Consumer complaint received 2022-12-02
Company: U.S. BANCORP
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
Due to them saying Im either not a customer or authorized Im re doing this complaint because 1 after around 3 weeks i finally was told what document was need and am in the process of getting said document and 2 this complaint is still about them being informed of someone acting like me to make changes to the account ( probably why i cant be pulled up now even though all reps on the first day around 3 weeks ago said the account was mine ) my mother did in fact start the account for me as a minor via a court case i have reached out just in the first day alone atleast XXXX times and atleast XXXX of those times being fraud reps trying to access my account i even spoke with an ambassador who also confirmed the account was mine but the main issue here is the fact that i informed so many reps many being fraud reps, the ambassador witch informed a district and regional manager about someone pretending to be me and they still proceeded to contact the number that they was informed not to due to identity theft and not one single rep done anything to protect the account i was even told to not file a police report at the time by the ambassador because apparently it wasnt needed and i have the messages still alot of people here were informed of the situation and definitely at the time when i still had decent access no one done anything i now can not be pulled up and its not because of this situation because my mother is still 100 % able to access her part of the account with no issue oh and i cant forget to mention the rep over the phone literally asking for mine and my moms personal information for a suposed form and come to find out she got our information and you cant do that form over the phone i mean what do i need to provide as proof? The fact that i have the account number? Or the routing? Or maybe the exact balance? Or possibly the hours upon hours of calls to the XXXX customer service line? Or maybe the calls to the branches? Or maybe the call a branch made to me? Or orrrr the court case file from when i was a kid? What proof is exactly needed? How is it ok for a bank to be informed MULTIPLE TIMES about someone acting as me and allowing changes and XXXX knows what else to be done? Will getting the screenshots from the posers messages or the ambassador be suffice enough? This isnt ok with me that not only did someone i know act like me but a US BANK worker got mine and my moms social and other info and done XXXX knows what with it..almost a month later and still circles even when trying to file a complaint about them the only helpful person at this company has been this lady from the XXXX california branch shes the one that knew my local branch was in the wrong for not telling me what document i needed so she personally got on the phone when i called to inform me ONE person out of hours and days of people has helped me in this entire situation regardless of whats needed to gain the accessthe allowing someone access once informed is wayyyyyyy to wrong for me to not say anything and honestly hopefully i can get access once my lawyer helps get this document for me because of the changes made because if not i wont sit and stay quiet about it at all allowing this person access has completely messed up this entire situation its one thing if they wasnt informed but they was many many times and nothing was done to protect me or my mom and being told to not file a police report about it..that was asked because i have never dealt with someone acting like me and i was completely informed the way wrong direction i really hope this complaint gets somewhere im already beyond annoyed and frustrated nobody has even attempted to reach out even after multiple messages on social media or calling branches i just want whats mine thats it and thankfully because of one person im on that track but i do think people need to know that when i informed them of a major security issue nothing was done oh and i find it real concerning that after i make a complaint now i cant be pulled up with my name, social and account number but my mom can? Irony.real weird that thats an issue once i made the complaint.i can provide them with almost anything they need just about the account let alone all the numbers for it and to it

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