Consumer complaint received 2025-04-24 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: MO

Complaint narrative:
My account was hacked on XX/XX/XXXX, and {$2800.00} was stolen from me. I discovered the hack after attempting to make a purchase at XXXX in XXXX  XXXX , Missouri. When I swiped my card, it was declined twice. I knew I had money in my account because I had just received my taxes. Upon checking my bank account, I saw a charge to XXXX for the stolen amount. The charge was said to take place in XXXX, Massachusetts. I immediately called my bank and reported the fraud. I had never heard of the website where the purchases were made and would never have been able to make such a large purchase without financing. My bank proceeded with their procedures and shut down my bank card, issuing me a new one. A provision credit was given to my account for the stolen amount about 8 days later why they investigated. However, on XX/XX/year>, US Bank reversed this provision, stating that I needed to report the incident to the local police and complete specific forms. This occurred the same day my wife XXXX XXXX XXXX XXXX XXXX, causing immense stress to my family. My account was now in the negative because my bank had reversed the provisional amount that was stolen from me. On the day my XXXX  was XXXX, I lost all my money to support him and our family due to the fraudulent activity on my account. 

I firmly believe, and so does my bank, that this hack originated from the tollbooth scam that is currently circulating. In late XXXX or early XXXX, I frequently crossed toll booths on XXXX and received text messages requesting payment for tolls. This occurred before the public was aware of this scam. I entered my debit card, t ( he same one that was hacked ), twice into the text URL, providing my payment information. However, both transactions were declined, and I dismissed it as a minor issue. However, this incident became significant when my parents, who also use US Bank, were forced to shut down their accounts due to similar tollbooth scams. 

US Bank is aware of all this information and still refuses to assist me in recovering my money. Ive visited my local US Bank branch multiple times for help, but the staff there was clueless about the situation. They kept saying, Weve never seen this happen before. Thats a troubling statement to hear.

A branch representative and I tried to reach the fraud department on speakerphone, but they were equally unhelpful. Even after the fraud department opened my account and saw my money was taken back, they could not provide any assistance or information on why. Apparently The case holder ( by the name of XXXX ) was the only one who could talk to me about the situation, but she would not make herself available to me promptly and I was told she will contact me on her time.

By this time, my money had already been withdrawn from my account, and I received only a copy and pasted letter via snail mail. No phone call, text, or email informing me that the revised {$2800.00} withdrawal was about to occur again only this time it would be from my bank because they couldnt help me with the fraudulent activities on my account. XXXX was unresponsive for four days before finally contacting me after my money had been taken out. She did not offer any input or help in resolving the situation.

To make matters worse, XXXX called me the same day my son was being delivered in the emergency room. Knowing I was stressed and frustrated about money issues, she was incredibly rude and unhelpful throughout the entire process.

Now, Im forced to fill out cyber FBI applications online, report fraud online, and visit my local police station to file a report. There is no information available about when my money will be returned to my bank, and they have offered no assistance in stopping the transaction or investigating these fraudulent activities.

Instead of spending time with my XXXX XXXX XXXX  XXXX XXXX with XXXX, Im left to figure out ways to come up with money to feed my family and try to recover the stolen money on my own because US Bank refuses to help their customers in a simple situation. Their communication throughout this entire process has been outdated and frustrating. There is no protection at US Bank for fraudulent activities. I do not recommend anybody using their services and putting their hard earned money into their bank as I do not wish anybody to be in this situation as me and my family are in currently facing. The situation could have easily been resolved by the fraudulent department of US Bank by doing their job and helping with the investigation. Stopping the transaction that I claimed to be fraudulent the day off the transaction. Or the easiest one is simply communication with the entire process and what was going on with my money going in and out of my account. The most unprofessional, unorganized group of individuals I have ever been in contact with courtesy of U.S. Bank. I just want answers on recovering my money so I can get back to my wife and kids so I can support them and use my hard earned money in assisting my family.

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