Consumer complaint received 2015-08-27
Company: U.S. BANCORP
State: MO
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
I currently possess XXXX checking accounts with US BANK. In the last XXXX weeks someone has gained unauthorized access to my online account and my debit cards, which resulted in me having to file XXXX claims, XXXX which was unlawfully denied by US BANK and XXXX which is currently pending. My XXXX checking account ends in XXXX and the XXXX one ends in XXXX. XXXX my debit cards, which were again recently stolen, end in XXXX and XXXX. With regard to the checking account ending in XXXX, on XXXX/XXXX/2015 I gave my cousin temporary authorization to make XXXX deposits to my account, and he did that, and returned my card to me. I do NOT know if he wrote down the XXXX digit card number and pin number or gave this information to anyone else but he did return my card to me. Sometime that day or night, someone made unauthorized transactions on my account using my debit card to make a " XXXX FIRST PREMIER '', which I do n't even know what that is, and XXXX ATM withdrawals on XXXX/XXXX/2015, as well as XXXX the following day, on XXXX/XXXX/2015. NONE of these transactions were authorized by me at all, and that was when I realized my card ( s ) had been stolen. I immediately called US BANK to have the cards cancelled and new cards re-issued. US BANK cancelled the cards and had new ones sent out. During this time I 've been back and forth between XXXX and XXXX, taking care of my mom who has XXXX, and my cards and personal items were left at home in a secure as possible place, yet someone was able, obviously, to steal my cards, and gain access to my online banking, which I did NOT realize until yesterday. I immediately disabled my Online Banking to prevent further unauthorized access to my account. While all of this has been going, I had already filed a claim for {$1200.00}, which was my first claim consisting of the first set of unauthorized transactions. This claim was assigned to a claims processor known as XXXX, who initially informed me my claim would be approved within 10 days, or at least provisional credit would be provided pending the outcome of the investigation.. None of this happened. Instead, she denied my claim stating that she had ordered the film from the ATMS that the transactions had been conducted at and she discovered that " the same person who conducted the transactions that you 're claiming are unauthorized also was seen conducting a transaction that you did NOT file a claim on. Im denying your claim, unless you file a police report. '' I then told her that Regulation E of the Federal Reserve Board rules does NOT state that a police report has to be filed by a consumer before a financial institution reimburses him/her for unauthorized or fraudulent transactions. She then told me that my claim would be denied unless I filed a police report, which I refuse to do, because the police are NOT liable to me, the BANK is. Then, apparently XXXX more unauthorized transactions occurred with my card on or around XXXX/XXXX/2015,, a {$60.00} ATM withdrawal, and a debit card purchase for {$12.00}, which I DID NOT authorize. At the time these transactions happened, I was out of town. I have since deactivated both of my bank cards, and disabled my online banking with US BANK. I have a second claim wih US BANK, claim # XXXX. The first claim that was denied was claim # XXXX, for {$1200.00}. This claim was wrongfully denied pursuant to Regulation E, which sets rules for banks regarding unauthorized transactions on consumers ' accounts, and the REGULATION DOES NOT state that a valid claim can be denied, because of the absence of a police report. I do NOT trust law enforcement, given the recent activities of law enforcement in America over the last 2 years towards people residing in this country. Besides, a police report does NOTHING, because the police are NOT going to be the ones who have to REIMBURSE me, US BANK does, pursuant to Regulation E, Section 205.1-2015.15,

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation