Consumer complaint received 2025-08-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: U.S. BANCORP
State: CA

Complaint narrative:
On XX/XX/XXXXXXXX, I canceled auto-pay for my U.S. Bank credit card ( scheduled for XX/XX/XXXX ) via the mobile app the only method available to me. This was 8 days in advance, which met their policy. 

Despite this, on XX/XX/XXXX, U.S. Bank made two unauthorized withdrawals from my checking account totaling over {$1300.00} to pay off my credit card in full ( {$1200.00} amount plus fees for overdraft which THEY CAUSED - I WOUDL HAVE HAD AROUND {$200.00} MEESLY DOLLARS TO MY NAME BUT THIS UNAUTHORIZED CC PAYMENT/S WHICH I HAD TAKEN CARE OF 8 DAYS PRIOR * TURNING OFF AUTO PAY FOR UPCOMIG PAYMENTS AND PAYING A MIN PAYMENT OWED FOR THE TIME BEING XXXX XXXX XXXX  SENT ME INTO OVERDRAFT BECAUSE I HAD JUST ENEOUGH TO PAY RENT/BILLS WITHOUT GOING OVER IF THEY HAD NOT DONE THIS TO ME ). I had already made my minimum payment the same day and was not required to pay the full balance. 

The week prior, my checking account had already been charged $ XXXX in overdraft fees. The $ XXXX unauthorized withdrawals from their end caused XXXX XXXX XXXX another XXXX XXXX XXXX overdraft - AFTER THEY HAD SCOLDED ME FOR " NOT BEING MORE ON TOP OF MY INCOMING AND OUT GOING FUNDS '' WHEN DENYING ME ANY over draft fee reversals. 

Instead of reversing the unauthorized payments directly back from my credit card, U.S. Bank took a cash advance from the same credit card without my consent, mislabeled it as an overdraft protection fee, and deposited it into my checking account. They charged me a cash advance fee for this and used one of my limited cash advance allowances. This was not a fix it was a workaround that reduced my available credit and left my finances disrupted. 

On XX/XX/XXXX, despite having $ XXXX in available credit on my cc and no spending restrictions, my {$320.00} purchase was resulting in " failed '' with the merchant ( not " declined as it would with insufficient funds ) without explanation. I was on hold for 56 MINUTES after stating it was a somewhat urgent matter as I was at the store and needed to pay ( I could have been ARRESTED OR PENALIZED THANK XXXX IT WAS A SITUATION THAT I HAD THE ABILITY TO GET AN INVOICE- THIS IS BAD!!! ) I was promised resolution FOR MY REVERSAL FEE THAT PERTAINED TO THE XXXX {$1200.00} " CREDIT CARD PAYMENT '' in 35 business days BUT IF POSSIBLE 1-2 AS IT WAS BEING '' ESCALATED '' UNDER THE circumstances ( they made the error not ME ) ; it has now been more than 5 business days with no refund or permanent resolution. They in fact took " back '' {$1100.00} ( why that amount I do not know ) FROM THE SAME CC AS A CASH ADVANCE AND " TEMPOARARY OVERDRAFT '' PAID TO MY CHEKCIGN ACCOUNT VS THE BANK TEMPORARILY DOING SO WHICH WOULD HAVE BEEN APPROPRIATE - THEY DID ANOTHER FINANCIALLY HARMFUL, UNAUTHROZIED ACTION STEP THAT HURTS ME ME AND ONLY ME XXXX XXXX XXXX XXXX XXXX XXXX without communication, under a false promise that still has not been delivered. They are doing what they can get away with. PLEASE HELP ME! 



Impact on me : $ XXXX in overdraft fees ( week prior XXXX tried to have the excessive amount of {$36.00} fees refunded in the duplicate cases but they refused and did not allow any leniency whatsoever claiming " new policy '' put this in place and won't allow for refund even though I have a 100 % CLEAN history of any overdraft incidents since banking with them 1 year ago ). 
$ XXXX in unauthorized withdrawals from checking. 
Cash advance fee and lost cash advance availability. Did so under a misleading " overdraft protection label '' which they obviously create, but in the " details '' I found that it was a " transfer of funds '' from MY CREDIT CARD AVAIL CASH ADV $- WHICH IS LIMITED AND REDUCED TO A 1X ONLY- WHICH THEY USED WITHOUT MY PERMISSION FOR A duplicate cc payment THEY WITHDREW FROM MY CHECKING " BY MISTAKE '' AFTER XXXX XXXX XXXX XXXX I had turned auto pay OFF XXXX XXXX XXXX XXXX 8 days prior to the " pending '' payment date of withdraw ( XXXX turned off on my app, and XXXX charged me on their online system without authorization claiming I had to know to backtrack FUTURE payments and turning autopay off didn't solve this - I had to know to go backward, for a future payment, for 2 auto pays that would be withdrawn 8 DAYS LATER- NOT COMMON SENSE DECEPTIVE AT BEST. 
Disrupted bill payments and declined purchases despite available credit. 
Financial instability, XXXX, and significant time lost addressing this matter- please note : I was put on hold multiple times, hung up on, redirected back and fourth, given completely polarizing opposite information regarding the same matter in reference to days to expect my reversal ( including suprivisors who I had been directed to when no one was capable of assisting ). This truly has harmed me financially, and my mental health has suffered. I have lost days, hours, and good standing because of this. It's such a violation. For good reason now I have to have funds go elsewhere, and open a new account etc which couldn't be a worse time for me for other financial /health/ work reasons. So much time, direct access to money, emotional, Finacial harm has been done under their deceptive communication, and poor culture - greed driven and structure lacking operations that are not okay and need to be monitored and shut down with a sense of urgency.

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 monetary relief