Consumer complaint received 2021-09-26
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
I startedMy issues with my US Bank XXXX  began a couple of months back when someone obtained my information and began to charge my card with transactions that I never authorized. I have not determined exactly who this person is, only that my life has been completely turned upside down by their illegal actions. 
I have tried to resolve and escalate this issue that is from XXXX of 2021-XXXX  of 2021. 
I would like a complete investigation into these charges, which have now reached hundreds of dollars, and occur within minutes of each other every few days. 

I have attempted to freeze my card to allow your customer service department the chance to fully complete their investigation, except the original four hour phone call and report was lost in the system and my card started to ONLY freeze when it was ME that was trying to utilize it. I have been personally declined online and at atms and my balence still continues to decrease. I am now unable to use my own card, which I still have in my possession yet this person or people who have taken so much from me continue to be approved for hundreds of transactions using XXXX XXXX and not even requiring my card to be present or my signature. 

In the month of XXXX alone there were almost {$900.00} in charges! There has to be a way to find out who owns the devices that download these games from XXXX and from there they can be charged with Grand Theft and stealing my information! It should be that easy. You can easily review my account to see where these types of transactions started and it should be a simple trail from XXXX to this person or persons devices. I have also elected to file a police report as well. I am going to be unable to pay my rent if this isn't handled now. 

You can not imagine my frustrations with a company that has in the past used my behavior to determine if anything might be out of the ordinary and shut my card down temporarily until I reached out and had it unfrozen, yet continues to see twenty transactions in a row for XXXX games like XXXX and XXXX at all hours of the day and night! I am XXXX years old with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX since COVID. What on earth from my past usage of this card screams out that it is " ordinary '' for me to waste almost XXXX XXXX  dollars on this nonsense?

I have tried unsuccessfully on several occasions to work with your reps via phone only to be disappointed at the results yielding nothing but more loss. I am now writing to request a formal investigation of the transactions that I have attempted to stop for months now. I have provided the entire list from the time I initially became aware and tried to call and file a complaint with the request that you cease any and all transactions related to XXXX XXXX and subscription services.Cancel anything listed that may reoccur and allow me to access my funds without more loss from these crooks. 

I can be reached and will be happy to help in any way to bring whomever is doing this to court and will hope they are procecuted to the fullest extent of the law. As the total amount of fraud is over {$950.00}, I assume that it will be considered Grand Theft. It would make me feel much better knowing that they will be punished for violating my personal financial comfort by stealing from me at such insane levels.

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