Consumer complaint received 2015-09-08
Company: U.S. BANCORP
State: AZ
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
This complaint is on US Bank associated with fraud on my son 's account- that rippled through to all the other accounts I was related to. This began on XXXX when someone uploaded a fraudulent check to my son 's account. They then did an ATM withdraw, ordered ( overnighted XXXX checks and used a debit card. For the next month, I was met with blatant and total incompetence from US Bank employees in the many fraud divisions. I spent hours each day talking to one group and then another, no one having any idea what the other groups needed or of decisions made by them. I was given conflicting information, completed forms several times ( not faxed from the branch/not received ) and sent on a 2-hour journey to get a police report that I was then told they did not need after all. 

The worst treatment was the back- and- forth status on my primary account. I fully understand my son 's account being on hold, but the other accounts were not affected. The XXXX account was opened XX/XX/XXXX and the XXXX account XXXX long standing accts with no issue that would give rise to risk concerns for US Bank XXXX For several weeks I went through a XXXX XXXX of whether my account would work- or not. I was told the new debit card I just activated at the branch would work- but at the XXXX checkout, it did not. I was told that my account was not on hold, so I deposited money to cover my Bill Pays, only to find the account was on hold and all my money for bills, groceries, gas etc. had been consumed by US Bank and I had no access. With the account being on and then off hold, Bill Pays did not go through and I have accumulated late fees and returned check charges for payments I was told by US Bank would be covered. 

The latest event was on XXXX when I inquired about the charges made with the debit card. I got a returned call from " case processing '' telling me they had just got the file that day and I needed to complete MORE paperwork, that I had already submitted weeks before, and it would take another 45 days to resolve these charges before I could close my account and get my money back from US Bank. 
Problems include : Very poor knowledge across employees as to the total process to resolve fraud claims. 
Branch employees that are not interested in helping the customer with " main office '' work. 
Outdated, antiquated technology- there are much better tech solutions that would have prevented this from happening. If US Bank going to play in the tech space at least afford customers tech solutions that keep their banking safe from predators. 
No one- and I mean NO ONE- was on point for the end- to- end process of resolving the fraud. Between all the different groups who have their hands on this work there is not one person or group that is ensuring that all the claims are identified and being worked simultaneously. 

Due to the ineptness of US Bank I have lost considerable money associated with this fraud, which could have been prevented. US Bank 's antiquated technology allowed this account to be compromised ; their flawed and inadequate process exacerbated the impact to the customer and their people were no help. I was told Friday that I could close my accounts on Saturday. Saturday came and I was not able to close my accounts and, thus, my money was held for another 3 days. Not looking good to get it closed today- Fraud says it 's up to the branch- branch has to have Fraud 's approval. The gross incompetence of this bank is completely counter to the purpose that people use banks to begin with- to hold their money so they have access to it when they want/ need it.

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