Consumer complaint received 2026-02-21 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: AR

Complaint narrative:
I am filing a complaint regarding U.S. Banks handling of my Regulation E dispute, the immediate closure of my account, and the severe financial hardship this has caused me.

I reported multiple unauthorized transactions involving XXXX XXXX  merchants, which appeared under several different names ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The bank split these transactions into multiple separate cases with different outcomes, including partial credits, provisional credits, denials, and final credits. They also allowed charges to continue from that XXXX XXXX after the date of the complaint. I still do not know the total amount or which charges were included or excluded. No one from the bank explained the charges to me or walked me through the investigation. 

The denial letter referenced behavioral patterns, but I do not have any pattern of using gambling or sweepstakes merchants. The bank never contacted me to ask about my spending habits, never asked clarifying questions, and never provided any evidence to support this claim. For transparency, I want to note that I have used online gaming sites in the past, but nothing even remotely close to the volume, frequency, or pattern of the transactions that were disputed. The activity that occurred on my account was extreme, rapid, repetitive, and completely inconsistent with my normal behavior. It does not resemble anything I have ever done. The banks claim that this matched my behavioral pattern is simply not accurate. 

On the first day I called to report the unauthorized transactions, the representative disconnected accidentally and never called me back. I never completed my claim or received information about next steps. I do not know what she submitted or how many claims she opened. I called back and spoke to another representative that said she could see the previous rep still working in my account and she gave me her name and number and told me the hours she worked and said u could call her back later and get more information. I called back when she said she would be available and working. a different rep answered the phone. I asked for the girl that I spoke to before and the girl that answered said put me on hold then she came back and she asked why I needed to talk to her. I said well because Ive had a conversation with her before and Im supposed to follow up with her. she was very rude so I got off the phone with her. At this point I still have not received a return call from the first girl that I spoke to that I was disconnected from or anyone else. When I called again about a week later because no one had contacted me, another representative told me he added a couple XXXX more disputed transactions. After that, I never heard from anyone. I have been waiting since XX/XX/XXXX with no communication or guidance. Representatives were rude and dismissive when I called for updates, and acted as if what I said did not matter. The last representative I spoke to told me that everything is denied, that I would be charged back for all provisional credits, and that they may not allow me to appeal. The extent of all my conversations are just what I told you no one ever asked me any questions or anything at all that it was a very uninformative not very helpful calls investigation, etc..

The bank claims they sent me letters, but I only received a few. They also did not appear in my online portal until after I complained about missing documents. Even the disputestatus section of the website was broken for weeks until I reported it. I had no way to see what was happening or understand the status of my case.

I also want to note that I never received any letter informing me that my account was being closed or that U.S. Bank was severing its relationship with me. I was never warned, never notified, and never given any explanation. I only discovered the closure when my direct deposit was rejected. Because of the closure, I have been unable to open another account anywhere else. 

This has caused severe financial harm. I can not pay my bills. I have disconnect notices and reconnection fees. I do not have money for basic necessities like food and water. This hardship is directly caused by the banks actions and their refusal to properly investigate the unauthorized transactions. 

I want to clarify that I am only requesting U.S. Bank to reopen the transactions that were denied or left unresolved. If any credits were marked as final, I am not asking for those to be reopened. I am only asking for the denied and incomplete portions of the dispute to be properly investigated. 

I am requesting that the CFPB require U.S. Bank to : XXXX. Reopen and properly investigate all denied or unresolved XXXX XXXX transactions as one consolidated dispute. 
XXXX. Provide a complete accounting of all disputed transactions and all documentation used in their investigation. 
XXXX. Explain why they referenced behavioral patterns without ever speaking to me or gathering information about my actual usage. 
XXXX. Address the financial harm caused by closing my account and refusing to credit unauthorized charges. 
XXXX. Restore access to my funds while the dispute is properly reviewed.

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