Consumer complaint received 2024-08-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: U.S. BANCORP
State: CA

Complaint narrative:
On XX/XX/2024, I ( XXXX XXXX ) responded to a TEXT from XXXX implying a dollar amount of {$XXXX} is in question. I RESPONDED ( XXXX XXXX XXXXXXXX ) because I had sent money to a friend for {$XXXX} and was immediately concerned. When I talked to the scam artist, I ignored the {$XXXX} and asked about the {$XXXX} amount. I realized that this was probably a scam however the scammer gained access to my accounts via a LEGIT share application, I immediately called US Bank Fraud Dept. They immediately froze all my accounts. I agree that this is the right process to follow. My problem is how they have handled the situation and the incredible mess that is still going on after 3 + months!! 
All accounts linked to my ATM/DEBIT card were immediately frozen which I approved of HOWEVER, I tried to explain that no money or transactions were moved. I was questioning the {$XXXX} amount and if it had been picked up by my friend. She had not picked it up and I called XXXX and asked them to return it back to me which they did after confirming that the recipient approved the transaction. 
After this, all XXXX broke out. I was leaving for XXXX and wanted to confirm that I had access to funds while I was traveling so I went to the branch in XXXX in XXXX XXXX XXXX, CA. I asked for access to my accounts using my card and that I would not leave until I had my problem solved and access to money while traveling. The Branch Manager, XXXX XXXX, assured me that outstanding checks would be paid through the NEW account # XXXX and she would watch it daily. I insisted on staying until I had my problem resolved and cash available when in XXXX. She said our joint credit card could be used which I did use however my debit card was not available for use because of fraud. XXXX XXXX helped me and I was able to call the back office of US Bank and get my debit card activated while I was there so I left feeling safe. 
While being helped at the bank, I discovered that the Branch Manager had called the sheriff 's department stating that I refused to leave which is absolutely not true. I was NEVER ASKED to leave and she did not even discuss with me that there was any concern!! I called the sheriff 's department and it was confirmed what the Manager had done and they did show up but I had left. This is deplorable. A person who was in XXXX when this was happening, called XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX stating that an elderly customer ( XXXX- I'm XXXX ) was being XXXX  and threatened by the bank and I received a call from the County asking if I was okay and the department told me about Senior Protection laws. I also learned I could contact the XXXX XXXX XXXX XXXX XXXX Department and report the attempted scam to a detective XXXX. He called me and we discussed the situation. 
I left for XXXX on the XXXX of XXXX returning XX/XX/XXXX. My husband is ill and unable to travel so he was at home. We had friends visit him and see to his needs. He is XXXX XXXX XXXX. 
When I returned, our accounts were frozen. No checks were paid, our Social Security was returned, my husbands ' pension returned, our car insurance cancelled due to returned items, our supplemental health insurance payments ( 2 ) not paid, and our credit score lowered. The bank also opened another checking and saving account without any signatures. THIS account came with approval for a debit card so that was set up and immediately CANCELLED!! because the situation was still not resolved because we had to change our ACH transactions of Social Security and pension credits. We live off these amounts. We went to XXXX  XXXX XXXX and opened all new accounts. We withdrew our funds and waited to start fresh. 
In the meantime, our two ( 2 ) credit accounts that were set up to auto-pay were not getting their monthly pay because the accounts were frozen. The 2 accounts were WITH US Bank. They are paid automatically FROM our checking accounts with US Bank and ACH to the credit side of US Bank however the credit side does not ever relate to the banking side so they bounced and we were charged a fee. ALL letter-head says US Bank but that's a JOKE!!! One account is a joint account that I have with my XXXX XXXX XXXX mother!!! She was very worried. 
So ... XXXXwe had two checking accounts and two savings accounts opened and closed and finally a 3rd checking account opened that was not frozen so that direct deposit could go into that account and once it was established and working, the bank would close the other 4.

Every time we called, we got different answers. Letters were mailed but did not ever arrive in time to relate to what was happening at the time we needed to know. We were told : you can't have your money we will pay against your new account ( told this by branch and back-office numerous times ) we can't see your transactions on our side go to your branch- they can help ( told a payment was paid and it wasn't ) and the biggest problem is : THERE WASN'T ANY FRAUD OR DISPUTE. THE PROBLEM WAS THAT THE ACCOUNT WAS SCAMMED AND YES - I WAS RESPONSIBLE AND APPROVED THE ACT OF FREEZING THE ACCOUNTS HOWEVER MONEY SHOULD NOT HAVE BEEN THE ISSUE AT ALL!!! The {$XXXX} which was actually {$XXXX} because XXXX added a fee was a LEGIT TRANSACTION!!!!! The account was compromised but no money lost and US Bank is NOW saying we owe them {$XXXX} and they are taking action against us!!! It's possible XXXX owes the bank however I have no idea how to prove it. There are many credits and debits for {$XXXX} from our accounts and XXXX. NONE of these transactions were made by us. They were all done by XXXX and US Bank. 
As seniors, I feel we're being taken advantage of and bounced around by US Bank. They are not respecting the facts, can't state a consistent answer and no one speaks to anyone in any other department. We are made to believe we are criminals, a problem, and XXXX. NO ONE SAID " LET ME SEE WHAT I CAN DO '' except for XXXX XXXX. He tried. This is a perfect example of a bank taking advantage of customers and bullying seniors. I want the bank to : pay for an outside audit team ( NOT THE BANK AUDIT DEPARTMENT ) and review all this mess. Both my husband and I are physically ill and can not get ANYONE TO HELP US EXCEPT FOR ONE MARVELOUS EMPLOYEE XXXX XXXX from " The Office of the President ''. ( whatever that is??? ) He treats us with respect and tries to help however ALL THIS needs to go to the Board of Directors and CEO and we need an attorney. NO ONE WILL LISTEN TO US.

We want this to be audited by an independent financial audit firm & all attorney fees paid by US Bank. Letters of apology sent to all vendors who have been led to believe that we are credit risks. We want a formal apology from the CEO and ALL FEES INCURED PAID BY US BANK. ( they are saying we caused the problem and we must pay any fees. We've both worked for over 40 years. We've been married to each other for 50+ years. Right now, we feel beat-up, tired, sad and angry. We really can't afford to pursue this however we will..

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