Consumer complaint received 2026-07-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: U.S. BANCORP
State: MO

Complaint narrative:
This complaint concerns XXXX Banks failure to investigate or respond to the issues raised in CFPB Complaint No. XXXX. U.S. Banks response did not answer my complaint, acknowledge the issues I raised, or provide the information I repeatedly requested. My complaint has never been that XXXX incorrectly determined the transactions were not fraud. I disclosed from the beginning that my minor child made the in-app purchases. I was calling to continue dispute claims that had already been started by another U.S. Bank representative after additional transactions posted. During the recorded call, I explained that I was continuing existing disputes. I identified the merchants, Prudent Owl and Sorcery Reels, explained that my minor child had accessed my account, explained that I had already submitted evidence from the merchants, and specifically told the representative that I did not want my child accused of fraud. Despite knowing all of this, the representative chose to file my claims as fraud instead of disputes. When I questioned that decision, the representative advised me that if the claims were not determined to be fraud, they would automatically become disputes and I would not have to do anything further. I relied on that information. After the fraud claims were denied, I repeatedly contacted U.S. Bank requesting that the fraud designation be removed and that the claims be handled as disputes. Multiple U.S. Bank employees advised me that this could be corrected or told me the claims were being disputed. I also requested that U.S. Bank review the recorded telephone call, review the account notes documenting the employees actions, explain why my disputes were filed as fraud, and provide copies of the claim notes and investigation records. U.S. Bank did not address any of these issues. Instead, its response only stated that XXXX determined the transactions were not unauthorized. That response does not answer my complaint. Specifically, U.S. Bank failed to : * Acknowledge my allegation that its employee improperly filed disputes as fraud. * State whether the recorded telephone call was reviewed. * Address the account notes documenting the employees handling of my claims. * Explain why my claims were filed as fraud after I disclosed all relevant facts. * Explain why the claims were never reclassified as disputes despite repeated requests. * Provide the records and information I requested. * Address why disputes involving the same merchants that were correctly filed by another representative were approved, while the improperly classified claims were not. I respectfully request that U.S. Bank conduct a meaningful investigation into the employees handling of my claims, review the recorded call and account notes, respond to each issue raised above, and provide a written explanation supported by its records rather than another summary of the fraud investigation.

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