Consumer complaint received 2025-07-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: U.S. BANCORP
State: CA

Complaint narrative:
My checking account with US bank was accessed without my knowledge or permission. However, I came to find out who did it. There was countless charges made to gambling sites, one inparticular. My account was drained of everything I had in it, around XXXX $ I had a conversation with a very pleasant and even heart to heart talk with a bank representative who was very compassionate & understanding, with that being said, during the conversation I shared with her that I gained knowledge of who had made a lot of the unauthorized charges. During our conversation she expressed to me that it seemed as if all of the charges were made by the same person. I explained that I was told they were not and that was all I had to go off of. I requested certain charges be removed from the dispute made prior to gaining knowledge of who made the unauthorized charges but to proceed with the other charges. I made this request due to the fact that I gained knowledge of who did it and given the fact that the dispute was filed stating I did not know. Although true at the time I first made the dispute I felt it was the right thing to let them know what I had found out. The conversation concluded with me confirming yet again that I did not give permission or have knowledge of the charges made. And after going over all the charges and having her dispute only the ones I was told by the person who accessed my card they did not make she agreed to file a dispute only for those. However, she had expressed her personal opinion which only later did I realize was the likely contributing factor as to the reason behind my claim being denied all together & without investigation. I believe upon her contacting the disputes department she expressed her personal opinion at which time it was decided no investigation would be done and all disputes would be denied. Ensuring no preliminary credit would be issued and Id be left with nothing. I needed the credit to get by, to pay for the basics such as gas etc. However, there was no further action taken and instead my account was closed and left with a negative balance. I never received anything regarding the charges and every time I try to access any statements online I get an error message, the same one everytime. It seems very strange to me that I cant access any records showing any activity on my old account but somehow out of the blue and for the first time I received a statement in the mail for XX/XX/year> to XX/XX/year> that shows only that the ending balance on XX/XX/year> was XXXX. Why did I receive a bank statements showing a negative balance but NOTHING showing all the unauthorized charges and nothing regarding the closing of my account without notice. All of which was done prior to any resolution or even an attempted resolution of my claim. It is absolutely shocking to me how everything was handled by US bank especially since I was recently informed of the fact that all charges could have been disputed regardless of if I gained knowledge of who accessed my account. At no point in time was that fact disclosed to me or any option to do so given to me. There lack of protection not to mention concern leaves me in awe, it's mind blowing really. I have been left with serious financial strain & hardship over this. It seems as if it was the banks way choosing to simply not deal with the situation or assume any liability for not stopping the activity and allowing my account to be drained of every dime! Please if there's any help you can provide me in getting back any of my money I would be so very grateful or at least get the Bank to explain why they'd allow such a thing to happen in the first place & do nothing regarding any of it. I appreciate your time & any help you may be able to provide. Thank you so much.

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