Consumer complaint received 2018-12-27
Company: U.S. BANCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/2018 I tried pulling money from an ATM but wasn't successful. I called the 24 hr number on back of m card had an 11 min conversation with the bank, told my daily limit exceeded wait til after XXXX Early XXXX ( after XXXX ) I attempted to use ATM card it said couldn't read card, so I attempted again three more times and was not successful. I looked on the app for US Bank and  noticed that all ATM attempts showed pending with ATM fee included that concerned me so I and my husband called bank back? We were told they could see we attempted to pull the money and that are cards were locked on ATM withdrawal. Not to worry it would work itself out and our cards were unlocked.We tried once again the XXXX and few times again on the XXXX. More pending withdrawals. Had another 11 min conversation was assured the pending charges would not go thru. XX/XX/XXXX, three {$200.00} and three {$100.00} was taken from our account. XX/XX/XXXX {$140.00}. XX/XX/XXXX. {$200.00} Debited. We waited by advice from bank that it would fix not to worry. We thought it would especially since we were actually in contact with bank and said it's noted we didn't get money that they see the cards blocked. We opened up a dispute after seeing nothing done and our money was pulled out We have attempted since XXXX to get our money and the bank gave us the run around since they learned I have a XXXX XXXX they have used it against me done everything to try confuse me changed the dates, told us they never received a report for calls which I faxed copies I kept plus copy of our phone bill for proof we called. Now told it's past the 60'days. The entire time I have called requested transcripts of the calls for proof been denied and given the run around! Told they audited the ATM money was pulled but our cards were locked and how would it go thru? They should of been on top of this from the start when we first gave concern it was pending. We were given the run around and received a letter last week they won't investigate it's been past 60days. There is nothing to investigate the recording calls would prove we didn't get money. I feel they are stealing on purpose and taking advantage of my having a mental XXXX XXXX that I have overcome. The bank credit us for fraudulent drink charges but not for ATM. I want the {$1300.00} ATM fees additionally charged back. I'm considering a class action law suit with other US bank customers but would like to just have money that they took or let taken out after calls made back in forth. 
Also my husband and I are victims of Identity Theft have police report fraud report from federal trade commission.. 
Yesterday, XX/XX/2018 I received a letter now with a different story stating that they have been un contact with the owner of atm machine and again denied. The copy which will be included in this complaint was readable until the actual proof they claim to base their decision on. It's so small using my cell phone camera to view I'm unsure if all charges claimed are what their implying is mine. Or if other peoples numbers were too included for example. There are two that is ours that show declined which is what happened when we attempted to get money from ATM. Called the number on back of our card and told the see where we attempted to get money and did not due to a lock on our cards. These were dates on XX/XX/XXXX. A {$300.00} and {$100.00}. Which on US Banks end shows {$300.00}. {$100.00}. The XXXX they yet to review which would be an addtl {$300.00}. After receiving the letter yesterday and being denied numerous times for the transcripts phone calls made by myself and my husband to the US Bank fraud prevention dept on the XXXX. XXXX, and XXXX. I know US bank is at fault maybe a technical issue. Computer glitch ( we were told that on our phone calls the XXXX of XXXX. USBank has done everything possible to not pay us the money back. To actual accusing us of lieing to changing dates to ignoring or denying communication with their own dept that would validate what we have said to be true. 
I'm requesting immediate payback of {$100.00}, {$100.00}. {$300.00}, {$300.00}, {$300.00}. Usbank security dept failed to secure our money even though we were in communication the time this was happening and assured it would work itself out. 
Since then my husband and I have other disputes due to becoming victims of idenity theft which I will be filing additional complaints after this complaint. Please help us to get the money Usbank has of ours and help that no one else has to experience being treated as thieves just because we have low balances they feel that they can lie : and treat us badly with no recourse. 
Thanks, XXXX XXXX And XXXX XXXX Today is Wednesday XX/XX/2018 2018

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