Consumer complaint received 2024-07-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: CA

Complaint narrative:
The following is a break-down of the continued investigation regarding Forged Endorsements, Signatures, and failure by US Bank to properly investigate. On or around XX/XX/XXXX I was contacted by our accountant inquiring about what at the time was two checks that were paid by US Bank that were not listed in my accounting ledger. Upon receiving this information I contacted my local branch and asked for copies of the check ( s ) in question for my review. Upon receiving copies of check number ( XXXX ) in the amount of ( {$11000.00} ) with a date of XX/XX/XXXX and a secondary check number ( XXXX ) in the amount of ( {$7000.00} ) dated XX/XX/XXXX it was apparent that the information contained was never authorized by me and the signatures in question are forged. Based on this information on XX/XX/XXXX I opened a claim with US Banks fraud department. In addition, due to the forgery and compromised account I attempted to close the account ( XXXX ) but was told the account could not be closed due to being overdrawn due to the recently discovered fraud. 

Upon opening my claim I was instructed to go to the closest bank branch and I would be given an affidavit of forgery to fill out and send back with any supporting documents. The following day which was Saturday XX/XX/XXXX I arrived at my local branch and explained the situation at hand with XXXX XXXX who reviewed my account but notified me that no Affidavidts had been sent over for me to pick up. The following week, I received a call from XXXX XXXX outlining that my Affidavit of Forgery was received and ready for pick-up. Subsequently on Thursday XXXX XXXX my husband and I arrived at the branch in which we were given the paperwork and instructions of how to proceed. 

Due to the nature of the theft at the time of discovery we knew very little about the actual crime or what we were facing other than two checks were cashed utilizing my signature. However, based on the protocol set-forth by US Bank XXXX XXXX XXXX separate Affidavit of Unauthorized Paper Debit for the two checks we knew were fraudulently utilized to obtain money. Secondly, I contacted the XXXX Police Department and I filed my initial claim on XX/XX/XXXX. Despite not having a formal law enforcement report I was given a temporary report to at least share with the Bank and get the claim process started according to the Officer. On XX/XX/XXXX I emailed over the initial information I was given for processing. Subsequently, on XX/XX/XXXX I received a call that my initial report was ready for pickup and I could either pick a copy up at the station or one could be emailed. Upon picking up the initial report I was told by records that my case will now be assigned to the Financial Crimes Division and additional information will become available as the investigation progresses. According to our initial completed report ( XXXX ) the officers narrative clearly outlines their initial review of the documents, and at that time classified the loss as Check Forgery/Stolen Checks XXXX ( See EXHIBIT A ) Over the duration of the next several weeks without any notification or temporary credit which was told to me by the claims department would be issued within XXXX to XXXX business days, I started calling for updates. Over the next several weeks, I was told they saw the claim in the system and it should be any day before the temporary credit is credited while they work with me to resolve the claim. On Thursday XX/XX/XXXX, I once again made contact with the claims department. During this conversation I was informed that despite all the information which they made me believe, US Bank informed me that my claim had been denied due to not reporting the incident within 30 days from the mailing of my account statements. In addition, the US Bank XXXX XXXX XXXX cited XXXX Code XXXX and even cited the responsibility to report any items that have been forged or altered to the bank within a reasonable time not to exceed 30 calendar days. ( See EXHIBIT B ) Due to my frustration of the investigation and handling of the claim. On XX/XX/XXXX I conducted a letter and sent my letter along with any new information which may assist in reconsidering the current state of my claim. ( See EXHIBIT C ) Based on my frustration the following Thursday XX/XX/XXXX which was my next day off my husband and I went to my local branch to discuss the matter and ask for additional assistance. Upon my arrival with a scheduled appointment set with XXXX XXXX we were passed over to XXXX XXXX who introduced himself as the XXXX XXXX. Over the next forty-five minutes I clearly outlined my position including notifying all parties that from XX/XX/XXXX through XX/XX/XXXX I was out of the country on assignment as a traveling nurse under contract. It was at this point that XXXX XXXX informed me that a new person in the claims department had reopened my case and they were working with XXXX XXXX  to get my money back. 

