Consumer complaint received 2022-06-09
Company: U.S. BANCORP
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX, I logged into my US Bank account to see where i was with my balance, etc. and because I usually pay by phone, to see what had cleared my account. I noticed a strange withdrawal of {$1900.00} on XX/XX/XXXX. I knew I hadn't made any payments in that amount, and I became worried that I had been hacked. I scrolled back to the previous month and to my shock, there was another withdrawal of {$2900.00} on XX/XX/XXXX to a person named XXXX XXXX, again knowing I had not made any payment in that amount, either. I don't know anyone named XXXX XXXX!! I noticed that the address on the front of the check ( it was NOT one of my personal checks, btw but rather some kind of typed up check that in the Memo section of the check it says " Allowance '' and it shows on the bottom right hand corner " signature on file '' ) was on the made payable to the order of XXXX XXXX, at XXXX XXXX XXXX, XXXX XXXX, XXXX  XXXX, yet, it was signed by this XXXX XXXX and deposited in the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX There is an account number of XXXX, and a phone number for their " Operations Department '' of XXXX, I immediately called US Bank and they referred me to their " Fraud Liaison Center. '' at XXXX and they established case # XXXX. I was told I had to go into the branch office near my home and fill out two affadavits and a customer statement, which I did the next day. I filled out all the paperwork and was told to email them to XXXX, which I did upon leaving the bank. I was also told that it was my responsibility to call back to check with them on the status and that it would be resolved with 7 to 10 business days. I did indeed call back and have called back multiple times to check on this and no one could give me any answers. Then I received a letter from the US Bank Digital Claim Services saying that my claim XXXX ( {$1900.00} ) and claim XXXX, they stated " during our investigation, we determined the transaction posted as requested, therefore your claim has been denied. I don't know how they " determined '' that- they provided no explanation of how it was determined, only that I had the right to requests the documents used in their investigation, and to call XXXX to get copies of those documents. I called the number and was put on hold for 15 minutes, at which time I was disconnected, without ever talking to anyone. As you can imagine, this whole process has been devastating, shocking, frustrating. I need that money for bills and my son 's tuition! I've been banking with US Bank for over a decade and have never had anything like this happen before. How can they jus deny me the money that was rightfully mine, that I in good faith entrusted in their care??? Please help me. I'm still in disbelief that they can treat a loyal customer this way and that I have to just accept that someone hacked nearly {$5000.00} from me and they do nothing??!!

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