Consumer complaint received 2021-03-17
Company: U.S. BANCORP
State: NM
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
To Whom It XXXX Concern : On XX/XX/XXXX, I received what appeared to be order confirmation emails from XXXX stating, " Dear Customer, we would like to inform you that your order has been dispatched. If you did not place this order please call us on our toll free number XXXX XXXX XXXX XXXX XXXX to report this to our fraud protection team. XXXX The name and address of the individuals receiving the XXXX purchases was included along with the arrival date of the packages, which stated " Arriving : Tomorrow ''. ) Your package is being shipped by XXXX XXXX XXXX and the tracking number is % TITLE %. Please note that a signature XXXX not be required for the delivery of the package. '' Total purchase price of the item in the first email equaled {$2400.00} minus the XXXX XXXX applied XXXX {$2000.00}, Pending Payment of {$490.00}. Total purchase price of the second set of items was {$5200.00} minus the XXXX XXXX applied of {$4000.00}, Pending Payment of {$290.00}. 

The names of the individuals in the XXXX confirmation emails are : XXXX XXXX XXXX XXXX XXXX XXXX, Indiana XXXX no zip code provided XXXX XXXX XXXX XXXX XXXX XXXX # XXXX XXXX, NY XXXX At XXXX pm MST I called the number provided in the email to cancel the order. The individual XXXX XXXX accented male ) proceeded to tell me that my XXXX account had been hacked by XXXX individuals. He provided the location of each, and told me that all the hackers would be receiving the items purchased through my XXXX account, so I needed to stay on the line and act fast to cancel all the orders and return the credit used from my XXXX account back in to my account. The male individual proceeded to direct me through a process of installing an application on my phone titled " XXXX : XXXX XXXX ''. Next, he stated that in order to gain back the used credit in my XXXX account I would need to make a " dummy transfer '' from my XXXX account. He stated that this process would zero out my credit debt in XXXX and the orders would be cancelled. Then, he began remotely entering pseudo names of people to transfer money to. I then realized I was being scammed. He extracted {$990.00} + {$500.00} + {$500.00} to " XXXX XXXX '' and {$1000.00} to " XXXX XXXX ''. At XXXX pm MST I hung up and called XXXX XXXX XXXX XXXX Department immediately to report what happened. They filed the claim and began investigating the incident. XXXX XXXX Department closed my checking, savings, and credit card accounts and I opened new accounts. XX/XX/XXXX at XXXX am MST I called my local USBank branch to report the same incident. My local banker also contacted XXXX XXXX XXXX Department, and advised me to wait for the decision of XXXX XXXX to determine if further action was needed. I received letters from XXXX XXXX XXXX XXXX stating that my claim had been denied because XXXX XXXX determined that the transactions had been posted as requested. I have since been in contact with my local banker and XXXX Services who advised me to report this incident to the Federal Trade Commission and the local police department. I have done both. 

Thank you, in advance for considering my case. 

Best Regards, 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