Consumer complaint received 2024-09-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: MN

Complaint narrative:
On XX/XX/year>, someone was apparently able to clone my cell number, call the automated system, get a verification code from US Bank sent to them, check my balances, make several transfers from my primary savings account into all XXXX  of my other accounts which included my kids savings accounts, and then proceed to visit multiple bank branches in Colorado XXXX, several states away to make withdrawals from all 5 of my accounts, draining my funds. 

On our way out of town for the XXXX XXXX weekend, i randomly received 6 consecutive calls from No Caller ID. I send the first two to voicemail, and let the other 4 ring on silent. One after the other, the calls consecutively came. Then a short relief, and the next call comes from a NY area code. Due to the nature of my work, I take the second call, no one is on the other line, so I hang up. Then I get 4 more consecutive calls, at this point I put my phone in to personal focus to avoid interruption during our drive. We arrive at our destination an hour later, and we proceed to relax. I randomly swipe left on my phone and my balance shows via my XXXX XXXX, and all of my accounts are almost empty! Upon reviewing my bank transactions, several EFTs were made from my primary savings account into my 4 other accounts, all amounts just shy of {$2000.00}. Then withdrawals were made from each account in the exact amount of each EFT. I proceed to call the US Bank fraud department and after a 3 hour phone call, I have a claim filed for all 7 fraudulent withdrawals. At the time of the call, the transactions were pending and had not posted, so we did not know the nature of what type of transaction or how they transpired. This was Friday before XXXX XXXX. The fraud liaison froze all of my accounts at this time. I was informed that affidavits would be emailed out to me and I was to fill them out and send them back in. If I needed assistance, I could visit a local branch or call the fraud department for help. Again, I have XXXX information as to what happened. 

I proceed to call the fraud department daily throughout the weekend for updates. I was told the internal investigation department would be back the next business day. 

Tuesday after XXXX XXXX, I call my local police department to file a repot. I then visit my local branch to open up new accounts and have new debit cards issues. I was informed by the local branch that we should leave the frozen accounts open so that US Bank has a location to deposit the stolen funds. After arriving home, I contact the fraud department to inquire about the affidavits. I am told they can be sent to my local branch and they can assist me in filling them out. I go back to the branch and they print the forms. But they are unclear on how to fill them out. I was instructed by the fraud department that the forms need to be filled out 100 % error free or my claim will be denied. I go home with the blank forms, and contact the fraud department. I was told that Fraudulent Deposit or Cashed Check would be the option that I select, but I was also informed that the affidavits should be partially filled out by the fraud department prior to being sent. That blank forms were accidentally sent and I should be getting official forms via email any time now. Later that day, I am contacted by my local branch and am informed that it appears the person who made the withdrawals did so in another state with a fake ID. 

I proceed to receive the affidavits via email on XXXX, only to find out they are blank. I call the fraud department again to inquire, and was told the forms are supposed to be blank, but they will help me fill them out. Included in the email was a PDF outlining instructions for filling them out. In the instructions there is an option to select Unauthorized Withdrawals ( forged marker ), but this option is not on the actual Affidavit. I bring this to the Fraud Liaisons attention. She agrees that Fraudulent Deposit or Cashed Check is not correct, but they are unsure which option to check, The contact their supervisor and come to the conclusion that My Signature Was Forged was the correct option. I bring to their attention the fake ID information I was given by the branch, and the liaison proceeds to review the withdrawals slips and verify that the signature does not match my signature, and that the withdrawals took place at 4 different US Bank branches, in a different state, with the transactions happening within 90-120 minutes of each other. We proceed to fill out the forms, I email them in, as well as visit my branch to have them faxed in. 

I continue to fall the fraud department one to two times a day for updates as I am informed that the only way I will get any information or updates on the status, is to call them. We find out that this same individual called into the automated bank line cloning my cell number. They were able to have my bank send a verification code which went to their phone instead of mine. Once verified, they made 7 transfers from our savings account into 2 other joint checking accounts, as well as XXXX of my kids savings account. And then went into each branch and made 2 withdrawals using the fake ID and forged signature. The fraud liaison agreed that this is clearly fraud, but that the bank must make every attempt to recover the funds before they issue the credit back to me. This can take up to 60 days. {$13000.00} was withdrawal from my account. It is my opinion that this is due to the negligence of the banks attempt to notice fraudulent activity and not raise any flags. I make cash withdrawals in a physical bank branch once a year, always in XXXX, always at the same branch. After the second branch was visited, a red flag should have immediately been raised. It is my belief that the bank should offer me a provisional credit. It is a substantial amount of money, it is damaging to our livelihood, and it is damaging to our believes and opinions of the US Bank institution.

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