Consumer complaint received 2022-07-15
Company: U.S. BANCORP
State: WI
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2022, I discovered that my personal information had been compromised. This includes my driver 's license and social security number, several of my online accounts had been accessed, I lost access to the majority of my online accounts due to someone changing my passwords, and there were multiple attempts to open credit cards in my name. On the morning of XX/XX/2022, I closed my checking and savings account at my former bank and opened new accounts at U.S. Bank. 

Part of restoring my identity was creating a new email address and was provided a new phone number by my phone carrier. I provided this information via telephone to U.S. Bank on the morning of XX/XX/XXXX when I opened my accounts. While this was occurring, I also noticed that someone had tried to open a credit card in my name through U.S. Bank. I spoke to U.S. Bank 's fraud department and explained the situation and reassured them that it was not me who applied for a card. 

On XX/XX/2022, I was able to regain access to my former email account only to see that U.S. Bank had sent my account confirmation emails there. I immediately called U.S. Bank 's customer service department to confirm that these were legitimate emails from U.S. Bank, as these emails were sent to an email address I did not provide them when I opened the account. Further, I asked why they would send emails to an email address that I'd informed them I no longer had access to, and in fact told them that someone else had access to. I was transferred to the fraud department and I again explained the situation. I told the rep I spoke with that I was concerned that U.S. Bank was not taking this seriously enough. Further, I explained to the rep that every single question she asked me in order to verify my identity were questions that could be answered by the person who stole my identity and that I was losing confidence in U.S. Bank 's ability to protect my assets. The rep suggested we put a verbal passcode on my account as an extra step. However, the rep was also relatively rude, and was unable to confirm for me my information on file ( email address and phone number ). She said she didn't have access to that information. It's ridiculous to me that the fraud department would not have access to information such as that. The rep also told me that she wasn't able to explain why the bank sent new account confirmation emails to my old email address and I'd have to go into a branch to talk to someone. 

I called my nearest branch, which was in XXXX, WI, around XXXX XXXX  CST. I asked if there'd be someone available for me to speak with in person. I was asked if I could be quick since they were going to close soon. I arrived just before XXXX and brought the printed emails and once again explained the situation to a rep named XXXX. She called her fraud department and we again asked how those emails were sent to my old email address and why my account wasn't updated with my current information. The fraud rep tried to assure me that I had nothing to worry about, as the emails the bank had sent to my old email address didn't contain my account information. I again explained the severity of the situation and informed both XXXX and the fraud rep that someone has access to all of my personal information, including that email account, and the entire point of me changing banks and creating a new email address was so the person ( s ) who stole my information wouldn't know that I'd changed banks. I again explained to them that I did not have confidence in their ability to protect my information and my accounts. I was at this branch for approximately 20-25 minutes before anyone even noticed that I had a verbal passcode on my account, which only served to validate my concern with U.S. Bank 's privacy claims. 

It was determined that, because my father has an account at U.S. Bank for which I am listed as a contact, whomever set up my new accounts just took my contact information from my father 's accounts and carried it over to my new accounts, even though that is not the information I provided. XXXX tried to once again assure me my information was safe, told me that the only reason she allowed me to come in was because it sounded urgent, and she'd watch my accounts over the next few weeks to determine if any further issues occurred. 

Towards the end of XX/XX/2022, I received signature forms in mail in which U.S. Bank is requesting my signature. On each of these forms, my ID type is listed as Military ID. I call U.S. Bank customer service again and ask them to clarify, as I have no affiliation with the military, and given the current circumstances, I want to ensure these are legitimate forms. I again explain that my information has been compromised. Once again, the customer service rep I spoke with not only does not ask me for my verbal passcode but tells me it's probably a typo on the forms and I don't need to worry about it. 

So now my money is stuck with a bank I have XXXX confidence in. I get charged if I close my accounts too early, so it's been a daily stressor for me. They've made mistake after mistake with very little acknowledgement, and as soon as I can close my accounts with them without a penalty, I will be doing so.

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