. I did not see this email when it came into my computer. 
Exhibit 3 : XXXX AM 6XXXX Received an Email from US Bank that a payment of {$480.00} to XXXX XXXX had been deposited. I did not see this email when it first came into my computer. Note the time as this is 1 hours prior to XXXX XXXX logging into my computer. 
Exhibit 4 : XXXXXXXX XXXX  XXXX Received an Email from US Bank that I added a contact in my apparent XXXX recipient list. I did not see this email when it came into my computer. I do not have or ever have had a XXXX recipient list. 

I called US Bank on the afternoon of XX/XX/2021 about my account at US Bank being hacked and in one case it had been transferred out and in another case it had not been transferred out. As it turned out the {$480.00} had been transferred out. However, it took until XX/XX/2021 to close the account by me and a new account was established. See Exhibit 6. 
Conclusion US Bank did not catch the fact that a XXXX account was set up on my account in the morning of XX/XX/XXXX and that someone hacked into my account and sent {$480.00} to a XXXX XXXX on XX/XX/2021. The fact is the money was sent the morning of XX/XX/2021 at XXXX to a XXXX XXXX ( see Exhibit 3 ) and the call I received from XXXX XXXX was not until XXXX on XX/XX/2021. 
US Bank is unwilling to reimburse me for the {$480.00} that was sent to XXXX XXXX the morning of XX/XX/2021. Their reason is that I let XXXX XXXX on to my account that afternoon when the hack to my checking account had already happened. 
Where are the security protocols by the bank to prevent this? 
I am not happy about this as the facts do not support the idea that because I allowed XXXX XXXX on to my account was the reason my account was hacked. The facts do not support this. 
Also, how could XXXX XXXX catch this event before it happened, and no money was sent out of the XXXX XXXX account and US Bank did not catch this hack. 
My contact at US Bank is XXXX XXXX in the Wealth Management area at the US Bank located at XXXX XXXX XXXX XXXX, XXXX, MN XXXX. ( XXXX ) I would like to get reimbursed from US Bank for the {$480.00}. 

XXXX XXXX XXXX

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