Consumer complaint received 2025-06-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: NE

Complaint narrative:
On XX/XX/XXXX I was made aware of fraudulent withdrawals from my US Bank checking account, one transaction at a local bank branch for XXXX XXXX  and a different US Bank branch for XXXX XXXX This was done using a stolen ID of another cardholder on the account and the bank employees did not verify that the ID matched the person presenting it. It was immediately reported as fraud the same day, and all efforts were made to coordinate with law enforcement agencies as well as with the bank to try to resolve this. Necessary affidavits were signed and submitted to the bank on XX/XX/XXXX. A new account was created and any remaining funds were moved to the new account, and the account with the fraudulent activity was closed by the bank, despite the case being ongoing. 

Shortly after the affidavits were submitted, the bank requested a copy of the driver 's license of the other individual on the account who's ID was used to access funds, and stated it could either be sent in by e-mail or by fax. We e-mailed it to the address provided with the necessary case numbers in line with instructions we were given, and heard nothing. We reached out later to find that they claimed to not have received the e-mail to their document submission email. The e-mail address provided is XXXX. We re-submitted the ID and heard nothing for around XXXX  months, until I called them and requested a case update to which they told me that the case had been closed due to not receiving documentation, and had never reached out to me about this. I re-submitted the ID under my personal email address on XX/XX/XXXX, to no avail. Their fraud investigation team communicates only by physical mail and has no direct consumer line, has no e-mail address, and is completely unreachable for any information except through representatives who aren't always informed. After giving up on the e-mail route, the other account holder faxed a copy of the ID at a local branch. We still heard nothing and upon calling still were told that the ID had not been received. Most recently, on XX/XX/XXXX I went with the other account holder to a branch and explained the situation and requested it to be faxed again to the number I was provided by over the phone customer service that day. They faxed it 4 times in one sitting just to ensure that it was received, however after calling a few days later they said that it takes around XXXX business days to receive the fax, so I waited to call back. Upon calling again tonight they confirmed that there is no new updates nor changes to my case despite having sent the fax around XXXX weeks ago. 

At this point, I feel as if the fraud department is ignoring my claim and declining to do anything in the hopes that I will just forget about it or drop it. It is going on a year and a half of this claim now and I can not get them to take any responsibility or provide any compensation or even review the case, even though I'm out almost XXXX XXXX XXXX  due to simple negligence. The ID submission feels like a front, as all the affidavit paperwork was submitted seamlessly to the exact same address as the ID, this just seems to be some major imaginary hiccup that no one, in person or over the phone, can seem to explain. I would just like my money back or someone to pay attention to this case long enough to talk to me about it. Thank you for your time and for your help.

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