Consumer complaint received 2025-08-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: U.S. BANCORP
State: MO

Complaint narrative:
On XX/XX/year> I closed two accounts I was joint on due to separating from the individual and a restraining order filed with the individual. I spoke with XXXX XXXX with US bank in XXXX Mo and XXXX the branch XXXX. The accounts were negative at the time due to XXXX transactions I had made to get money out of them when the other individual had also been making withdrawal transactions. The XXXX transactions were reversed and accounts were in good standing. On XX/XX/year> I called XXXX XXXX to let her know transactions that were pending in the amounts of XXXX total getting venmoed out to XXXX XXXX had been reversed, she said dont worry girl I got you Im putting the money in your new accounts that said individual is not on and closing these other accounts you were joint on on my mobile banking it showed them as closed and removed. On XX/XX/year> a mobile transfer of XXXX was made from my single owner ( me XXXX XXXX ) account was made, the money was transferred to the supposed closed joint account. I then called the branch wanting to know what has happened. I spoke with XXXX the branch manager of the XXXX Missouri location, she said explained to me that the individual had got my online banking information by calling and had my new account info he was not on and logged in to then make the transfer. I then called my mother and we went in person to the branch, I talked with XXXX she said that it was fraudulent since he was not on the said account, and that I could dispute it and I would get the XXXX he took back. I then opened all new accounts on XX/XX/year> and had my online banking restricted and a password to protect my accounts from him gaining access again. XXXX told me that I could also get an IP address of the device used to gain access to my online banking I would have to call the fraud dept to gain that access. On XX/XX/year> I called the fraud dept to follow up on the fraudulent activity on my account and get the IP address to give to the police when I made a report to them on XX/XX/year> they said that at the time they could not access it due to a system outage and to call back the next day XX/XX/year> I called once more and was told that they could not give me a IP address but could give me the device type which was an XXXX at XXXX XXXX and was used on XXXX on XX/XX/year> to login and made the transfer. I then gave them my police report number and was told that I would be receiving a dispute form in the mail to fill out and I would get the XXXX back within ten days. On XX/XX/XXXX I went into the branch confused about the transaction history I was given prior showing the transfers of funds, the funds that were mobile banking did not go into the account it was said to transfer to. I talked with XXXX that day and she claimed it was all due to the transactions made on XX/XX/year> which does not sound believable due to the accounts not showing the transactions at all. I also questioned why I hadnt got my reimbursement for the fraud they said it would take 90 days since it was such a large amount and the manager XXXX told me that. I then left. Today XX/XX/year> I called the fraud dept wanting to know the progress of my fraud they told me a fraud dispute was never filed, so I asked why? And they told me since the money that was transferred out of my PERSONAL account fraudulently was put into the CLOSED joint account that there was nothing they could do about it and I would have to get a lawyer and fight it through Civil court. So not only have I been waiting months for money I was told by both the branch manager and staff and fraud dept, I find out a fraud claim was never actually filed by either of them and that I was lied to and that a person can take money from an account they are not on and get away with it. I feel very violated, I have trusted US bank for many years, I very much promoted them. But not after today, I personally work for a bank and this is absolutely not ok especially after I was told that I would get my money back and everything would be ok. I am now struggling financially because of this bank Error and im professionalism. It feels as if the bank has made an error and are putting the blame on myself the victim, fraud is fraud. Someone should not be able to take money from an account they are not on and get to take it. Why would I put money back into an account I closed days prior? That also does not make any sense and I am seeking justice for this wrongdoing and will do everything in my power to get the money that was stolen from me back.

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