Consumer complaint received 2026-03-31 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: U.S. BANCORP
State: MO

Complaint narrative:
I am submitting this complaint regarding U.S. Banks handling of unauthorized electronic fund transfers totaling {$750.00} that occurred in XX/XX/year> through XXXX XXXX. I was the victim of a bank impersonation scam in which the caller claimed to be U.S. Banks fraud department and instructed me to complete security steps to secure my account after a fraudulent charge. During this process, the scammer obtained my one-time passcodes and directed actions on my device under false pretenses, which resulted in XXXX XXXX XXXX transfers ( {$300.00}, {$300.00}, and {$150.00} ) being sent to an unknown recipient. I did not intend to send money to this person and reported the incident to U.S. Bank immediately. My claim was initially handled and I was later told that the issue had been resolved, my balance was {$0.00}, and I regained access to online banking. I was told the account could be closed since the balance was resolved. However, a few weeks later, I logged into my U.S. Bank mobile app and saw that the old account had been reopened and was active again without my knowledge or authorization, and the {$750.00} had been reposted, leaving my account negative. I immediately went into a U.S. Bank branch and was told that the account was no longer closed and was now active again because XXXX was still billing my account, and that this was an XXXX issue. I asked how XXXX could reopen a checking account in my name without my authorization or notification, and I was told they could not explain it and that this could affect my credit and that I needed to contact Apple. I contacted XXXX XXXX support and they stated they could only see an XXXX XXXX balance and could not see any billing through my bank account and that XXXX does not have the ability to reopen a customers bank account or reactivate a closed checking account. XXXX told me the bank would have control over those transfers. I then contacted U.S. Bank support again and after multiple calls, long wait times, being redirected to different departments, and being disconnected, I eventually reached a supervisor. The supervisor told me they could not do anything further with my case and could not explain how the account was reopened or why the {$750.00} was reposted, but that someone would call me to answer my questions. I am disputing the classification of these transfers as authorized. My authentication credentials were obtained through impersonation and social engineering, and I did not knowingly authorize a transfer to that recipient. I am requesting that U.S. Bank re-evaluate this case under Regulation E as unauthorized electronic fund transfers and provide documentation showing how the transactions were authenticated, why the claim was denied, and why the account was reopened and the {$750.00} reposted after I was told the issue was resolved and my balance was {$0.00}. I am also requesting that the negative balance be removed while this dispute is under review so that my account is not sent to collections.

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