Consumer complaint received 2024-03-13
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: U.S. BANCORP (AZ)

THIS IS NOT A DUPLICATE! US BANK FAILED TO RESPOND AND ANSWER MY QUESTION. WAS ADVISED BY CFPB REP TO OPEN ANOTHER CLAIM TO GET A RESPONSE. THANK YOU On a recorded line when I spoke with XXXX, US Bank acknowledged their violation of Regulation E when they offered me the {$100.00} that I declined. US Bank is too big to have issues like this? How many other clients have been effected by their process? The federal government puts these regulations in place to protect consumers and US Bank has yet to take this violation serious!. 

Good Morning XXXX, Thank you for your response. Unfortunately from your response US Bank is not taking this violation seriously. You have failed to explain your federal regulation violation of Regulation E. I will show the clear and present violation and then explain my concerns that I would like a response too. Please reference the bank statements attached. Unauthorized fraud transaction occurred on XX/XX/XXXX. I called in on XX/XX/XXXX and initiated a claim. Provisional/ Temp Credit was given on XXXX XXXX 15 days later? Clear Regulation E violation! Minimum fine of XXXX XXXX dollars. I have seen XXXX and XXXX XXXXXXXX XXXX settle and payout bank errors like this in the hundreds of thousands of dollars. US Bank is too big to allow a error like this. Now that this Regulation break occurred because of US Bank my son is finding difficulties paying his bill which clearly shows XXXX. 
XXXX explained the reason of this error is because they have this process automated and completed by a robotic ( BOT ), not even a human being is looking and reviewing my claim. This is a big issue. Per Regulation E you as the financial institution have to perform a adequate investigation on your clients behalf. No one even looked at my claim before it was denied in ERROR. How many other clients have been effected by this XXXX? This is a gap within your banks process and controls. What other secondary controls do you have in place as a bank to catch claims falling out of this automation? You created a automation that to save money as a bank but you put your clients in harms way now. Again I filed my claim on XX/XX/XXXX and you denied it the next business day and failed to even do a simple investigation on my claim and falsely denied my claim due to an internal error in your system. This clearly shows that Regulation E was broken for a second time by not performing an adequate investigation. If someone actually reviewed my claim and saw the charges, none of this would of happened. Your Robotic has a gap and needs to be fixed. I hope it is not still being in use until it is fixed. I dont want any other clients going thru this. 
Some concerns I have is when I opened a US Bank account, US Bank asked my military status. They didnt give me a chance to opt in or out and US Bank labeled me as a Veterans account? I feel you used this information by not responding to my inquiry. I gave US Bank so many chances to fix this while they were still with Regulation, but US Bank horrible customer service never called me back and dragged this out so long.

One of mine and congresses main concern is US Bank is one of the only banks that fails to protect its clients when there clients have Unauthorized Pending Debit Charges. The clients available balance is effected by the fraud. Why would US Bank not protect their clients and open a claim? I can understand if the available balance wasnt effected. US Bank needs to change this process like XXXX XXXX  XXXX and XXXX. This will be brought up again because US Bank is putting themselves at Regulational risk here. 
One of my other concerns is please look at your letter that you sent. It is combined with a claim initiation and a claim completion/deniel on it. Is this even a legal letter? I dont believe you can have 2 of the same within the same letter. This is a Regulation E concern of mine. The letter is very confusing and other have had concerns with this in the past as well. 
One of my other concern is an appropriate response time within your executive response team. I emailed them on XX/XX/XXXX expecting a 24 hr or maybe a 48 hour response? If you acted with a sense of urgency I gave you time to stay within regulation and fix my issue. But again US Bank failed to acted in a appropriate time frame responding over a week later. US Bank showing no remorse in any of their failures and errors. This needs to change because you can actually help your clients better by a more efficient response time. 
Yes thank you for admitting in your response every person I spoke to in the call center gave me false information and doesnt understand Regulation E. What kind of training are you giving your associate before they take a call and start assisting clients. This needs to be looked at because this is a huge issue. All on a recorded line XXXX called me and acknowledged the banks violation of Regulation E error. She offered me a meaningless XXXX which I declined. 
Please address all of my concerns and most of all please see a Federal Regulation was broken here. 
Provisonal/Temp credit was not given in 10 days? Given on day 15 US Bank failed to perform an adequate investigation on this claim. The claim was submitted and denied by a machine that was given false scripts to identify fraud and pay provisional credits.

My son is finding difficulties due to US Bank ERROR and not meeting Regulation E timeframes which now involves XXXX. 
XXXX Bank XXXX to initiate a claim when my son and wife called on XX/XX/XXXX. Rep denied my son and wife to open a claim. The next day the charges hard posted to the account. 

US Bank has illegal letters that dont meet Regulation E standards. You cant have a claim initiation letter and a completion/deniel letter in the same. This is confusing and causes issues which a judge will agree.

I was told I was put on a list to get a call back from a manager and I submitted a formal complaint on XX/XX/XXXX and no callback or quick response. XXXX and XXXX XXXX  XXXX work with a sense of Urgency and would have had this escalation reviewed and resolved on the same day I reported it on XX/XX/XXXX. To respond 6 days later is completely unacceptable. I guarantee when the OCC reviews this error in their audit, US Bank will be fined. XXXX XXXX will be discussing this claim with XXXX their next visit to the hill. 
I feel like you know that I am a combat veteran and you think you can respond whenever you want and do whatever you want. US Bank is too big to have Regulation E and UDAPP violations. These gaps in your systems need to be identified and addressed immediately. US Bank has errors in their processes and controls. US Bank has no controls or even secondary controls to catch h these errors. No client should even feel like this. And yes I did reach out to everyone you stated because US Bank wouldnt call me back. I reached out to their highest leaders within the bank and still no response. I would never treat anyone like the way I was treated. No matter at what level you are at the bank your job is to assist your clients which US Bank failed to do at all channels of the bank. We will have a judge review all of this and make their decision in arbitration. Regulations were broken not addressed by US Bank.

Please read in full and please see attachments. 
Thank you XXXX XXXX