Consumer complaint received 2025-01-14 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: KS

Complaint narrative:
Fraudulent Checks and Vehicle Theft : In XX/XX/XXXX, my vehicle was stolen from my place of work. During this time, I was dealing with the stress of filing police reports, working with insurance, finding transportation for my children ( ages XXXX and XXXX ), and attempting to find a replacement vehicle. While managing these issues, eight fraudulent checks were written against my US Bank account. Below is a breakdown of the fraudulent checks : XX/XX/XXXX : {$500.00} XX/XX/XXXX : {$200.00} XX/XX/XXXX : {$130.00} XX/XX/XXXX : {$230.00} XX/XX/XXXX : {$430.00} XX/XX/XXXX : {$620.00} XX/XX/XXXX : {$330.00} XX/XX/XXXX : {$220.00} Reporting the Fraud ( XX/XX/XXXX ) : On XX/XX/XXXX, I discovered the fraudulent checks after reviewing my account. I immediately contacted US Banks XXXX number, where I reported the fraud, and they suspended my account to prevent further checks from being processed. I asked the representative if I was within the timeline to report the fraud and receive reimbursement. The representative assured me that I was. 

Visit to Local Branch ( XX/XX/XXXX ) : The following day, I went to my local US Bank branch to close my account, complete necessary affidavits, and move my funds to a new account. The representative I met with seemed confused about the process and had to frequently call the fraud department for clarification. Despite his lack of knowledge about the process, he assured me that I would be reimbursed for the fraudulent checks. 

Submission of Affidavits and Delays ( XXXX XX/XX/XXXX ) : In XX/XX/XXXX, I received a letter stating that my signed affidavits were inaccurate because they lacked my father 's signature. My father is listed on the account as a co-signer, but he has never used the account for withdrawals or check writing. I completed the affidavits with my fathers signature and resubmitted them electronically on XX/XX/XXXX. 

The following week, I called US Bank to check the status of my claim, and I was told that my claim was in its final stages, and I should expect reimbursement soon. 

Claim Denial Notification ( XX/XX/XXXX ) : In the first week of XX/XX/XXXX, I contacted US Bank again because I had not received my reimbursement. I was told that the claim was still in " quality assurance '' and would take a few more days. I was also informed that my previously submitted affidavits had not been received, which I confirmed had been sent on XX/XX/XXXX. Upon further inquiry, I was told that my claim had been denied in XXXX due to missing the timeline for reporting. US Bank claimed that I missed the XXXX window based on the XXXX statement and would not reimburse the fraudulent checks. They also refused to include the four checks written in XXXX, stating they were part of the original fraud. 

Visit to Local Branch ( XX/XX/XXXX ) : On XX/XX/XXXX, I went to my local US Bank branch to escalate the issue. The branch staff was unable to help and did not offer access to a manager. They told me they would continue to follow up on my behalf, but after waiting for about an hour, I had to leave for work. I was told they would email me, but I have only received one email confirming that they were still working on the issue. Despite continued follow-up emails from me, there has been no further communication from the bank. 

Recent Communication and Continued Lack of Resolution ( XX/XX/XXXX ) : After emailing US Bank to inform them of my intent to file a complaint with the CFPB, I received a call stating that they were still awaiting information from the fraud department. However, the issue remains unresolved. 

Key Points of Concern : Conflicting Information : Throughout the process, I was given conflicting and inconsistent information by US Bank representatives regarding timelines and the fraud claims process. Despite being told repeatedly that I was within the reporting window, my claim was ultimately denied because of an alleged four-day delay ( that even bank employees are unaware of ). 

Fraudulent Checks with Forged Signatures : The checks that were drawn from my account were clearly fraudulent, as the signatures on these checks do not match mine or my fathers. I have not written checks for many years, and I do not typically use checks as a method of payment. Additionally, my father, who is listed on the account as a co-signer, has never written any checks on this account in over 20 years, as he has no direct involvement in the management or use of the account. This fact should have been easily detectable by the bank. 

The checks in question were written in amounts and frequencies that were highly unusual for my account, and the signatures did not match the authorized signatories. If US Bank had conducted any due diligence or standard checks on the unusual activity on my accountsuch as the increased number of checks or signatures that were clearly forgedit would have been evident that these transactions were unauthorized and fraudulent. Furthermore, any reasonable internal monitoring by the bank should have raised a red flag, as I typically write only 2-3 checks a year, and these checks were issued in rapid succession over two months.

Unnecessary Delays and Lack of Communication : The delays in processing my claim, the lack of clear communication, and the failure to meet timelines provided by the banks own representatives have caused undue stress and financial hardship. Even after my visit to the branch and continued follow-up, my claim remains unresolved.

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