Consumer complaint received 2022-08-02
Company: U.S. BANCORP
State: KY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I utilize XXXX via my U.S. Bank checking account to transfer money from time to time. On Sunday XX/XX/XXXX at XXXXXXXX XXXX, I received the following text message, from what I though was U.S. Bank as it stated : " U.S. BANK ALERT : Did you use your debit card at : XXXX XXXX XXXX {$19.00} DECLINE XX/XX/XXXX? XXXX XXXX, {$3500.00} DECLINED XX/XX/XXXX. If you recognize this activity, reply YES If not, reply NO. STOP to end alerts. '' I replied " NO. '' Then received the following text, " Your debit card will be locked due to suspicious activity. A fraud specialist will contact you shortly. '' Minutes later my XXXX rang, showing the real US Bank phone number of XXXX. I didn't answer the first call, as I was in a loud area but they called right back with the same number, showing as US Bank. I answered the phone and the man identified himself as being with the US Bank Fraud department and asked me about the charges, I told him that both were invalid and shouldn't be put through. He told me they would need to cancel my debit card and would issue a new one via XXXX that I could receive regular or expediated delivery free of charge. I asked for expediated delivery, he asked me if I wanted to require a signature at time of delivery, I stated no. He then said that because the XXXX charge was via an independent app ( XXXX ) not US Bank, that he could not reverse the charge but would walk me through how to do it. He instructed me to go into XXXX and reverse the charge by creating a new XXXX recipient called " Reversal System '' and gave me the number to type below to reverse the funds, I had to type in the {$3500.00} amount. I followed his instructions which ultimately send the funds to the scammer. I kept checking my US bank checking accounts for the funds to come back and as they hadn't by the next day, XX/XX/XXXX, I started calling US Bank. They told me I'd have to talk to their fraud department and transferred me, but there was no answer from the fraud department ( I assume because of the bank holiday. ) I called again and told the representative I needed to talk to someone and no one was answering that line but the transferred me back to the same number and again no answer. The following morning, Tuesday XX/XX/XXXX, I called US Bank fraud around XXXX XXXX. I spoke to someone and explained the situation and she informed me that I was scammed, that it was not US Bank calling me and that I actually sent the money to the scammer versus reversing the fraudulent charge and said they would open an investigation and that I needed to go to the US Bank branch in XXXX, KY to close my checking accounts and open a new one. I went to the bank in tears as {$3500.00} was basically all of my money. The associates at the bank asked me to come back later in the afternoon and then they could help me close the account and open a new one. When I came back I worked with XXXX and XXXX XXXX the branch manager ) who both informed me, US Bank would issue me a provisional credit of {$3500.00} within 10 business days while they completed the investigation. I never received the credit so I began calling and emailing the branch after the 10 business days. They told me they would check into and let me know. On XX/XX/XXXX, XXXX responded to my email saying the credit was denied and she would try to find out more. I have not heard back from her since. I also received a letter in the mail from US Bank dated XX/XX/XXXX, stating, " On, XX/XX/XXXX US Bank Digital Claims Services received a claim for a funds transfer that posted to your account ending in XXXX. The information of this transaction is listed below : Claim Number : XXXX Payee : XXXX XXXX  Date of Transaction : XX/XX/XXXX Amount : {$3500.00} During our investigation, we determined the transaction posted as requested ; therefore your claim has been denied. '' Although, I realize the scammer tricked me into actually sending the money, I thought I was speaking to US Bank who was instructing me how to reverse the charge. I know that they know this is a scam because less than a week later when I went into XXXX via my US Bank app, the following alert showed up in XXXX " Be on alert for scammers. US Bank will never ask you to send money to anyone, including yourself. '' US Bank also sent out mass emails stating " As more and more people use mobile payment apps, the number of scams is growing. 
Heres what you can do to keep your personal information safe. 
Look out for this. 
Fraudster sends you an email or text asking for confirmation of a payment.

You reply, I didn't make the payment.

Fraudster may then call you pretending to be the bank or business, maybe even using a fake phone number. ''

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