Consumer complaint received 2024-10-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: U.S. BANCORP
State: PA

Complaint narrative:
I XXXX  saw that all of my money was gone on XX/XX/XXXX Saw withdraws on US Bank Reliacard on : XX/XX/XXXX {$2000.00} card to bank transfer to XXXX XXXX last XXXX of the bank account XXXX and routing number is XXXX XX/XX/XXXX {$2000.00} card to bank transfer to XXXX XXXX last XXXX of the bank account XXXX and routing number is XXXX XXXX XXXX {$1900.00} card to bank transfer to XXXX XXXX last XXXX of the bank account XXXX and routing number is XXXX XX/XX/XXXX {$500.00} card to bank transfer to XXXX XXXX last XXXX of the bank account XXXX and routing number is XXXX *There are a couple other smaller charges, for food and other miscellaneous things posted in Florida Calls with Bank XXXX XXXX XXXX Call to bank on XXXX I called the bank and got hung up on. Called back and tried through a claim with XXXX at XXXX who told me that the machines were down and told me supervisors werent in and that they would call me back in XXXX hours- did not receive a call. Called again and was told I was being transferred to the fraud department and got hung up on again. I called again and spoke to XXXX XXXX at XXXX who told me that XXXX XXXX my dispute in wrong, she put in my dispute and sent out a dispute form in the mail. Told me I would receive the form in XXXX days and then I should fax it back to them. And that I have XXXX  days to get this paper work back and faxed to them. They told me I would receive a provisional fund in XXXX  days and will receive all my money in credit while they are investigating. 
Then the card to bank transfer money would be back in my account in XXXX  days and then the rest of the charges in XXXX  days. ( My account was then locked to stop any further transactions ) XXXX call to bank XXXX I spoke to XXXX XXXX XXXX Everything was correctly filed and on their way- via mail. I was told XXXX  days after they receive the fax I will receive my provisional funds. We went over the process of how to fax in my things and what needed to be included. 
XXXX call to bank XXXX Talked to XXXX at XXXX am. I hadnt received a dispute form in the mail and it had been XXXX  days. Told me how to recover my account, so that I could use it again. Told it would take XXXX days XXXX call to bank XXXX verified account via USbank website. Talked to XXXX at XXXX who went over how to fax in my dispute without dispute form because I still hadnt received it and the time was ticking on the XXXX  days. 
XXXX call to bank XXXX Talked to XXXX XXXX XXXX the bank had received my faxed dispute -done without actual dispute as allowed by the bank- told me she didnt know when I would receive my provisional fund. Got transferred to a Senior Rep XXXX XXXX told me I would receive provisional funds in XXXX  days starting today. 
XXXX call to bank XX/XX/XXXX XXXX I asked about being locked out of my account still. XXXX XXXX XXXX me that there was a letter sent out on XXXX XXXX for how to verify. I was told that I have to have a verified account in a certain amount of days or else my provisional fund will be taken back. 
( But I still had not received provisional funds. ) XXXX call to bank XX/XX/XXXX Talked to XXXX XXXX told her I should have received my provisional fund on the XXXX and she told me that a supervisor would call me that night. I still hadnt received the verification letter. She told me that after XXXX  days funds will be taken off until verified. I asked for another piece of the verification letter to be sent and she said that if she put in a request that night that the letter would be sent out Monday. 
XXXX call to bank XX/XX/XXXX Talked to XXXX at XXXX, was hung up on. Called again and spoke to XXXX, who told me there was a note on my account that I can only speak to a supervisor and that her computer was down and she couldnt tell me who was going to call me. Transferred to XXXX at XXXX told me that a supervisor was going to get in contact with me and that theres a XXXX hour window. I asked what if they dont call me? She told me that I would have to call again. I asked her what were other ways for me to verify my account -even though I had done it days ago- she told me I could fax in my ID and SS card and that would take up to XXXX business days or go on the app and that would like XXXX  days, or do it on the website. She told me that I would be contacted tomorrow. I was told I would receive my provisional funds in 5 days. 
XXXX call to bank XX/XX/XXXX I had not received a call from the bank. I spoke to XXXX at XXXX, shes a senior representative she told me that I would receive a call today from a supervisor and they will reactive my card. She put in an urgent escalation ticket. and that I would absolutely receive a called between XXXX. There would be XXXX different calls, XXXX from the dispute team and XXXX to reactivate my account. XXXX I did not receive a call. Talked to someone at XXXX call delayed because of holiday. 
XXXX Senior rep XXXX told me that my dispute was closed as of XXXX. lack of evidence of fraud. Told me I could reopen the case with providing new information. 
Made a police report to XXXX police and detectives name : XX/XX/XXXX XXXX Police Report. Report number XXXX Detective XXXX XXXX XXXX call to bank XX/XX/XXXX I spoke to XXXX XXXX she went over with me ways to could provide further information to tell the bank. Told me she could fax me a new dispute form, and to give it XXXX hours to be faxed. I got information what what the routing number are and the last XXXX numbers of the persons bank account who stole my money. XXXX fax wasnt faxed. The person I talked to told me that XXXX didnt hit submit, person submitted it. I called again to make sure XXXX was told that all the machines were down and no one could help me, but I had them transfer me to senior rep anyway, it was XXXX XXXX and she resubmitted it. No fax was received later that night either. 

XXXX call to bank XX/XX/XXXX XXXX told me there were tickets that havent been put through yet for the faxes theyre supposed to send me. 
XXXX XXXX Father talked to Detective XXXX XXXX from Pa Attorney Generals office

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