Consumer complaint received 2025-05-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: U.S. BANCORP
State: OH

Complaint narrative:
I am submitting this complaint regarding US Bank and XXXX XXXX XXXX XXXX Bank and their handling of a counterfeit check posted on my account. Below are the details of my issue : Filing date : XX/XX/XXXX Bank Names : U.S. Bank National Association & XXXX XXXX XXXX XXXX Account Type : US Bank Checking Account XXXX Issue Dates : XX/XX/XXXX and XX/XX/XXXX Description of the Issue : o On XX/XX/XXXX a counterfeit check for {$1900.00} was fraudulently deposited by XXXX XXXX XXXX XXXX without verification. The check was illegally manufactured and the signature was forged. 1 o On XX/XX/XXXX the counterfeit check was fraudulently processed without verification by US Bank and {$1900.00} was withdrawn from my checking account XXXX. The manufactured check was not on check stock, did not have a legitimate check number and had a forged signature. 2,3 o XX/XX/XXXX US Bank determined there was something wrong with the counterfeit check and charged an Analysis Service Charge of {$2.00} related to the check processing. 4, 5 o On XX/XX/XXXX I discovered the {$1900.00} related to the counterfeit check was missing from my checking account XXXX and I called US Bank and reported the check fraud. US Bank said they would send an Affidavit of Unauthorized Paper Debit form to fill out. 3 o On XX/XX/XXXX I met with bank officers at the local US Bank Branch in XXXX, Ohio to discuss the check fraud and to begin closing account XXXX and opening a new account. XXXX o On XX/XX/XXXX I received via XXXX the Affidavit of Unauthorized Paper Debit from US Bank and filled out the form. 6 o On XX/XX/XXXX I met with US Bank Officer XXXX XXXX and XXXX finished the processing of the Affidavit of Unauthorized Paper Debit and sent it on for US Bank Fraud to process. Account XXXX was closed. 3, 6 o On XX/XX/XXXX I received confirmation from XXXX XXXX that US Bank Fraud had received all the documents they needed. Both XXXX XXXX and US Bank Fraud determined that all requirements were met to enable the return of the fraudulently withdrawn {$1900.00} in 2 to 3 weeks. 7 o On XX/XX/XXXX I called US Bank Fraud XXXX to check on the fraud claim XXXX and was told by XXXX that the claim was looking good to return the {$1900.00} and the {$2.00} fee for Analysis Service Charge would be credited back. The fee {$2.00} was credited back XX/XX/XXXX on the newly opened account XXXXXXXX 2, 4, 8 o On XX/XX/XXXX I received a letter dated XX/XX/XXXX from US Bank, Deposit Claims Services stating claim XXXX was denied because Customer Duty to Examine Statement 30 days. 9 This explanation did not seem reasonable because : No one at US Bank had indicated a time limitation to report the check fraud in all my interactions with the bank starting XX/XX/XXXX. And the bank employees had stated on numerous occasions that my claim would successfully return my {$1900.00}. 
The US Bank Digital Services Agreement states You will not be liable for unauthorized transactions or electronic fund transfers involving your Consumer Accounts if you report any unauthorized transactions within 60 days of when we first deliver a statement to you disclosing an unauthorized transaction. 10 The US Bank did not mail or email a statement for account XXXX to me in XX/XX/XXXX. However, they did email a notice of a new statement for my other US Bank account on XX/XX/XXXX which might be a reasonable date of delivery of a statement for account XXXX. When a hardcopy was obtained of the statement produced by US Bank for account XXXX for XX/XX/XXXX, it does not have a production date or print date or delivery date on the statement to begin counting the 60 days from the delivery date. XXXX, XXXX US Bank performed a fraudulent deposit without verification of the counterfeit check for {$1900.00} on XX/XX/XXXX and did not analyse the check until XX/XX/XXXX when they charged account XXXX a {$2.00} Analysis Service Charge. US Bank also failed to call me about the obvious counterfeit check and the forged signature when they analysed the counterfeit check XX/XX/XXXX. The US Bank Fraud representative XXXX gave me a credit for the {$2.00} Analysis Service Charge on XX/XX/XXXX when I pointed out the charge and he also said I would be credited for the {$1900.00}. 2, 4, 8 Finally it seems that given the above, my reporting of the counterfeit check on XX/XX/XXXX seems to be within reason of good faith reporting and within 60 days of the XX/XX/XXXX analysis date when US Bank should have called me for verification of the counterfeit check. 
o On XX/XX/XXXX I called the US Bank Fraud department to discuss the letter I received denying my claim. I spoke to XXXX who did not see the letter in their system, but indicated she did see in the system that the claim was approved in my favor and they were awaiting funds. 9 Attempts to Resolve : Since the US Bank denial of claim XXXX, I have met several times ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) with US Bank officers at the XXXX XXXX and they believing the denial was not correct have made appeals on my behalf to US Bank. These appeals have failed and to this date the {$1900.00} has not been credited to my new account. 9

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