Upon hearing this information, I further informed XXXX XXXX that on XX/XX/XXXX at XXXX am the XXXX Police Department issued a supplemental report to ( XXXX ). Furthermore, I outlined that the basis for my denial was that I did not review my bank statement ( XXXX ) and notify US Bank within the 30-Days as outlined in my Depository Handbook. Moreover, I outlined that this was an ongoing investigation and it was verified that I was in XXXX XXXX from XX/XX/XXXX and returned Friday XX/XX/XXXX. Based on the new information including a very detailed outline of the matters in question I included a letter dated XX/XX/XXXX. Upon our departure I indicated that Law Enforcement was working on a Subpoena to review the records but concerns surrounding the endorsement of the ( checks ) have raised a more important concern. ( See EXHIBIT D ) Moving forward and despite notification that there was a new assigned claims person on my account and after several requests of a contact name or where to send additional information since the case was on-going I was told by XXXX XXXX that she was only available by email and that all documents should be directed to him and he will gladly work to get this matter resolved. On the contrary to what was conveyed, the following day I attempted to send an email with additional information which was provided to me that morning by law enforcement, only to be notified that XXXX XXXX was out of the office on Holiday until Tuesday the XXXX of XX/XX/XXXX. With no point of contact, I attempted to reach out to the original customer service associate XXXX XXXX who apologized but told me to wait for his return. 

With the ultimate feeling of hopelessness knowing the monies which were paid by US Bank fraudulently and were intended for my son 's tuition on XX/XX/XXXX I filed a complaint with the Consumer Protection Bureaus ( XXXX ). Subsequently, once again within XXXX day without any supporting documentation, a conversation, or request for additional supporting documentation a letter dated XX/XX/XXXX and signed by XXXX of US Bank within the Customer Assurance DDA Fraud and Risk Prevention Office. Upon reviewing this letter at no point is it discussed that additional information including substantial law enforcement findings have been received. Instead they revert back to the original declination. However, a letter and two new claims were sent to XXXX bank in an effort to recover funds. According to the new claim ( FC XXXX ) and claim number ( XXXX ) US Bank is attempting to recover on the two checks in question but they lack supporting documents. In addition at no point has either one of those letters or copies of those letters been sent to me for our file. ( See EXHIBIT E ) As the investigation from Law Enforcement continues but the lack of support by US Bank on XX/XX/XXXX I submitted one last ditch effort to US Bank demanding assistance, According to the letter dated XX/XX/XXXX I clearly outline every aspect of the incident in question including verification of my absence while in XXXX. ( Please see EXHIBIT F ). In addition to the lack of interaction from US Bank and their claims department on XX/XX/XXXX I filed a formal complaint with XXXX XXXX. In addition they forwarded a copy to OCC to assist in the investigation and closure of the set-forth matter. ( Please see EXHIBIT G ) On XX/XX/XXXX I received notification that another supplemental report was available based on the review of subpoenaed documents and the review of all supporting information. According to the new Law Enforcement Report ( XXXX ) law enforcement once again verifies that I was out of the country during the duration of the forgeries. In addition with the assistance of the Financial Crimes Division and the DA they acquired subpoenas on the suspects account ( s ). Based on law enforcement 's findings they found an additional check referenced as ( XXXX ) in the amount of ( {$250.00} ) and written on or around XX/XX/XXXX and credited to XXXX XXXX  on XX/XX/XXXX. Based on the information they changed the initial charges as having an illegal endorsement of three separate financial instruments in addition to the forgery of my signature and identity theft. ( Please see Exhibit H ) BASED ON THE SUBPOENA PLEASE REVIEW THE ITEMS PROVIDED : Copy of XXXX Law Enforcement Report dated XX/XX/XXXX Based on Subpoena copies of deposit ( XXXX ) from XXXX Bank XXXX XXXX US Bank XXXX for account ( XXXX ) ( XX/XX/XXXX, XXXX XXXX, XXXX ) ( XX/XX/XXXX, XXXX XXXX, XXXX ) Clear Copies of Check ( XXXX ) - ( Front & Back ) Front-Forged Signature Back-Lacked Signature, Check ( XXXX Front-Forged Signature, Back-Lacked Signature & Bank Stamp. 
Copy of Declaration of Subpoena Copy of ( XXXX ) XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Bank XXXX XXXX XXXX XXXX Bank ( XXXX, XXXXXXXX XXXX XXXX, XXXX, XXXX ) XXXXXXXX XXXX Deposit Account Agreement ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) Check Endorsement & Check Signature Verification

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 non-monetary relief