Consumer complaint received 2024-04-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with cash advances
Company: U.S. BANCORP
State: CA

Complaint narrative:
On XX/XX/XXXX, Some hacker texted my wife that a XXXX payment was made from our account. She logged into her account only to find out that an unauthorized {$3500.00} XXXX XXXX was made from our Credit Card to the checking, then fraudulently wire transferred out from the checking account to somewhere. In addition, a {$3400.00} wire transfer was made from our checking account to somewhere. 

On the same day XX/XX/XXXX, we reported the frauds to U.S. Bank who emailed us on the same day XX/XX/XXXX : " Thanks for contacting U.S. Bank on XX/XX/XXXX. We received your fraud claim # XXXX on your U.S. BANK account ending XXXX. 
Youll see a provisional credit added to your account within the next 10 days while we research your claim. Any interest charges or fees related to the charges will be credited as well. Please take comfort in knowing that you wont be held responsible for any unauthorized charges. 
We know how important it is to have peace of mind during this process so well continue to keep you updated. 
Keep in mind that many claims are resolved within 60 days, but it can sometimes take up to 90 days. Thank you for your patience while we research your claim. 
Well be in touch, U.S. Bank Cardmember Services '' U.S. Bank immediately closed both our Credit Card and checking account on the same day XX/XX/XXXX, then opened new Credit Card and checking account later. 

We received a USPS letter dated XX/XX/XXXX : " Case XXXX Important information about your U.S. Bank XXXX XXXX  Signature Card account ending in XXXX Dear XXXX XXXX XXXX XXXX After careful review, we have verified that the transactions ) you recently alerted us to were not billed to your account. Therefore, we are closing the fraud claim. No further action is needed. 

Please continue to monitor your statements and contact us if you find any transactions ) that do not look familiar. 

We are pleased to serve you and appreciate your business. If you have any questions, please contact us through the mobile app, online, or call us at XXXX. We accept relay calls. Fraud Prevention Representatives are available 24 hours a day, 7 days a week. 

Sincerely, Fraud Prevention '' We received USPS mail dated XX/XX/XXXX : " Digital Claims Services XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX, MN XXXX On XX/XX/XXXX, you notified U.S. Bank about a wire transfer issue associated to your account ending in XXXX ( checking ). 

The transaction information is listed below : Reference Number : XXXX XXXX  Number : XXXX Type : Payment Payee : XXXX XXXX Date of Transaction : XX/XX/XXXX Transaction Amount : {$3500.00} On XX/XX/XXXX, you notified U.S. Bank about a wire transfer issue associated to your account ending in XXXX ( checking ). 

The transaction information is listed below : Reference Number : XXXX XXXX  Number : XXXX Type : Payment Payee : XXXX XXXX Date of Transaction : XX/XX/XXXX Transaction Amount : {$3400.00} '' On XX/XX/XXXX, We called Credit Card Supervisor, XXXX, who told us that U.S. would provide the {$3500.00} provisional credit, and reopened the same case number. 

On XX/XX/XXXX, we called U.S. Bank Fraud Liaison Center at XXXX. XXXXXXXX XXXX Rep said the {$3500.00} XXXX XXXX was pending on XX/XX/XXXX, then posted on XX/XX/XXXX. This contradicted the above letter dated XX/XX/XXXX, which said no money was posted. XXXX documented our complaints in their system, Ref : XXXX : 1. Cash advance pending XX/XX/XXXX, posted XX/XX/XXXX. They had 6 days to stop that. Why didn't U.S. bank stop that? 

2. Email on XX/XX/XXXX promised to provide provisional refund, reversal of XXXX time charge, daily interest in 10 biz days. U.S. bank failed to deliver their promise. They can spend months investigating the frauds. In the meantime, as customary with other banks, their XXXXtandard Operating Procedure is providing immediate provisional credit. Otherwise, how do we pay bills?

3. Even when bank didnt get a hold of us, they should have stopped the transaction.

4. USPS letter dated on XX/XX/XXXX said they didnt see the XXXX XXXX posted, which contradicted XXXX XXXX saying that {$3500.00} was posted on XX/XX/XXXX. 

XXXX We Called Credit Card Fraud ( XXXX ) XXXX XXXX, manager, said if its fraud, XXXX  should have moved money back to credit card. 

XX/XX/XXXX We visited XXXX XXXX XXXX, manager of XXXX XXXX  : He Reopened Credit Card Cash Advance case XXXX, said XXXX the assigned case manager from XXXX ( XXXX ) would call on XX/XX/XXXX. They are working on provisional refund. XXXX didn't call back. No refund. 

U.S. Bank gave us a run-around, passing the ball from one department to another many times. We are senior citizens, desperately needing your help and catch the fraudster who preyed on the elderly. We want immediate provisional refund of {$3500.00} for XXXX XXXX fraud, plus fee, interest charges reversal, and {$3400.00} for the second wire transfer. We need to pay bill while U.S. Bank may take months to conclude the 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 monetary relief