Consumer complaint received 2022-02-16
Company: U.S. BANCORP
State: AZ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XXXX XXXX, I was notified via text message that there was a transfer of funds from my account for a XXXX purchase. I have never, nor do I know how to do such a thing. I " googled '' XXXX in search of a phone number to call to dispute this alleged purchase. 
I got someone on the phone that said he was from XXXX " fraud department '' and he would assist me in resolving the issue. He asked me to screen share ( on my phone ) so he could further investigate the matter. He had me download an app called " XXXX ''. 
I was walked through several steps as to what to do as he was supposedly looking into it. I need to point out that I DO NOT have any banking apps on my phone. He continued whatever he was doing and when he asked me to " allow '' during the screen sharing, I complied ( all the while, thinking I was getting the initial issue resolved ). This seemed to be taking some time so I decided to go sit down at my home office desk. Still listening to him tell me what he was doing, ( step by step ), I noticed out of the corner of my eye, that my desktop computer was " awake '' and something was happening. The opened page was MY US Bank online, and I watched some " XXXX '' transfers taking place. I immediately questioned HOW he did this and WHY he was, what appeared to be, transferring money from my account. I was told they have a way to get in so they can refund the money that was originally disputed in the previously mentioned XXXX purchase ( remember, I have no idea what this was ). I proceeded to watch and he kept assuring me that what he was doing was just to verify my identity and my account. He would transfer money to someone and then I would question it and then he would refund it????? I was quite alert to his many transactions and kept inquiring why just to be told " you can see I'm refunding some of the transfers also ''. The following is a list of the transfers TO and FROM individuals that he claimed were the " supervisors '' and or " account managers '' etc... ) none of whom I know. 

TXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX} These were NOT done in this order... there would be one debit then there would be a credit, then 3 debits and another credit would show up.

I was feeling very uneasy about this and immediately shut down my computer and phone, I first contacted my banks, who closed all my accounts immediately. I then call my local Police Department and filed a report. I then reached out to US Bank fraud department and filed a claim. Claim got denied and I was told to go to the branch and speak with the branch manager, He stated all he could do is file an appeal to the denial of my claim. The second appeal was also denied. I called US Bank fraud department one more time and they said this was a XXXX issue and the bank holds no responsibility. 

I recently was speaking with someone who has an almost identical fraud/theft case as mine and told me about CFPB and docket no. XXXX and also about Regulation E, so here I am submitting my complaint in hopes I can get some assistance in retrieving my {$3400.00} BACK. 

I am not going to upload my police report, bank statements, and other paperwork submitted to US Bank at this time ( as it has my personal information on it ) but I will provide all documents when requested through a secure email or website.

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