Consumer complaint received 2021-02-19
Company: U.S. BANCORP
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
COMPLAINT INFORMATION I contacted XXXX on the XXXX of XXXX. Someone hacked into my email account whereby the suspect was able to go into my account and wipe me out. The dollar amount in dispute. {$22000.00} The date of the transaction. XX/XX/2021. Someone stole my email and I was locked out of XXXX. I emailed XXXX immediately when I found out that my email was hacked. I emailed that at XXXX XX/XX/XXXX on the XXXX of XXXX. I received a generic email at XXXX XX/XX/XXXX Eastern Standard that evening stating that I am in the cue. I emailed XX/XX/XXXX again on the XXXX, and when I didnt hear from them I emailed them again on the XXXX. I filed a police report on the XXXX. I received an email from a representative named XXXX, who told me they will change my email, but I needed to verify who I was by providing them with a video, license, utility bill. I did everything XXXX asked for. I explained to XXXX over and over that someone else has my email account at XXXX. There was a XXXX breach and I was one of the victims. I sent the Ceo XXXX XXXX a message on XXXX because I wasnt getting anywhere with XXXX. ( She since has blocked me from contacting her ) I believe I did that on the XXXX of XXXX. On the XXXX of XXXX XXXX sent me another email requesting another video. I did that too. On the XXXX I find out the suspect also depleted {$5000.00} out of my US bank account since that account is linked to my XXXX account. On the XXXX of XXXX, I was assigned to another representative XXXX XXXX. XXXX closed my XXXX account on XX/XX/XXXX. XXXX sent me an email on the XXXX telling me my account has been resolved but XXXX will not reimburse me for my losses. The theft occurred on their platform They are FDIC insured. Why won't they compensate me? XXXX is under the US Bancop. I filed a complaint with the Office of Comptroller. XXXX was able to resolve this matter in two days, while the XXXX took 12 days to even realize what I was telling them. In XXXX email, he said the suspect sent my money to a bitcoin address. The company knows exactly where the money went but they wont retrieve or recompense me. This is a fraud. Someone stole my account and was able to do whatever they wanted to do while I wasnt able to do anything about it. I made a complaint with the Consumer Financial Protection Bureau earlier with your organization because XXXX would not return my emails. XXXX does not respond to emails in a timely fashion. XXXX does not have a telephone number to call when an account has been compromised. I also contacted the fraud department for my US bank, thats because the suspect was able to deplete my account for {$5000.00} in three separate transactions. A. {$2000.00} B. {$2000.00} and CXXXX XXXX. This happened on the XXXX of XXXX unbeknownst to me. 

Thank you in advance for your guidance XXXX XXXX

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