Consumer complaint received 2016-11-13
Company: U.S. BANCORP
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
while on vacation XXXX fraudulent mobile deposits were made to my account. while out of town went to use my debit card only to find it had been deactivated by US Bank. When i contacted the bank to see why my card was being declined when my payroll check had just been direct deposited the day I left. The response I got was " have i made any deposits recently? '' Yes my payroll check was direct deposited on XXXX/XXXX/16 and gave them the amt. the person on phone said ok that looks right your card will be active in the morning. I asked why this had happened and why i had to wait until morning response " i guess they just questioned the deposit but since its payroll you are fine why wait til the next day he said because we have to process this request. I never got a straight answer and being out of town was not helping me either. They never once said one thing about the mobile deposits not if i knew about them or if i had given permission nothing. Next day - I try to use my Debit card again it was declined. called again to the bank they switched me to the fraud division still not understanding why nor has anyone mentioned the mobile dep. yet. the man in the fraud div asked me my name security questions to which i answered. He then said what seems to be the problem? I told him i was on vacation and I tried to use my debit card but it says declined. He also said have I made any deposits? I told him yes DD of my payroll check the date and amt. he said yes he see that transaction. then why cant i use my card. he said he saw no reason for them to have deactivated my card and he would reinstate it right away. Still never once saying anything at all about the mobile deps further more i never got one alert telling me anything at all not one. still no use of the debit card every time i called which was several times a day the response was the same. they saw no reason for the card not to work. The whole entire time I was on vacation did not have use of my debit card or my money and still unaware of the fraudulent activity going on. i returned 4 days later when i got home the mail was there i found a letter from US Bank with a copy of XXXX of the XXXX fraudlent checks that had been mobile deposited into my account. also upon my return my account had been closed without my knowledge therefore i had no way of looking at my account to see what had transpired. i called US Bank again and reported this to them they didnt seem to have a reaction to my complaint about the checks or closure of my account or the fact that i was never told any of this was happening. the only thing they said was we will send you out the papers to fill out return them by fax and gave the number we will start the investigation. I did that right away only to not hear anything for weeks each time I called i never got past the girl who answered the phone Finally after getting angry going into the third week with no bank account and several of my creditors calling me angry that they could not get their payments per signed contracts even tho i paid them in cash. the bank calling me telling me i was overdrawn and me telling them that i had a fraud case on going ( apparently the bank & fraud div do not speak ) I was told they never received the papers to which i lost my cool why was i not informed of this. they didnt know but send them back in again. i did only this time i took them to the branch and had them fax it in. Do you know that this started XXXX 2016 and it is XXXX 2016 and it is worse then ever not only the XXXX bad checks but a debit of a sizeable amt was taken out of my account by the XXXX where we stayed the day i left to fly home. how i am still not clear since my debit card was inactive i could not get an XXXX off of it but somehow they did. now i am being asked to pay that back which i will not do it is not mine to pay. US Bank has ruined my credit/ no acct, they dont care.

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