Consumer complaint received 2023-03-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: U.S. BANCORP
State: FL

Complaint narrative:
I have many issues with US Bank. I have attempted to remedy this for over two years via both the branch and recently with the office of the President. 
I have audio of both the fraud department and the branch manager admitting that there were internal errors that caused significant damage to my monetary assets in three accounts. I also have statements that reflect the issues.

# 1 lost/stolen cards being active for more than 2 years # 2 lost/stolen cards having activity and US failing to return my money. 
# 3 enormous amounts of over draft fees that do not reflect being over drawn in accordance with deposits & balance sheet # 4 US Bank failed to return overdrafts per their policies # 5 reported inaccurate information preventing me from going to another Bank and forcing me to continue with them. 
# 6 caused significant damage to my monetary assets *Example card XXXX was reported as hacked XX/XX/XXXX via branch location and a temporary replacement card received. That card was to be deactivated at the moment the bank was notified and temporary card activated. The card continued until XX/XX/XXXX. 

This was the case with two other cards as well. It was obvious that the activity was being permitted both the fraud department and branch both on recorded audio stated the card ( s ) should have immediately been deactivated and no activity been permitted. 

I flew into the branch from Florida to Ohio to meet with the Branch manager. He contacted the claims division at which time they told him " he had a duty to make right the wrongs and to return all money that had been removed from my accounts both with the cards and the overdrafts '' On the recording he stated the loss was too great for the branch and would have to be handled by the office of the president. 

The office of the President contacted me and requested I highlight every transaction from each of the accounts and each of the lost/stolen cards as well as overdrafts that should've been returned. 
They were aware of the audio recordings I played them for them over the phone. She requested I not make a complaint with either the comptroller of currency nor the consumer financial protection agency as it would prevent them from investigating. 
They mailed me four years of bank statements but did not include where to send the statements back to nor send an instruction letter as XXXX had stated she would. 

I work XXXX jobs and it's been a very difficult task to go over thousands of transaction and highlight of even make logical sense of the over drafts. They are not showing what was over drawn just an amount for example as shown on the samples I've sent to you. It truly looks like they simply charged me {$95.00}, {$1800.00} in a single month another {$1300.00} the following and this practice goes back to the very beginning of the accounts and continued on over drafts but the balance sheet and the deposit sheet reflect otherwise. 

I signed up to have any transactions be denied if funds weren't available and linked by DBA account to my personal account to avoid overdrafts however I was told it was showing that it was set up that way but the internal bank error was creating an over ride. 

Everyone I speak to at US Bank does the same thing... Customer service sends me to fraud, fraud sends me to claims, claims sends me to complaint department, complaint department sends me to a supervisor and no one returns my calls. 

I'm very upset as would anyone who trusted their money to be safe in a large bank. I have had bank accounts with XXXX XXXX and XXXX XXXX XXXX and never had these errors. 

I requested all accounts to be frozen while they investigate yet they did not and continued to allow transactions once again putting my account into over draft.

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