Consumer complaint received 2019-12-09
Company: U.S. BANCORP
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
There was fraudulent activity committed on my account on Wed., XX/XX/2019. I was not notified by my bank whatsoever. I noticed me being locked out of my online banking app and I called the 1800 number that night when I got home from work in regards to me being locked out. They proceeded to tell me that there was a hold on my account due to fraudulent activity. The operator told me to go to my branch the following day ( XX/XX/XXXX ) and take my ID to get things resolved. I went the following morning to the XXXX XXXX XXXX branch in XXXX, IL. The banker told me that they were going to close my account due to my account putting their bank at risk for fraud. She asked me did I issue my login info to anyone and I told her that I did not. She proceeded to tell me that their would be a hold on my account to where I can not withdraw money but deposits are still able to be made. I told her that my work check would be deposited on the next day, Friday, XX/XX/XXXX. I called my job and they said they had already deposited the money that morning ( Thursday the XXXX ) and that the only way they could give me a paper check was if the bank rejected the deposit. I asked the banker could they put a hold on it for deposits to be rejected as well, she told me no. The next day, which was Friday XX/XX/XXXX, I called the branch to speak with a manager about me being able to take my deposit out of the bank during this investigation. I was informed there was a double hold on my account now that was put into place that morning. My direct deposit has already hit my account at this point. The bank waited to collect my direct deposit before placing that deposit hold on my account. I talked to the assistant manager who was very rude and disrespectful. She told me I had the option to pay the negative amount in my savings account to make it {$0.00} and then the hold would be lifted and I could withdraw my funds from the checking account. I didnt understand that. The asst. manager told em over the phone that she did not have time for attitude and that was the only option I had. I asked her for her name which she failed to give me and refused to give me. She told me if i paid the money that maybe, well see about giving me the money in my checking. I told her I would call the XXXX XXXX XXXX and let them know how rude and unprofessional they were. She proceeded to call me a fraud and tell me good luck with letting the XXXX know that I am a fraud and committed fraud on my own account. She then hung up on me. So on Saturday, XX/XX/XXXX, I went to her specific branch to try and gather and understanding as to how Im responsible for them giving money for a check through my online mobile banking app without my proper signature on it, and also Ive never had that much money in my account ever. They didnt call and verify this online check with me. They made {$200.00} available and the hacker withdrew that {$200.00} instantly through the atm. I should not be responsible for this {$200.00} because they failed to protect me through verifications. Now they are holding my money in my checking account.

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