Consumer complaint received 2025-05-18 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: OH

Complaint narrative:
This complaint against US bank is in connection with cfpb complaint ID XXXX. US bank has completely mishandled my fraud claim and complaint, both blatantly being negligent and I believe intentionally being deceptive. After making my complaint concerning a fraud claim I filed in XXXXXXXX XXXX XXXX I received a response from the cfpb stating a letter had been sent in response to my complaint and giving me a number I can call for questions and updates. The number given to me from the cfpb is a number that goes directly to a voicemail which is obviously never checked. After leaving 6 voicemails over a 5 day period, even today I have never received a call back or answer. Finally, upon receiving the response from US Bank I was able to see how poorly US Bank has handled my claim and not taken my stolen money seriously after I trusted them with my money. I received an envelope containing 4 pieces of paper. The first being a letter informing me my account was being closed, this was issued XX/XX/year> a few days after I filed my fraud claims. This explains why I never had any knowledge of my account being abruptly closed after filing my claim, and why I didnt have time to speak with anyone since they have refused to communicate with me since the sneaky closing of my account. This letter was, I believe intentionally, sent to an address I have not lived at since I was XXXX XXXX XXXX and in high school, at XXXX XXXX XXXX I have no clue how they obtained this address or why they would send this letter there since I have never given them this address and havent lived there in over 15 years. The second paper in this envelope was a letter dated XX/XX/year>, only a few days after my claim, stating in generalizations my claim was denied due to account history, location, and pattern of use. It then states that I can have a copy of the investigation report used to come to this conclusion. Here now I am again requesting this documentation for the third time as the first 2 times I have requested it Ive been ignored. I would like it to include this account history, location and pattern of use information relied upon to deny my claim in detail including specific reasons. I further know they have blatantly mishandled my claim as the third letter dated XX/XX/year> in response to my first cfpb complaint, states they are responding to my complaint for my claim in the amount of {$19000.00} This is the first evidence they have mishandled my claim as I have never filed a claim with them in this amount, my claim was actually no where near XXXX at all in fact it was closer to half that amount. So what claim are they responding to or considering because its not mine. Further, this letter is incomplete as it ends with However, .. Thats the beginning of a sentence, where is the rest of the letter? These are all one sided pages.I am further put on notice that they have mishandled my claim as the XXXX page is an incomplete list of transactions supposedly included in my claim. First of all this is page 2 of 2 of the transaction list, so where is the first page? Secondly, the dates and transactions that are included are incomplete as it only has some of the transactions and dates I claimed. Specifically, there are only debit transactions on this list. However, on the dates listed I made fraud claims on both debits and credits on my account as the fraud included both money being deposited and taken out of my account. But none of the credits are being included. Because of the discrepancy in the total amount and the incomplete list of transactions not including the credits to my account, I know for a fact that they could not have effectively investigated my claim and are probably using both transactions I did not include in my claim and obviously not considering some transactions I did include in my claim. This is unacceptable from US Bank, as I expect my claim to be handled correctly and taken seriously. Especially since my account was closed in retaliation and this is being used to avoid contact and communication with me.

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