Consumer complaint received 2025-09-15 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:
I opened a new checking account online with US Bank on XX/XX/XXXX. I never received my debit card that US Bank claims to have mailed out for my new account. On XX/XX/XXXX, I received notification from US Bank that a check written out for {$4300.00} to the order of XXXX XXXX was deposited to my checking account at XXXX XXXX  at US Bank branch ATM # XXXX located at XXXX XXXX XXXX XXXX XXXX, XXXX. I do not know who XXXX XXXX is, and I assume it is likely a bogus name. I did not authorize this transaction nor did I endorse the supposed check. 
One ( 1 ) minute later at XXXX XXXX, a {$20.00} unauthorized withdrawal was processed at the same ATM from the same ( my ) account using the debit card associated with my new checking account, card ending in XXXX. Since I never received my debit card, it was clear to me that somebody had stolen my card out of the mail and was now using it for fraudulent activity. It should be noted that I never received my card, therefore I never activated the card. How this person was able to use the card without activating it, is beyond my understanding. 
Later the same day XX/XX/XXXX at XXXX XXXX, there was another unauthorized ATM withdrawal processed at the same location but this time for {$500.00}, again using the stolen debit card ending in XXXX. 
On XX/XX/XXXX at XXXX, the deposit from the fraudulent check of {$4300.00} was reversed by US Bank XXXX XXXX XXXX XXXX XXXX not on the ( my ) account, which is true because I ( XXXX XXXX ) am the sole person on the account. 
On XX/XX/XXXX at XXXX XXXX, the stolen debit card was used one last time to make an unauthorized purchase of {$35.00} at XXXX XXXX XXXX Ca. 
I alerted US Bank to this fraudulent activity the morning of XX/XX/XXXX, which they promptly filed respective claims for these unauthorized transactions. 
US Bank has since sent me a copy of the fraudulent check which shows my name was used to endorse the check. The endorsement is a forgery and does not even closely resemble my authentic signature. The check originates from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, PA XXXX using XXXX XXXX  and XXXX I received two letters from US Bank dated XX/XX/XXXX. The first was a notification from US Bank stating that the unauthorized transactions of {$500.00} and {$20.00} I alerted them to were under review. This letter included a Statement of Fraud form. The second letter was a notification stating that US Bank had completed its research on the aforementioned {$20.00} transaction and determined it was unauthorized and no further action was needed. Because of this second letter I received the same day, I did not submit a Statement of Fraud. 

I received one letter from US Bank dated XX/XX/XXXX. This letter was a notification that the debit card transaction of {$35.00} I alerted them to was under review and US Bank requested a Statement of Fraud be submitted by XX/XX/XXXX. 

I received one letter from US Bank dated XX/XX/XXXX. This letter was a notification stating that US Bank had completed its research on the {$35.00} debit card transaction and it was determined to be unauthorized. Because of this letter, I did not submit a Statement of Fraud. 

I received one letter from US Bank dated XX/XX/XXXX. This letter was a notification stating that US Bank had completed its research and determined the {$500.00} transaction was authorized and the provisional credit that was issued to my account would be reversed on XX/XX/XXXX. This would leave my checking account balance negative, at - {$500.00}. 

I received two letters from US Bank dated XX/XX/XXXX. The first was a notification from US Bank stating that the unauthorized transaction of {$4300.00} I alerted them to was under review. The second letter was a notification stating that US Bank had completed its research on the aforementioned transaction and no further action was needed. 

On XX/XX/XXXX ( XX/XX/XXXX ) I contacted US Bank at the number provided on the claim denial letter ( XXXX ). I requested my claim be appealed and reviewed as well as provide proof of reason for denial. During this phone call, I was told that the reason for my denial was that US Bank had PROOF that the stolen debit card in question was delivered to my exact address. Upon request over this phone call, US Bank was unable to furnish this proof. My request for appeal was submitted and I was told I would received a phone call within 48 hours regarding the matter. 

Later that same day on XX/XX/XXXX ( XX/XX/XXXX ) I received a return phone call from US Bank representative XXXX informing me that my claim appeal was denied. Again, upon request for proof of reason for denial, US Bank was unable to furnish documentation citing they did not have access to it. 
I asked this representative, supervisor XXXX, what the investigation and appeal process looked like. I was told that upon US Bank receiving a claim, an agent is assigned to the case and is responsible for researching and reviewing all that is necessary to make a decision. She told me she was in fact the agent responsible for my particular case and she was the sole party responsible for denying my claim. I was told that upon US Bank receiving a request for claim appeal, the case would be escalated to somebody for further review of the case for any potential oversights or errors made. XXXX told me that again, she was also responsible for my particular case and appeal. 
I find this to be extremely unprofessional. It is not fair that my appeal be directed to the same person who denied my case in the first place. The representative themself said that there should be XXXX eyes on the case and I agree with this. Why was there no oversight? Surely she is fallible and prone to making the same mistakes and biases. 
Moreover, I learned that this representative had the opportunity to call me and allow me to state my case before making a final decision on the appeal. She did not reach out, and simply denied my claim again without any attempt to contact me regarding more information. I find that to be unprofessional, especially as a proclaimed supervisor. 

Lets move on to the facts of the multiple unauthorized transactions I alerted US Bank to. To date ( XX/XX/XXXX ), all four transactions and their respective claims have completed. 
{$4300.00} check deposit ( fraudulent/forged check ) - APPROVED {$20.00} ATM withdrawal ( stolen debit card ) - APPROVED {$500.00} ATM withdrawal ( stolen debit card ) DENIED {$35.00} POS Debit card transaction ( stolen debit card ) - APPROVED Considering all transactions, the research and details associated with each transaction, and the final decisions of each claim, there should be no question that the {$500.00} transaction was unauthorized. Surely, if US Bank themselves have determined all other transactions to be unauthorized, what is different about the unauthorized {$500.00} ATM withdrawal? It was made the same day and location as the unauthorized {$20.00} withdrawal whose claim was approved. 

I did not authorize any of the above transactions listed. In fact, I couldnt have because I never received the checking account debit card. Because I never received the debit card and it was stolen, the card was never activated. If the card was never activated, how was it able to be used? 

XXXX XXXX whom I spoke with over the phone claims that there is proof the card was delivered to my exact address on file. Where and what is the proof? I did not sign for any letter nor have anybody accept or sign for on my behalf. Unless the card was sent via XXXX or XXXX XXXX Mail with signature required, I dont see how there can be any proof of delivery. 

I have submitted a police report to XXXX XXXX Police Department regarding this matter. 
I have submitted a complaint with the Consumer Finance and Protection Bureau regarding this matter. 
I have submitted a complaint with the California Department XXXX XXXX and XXXX XXXX regarding this matter. 

I did not authorize the {$500.00} ATM withdrawal and request that the {$500.00} credit be reinstated to my account in full, and request any/all fees/deductibles be dismissed. 

Thank you, XXXX XXXX

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