Consumer complaint received 2026-04-30 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: IL

Complaint narrative:
On XX/XX/XXXX, at around XXXX PM I had received XXXX notifications stating that there were XXXX purchases of {$150.00} at a merchant that I had never heard of before ( merchant name is " XXXX '' ). Someone had used by debit card information, as well as my email address to make purchases. I know they used my email address because I am the one who received the receipts from the purchase ( I was also signed up for that company 's marketing emails which I never consented to ). This was not me making these purchases. I did not authorize these purchases. I was home when those two orders went through, so I called U.S. Bank immediately via the number in the back of my debit card to inform them this was not me. By that time, I had already locked my debit card through the U.S. Bank app. As I was on the phone, I remember telling the lady that I kept getting more notifications of purchases trying to go through. They were declining as the card was already locked, but someone was out there still trying to use my debit card. The thing is, my debit card was right in front of me while the fraudster was attempting to use it, so I am not sure as to how the fraudster got my information ( perhaps a data breach? ). She told me she was going to cancel my current debit card and send me a new one. She also told me the bank was going to give me a {$300.00} credit. I thanked her for it and was going to let the bank 's fraud department handle it. I did attempt to call the merchant the later same day but was unsure how to reach a person, and I did not yet inform the bank of the two emails I had received as I was being told the bank would launch an investigation. As of XX/XX/year>, I had already received the provisional credit, and was content with how things were going. 8 days ago on XX/XX/XXXX, I had received another letter from the bank that based off their investigation, I " received benefit from the transactions '' by " receiving services and/or merchandise from the merchant ( s ) ''. I would like to state once again these transactions were not made by me, authorized by me, and I did not receive anything from the transactions. They state they will remove my {$300.00} provisional credit on XX/XX/XXXX. I called the bank once again and told them this was still not me making those purchases. The lady on the phone told me that the merchant had verified the information used to make the purchase, and the information matched up with mine. Therefore, they suspected I was the one who made the purchase. This was still not me making those purchases or authorizing them, so I told her that someone must have stolen my information then. She told me the fraud department could not do anything else, and to contact the merchant. I told her thank you for your help and I would speak with law enforcement. I haven't spoken with law enforcement yet, but on XX/XX/XXXX at XXXX while I was in class, for some reason I had received the same email yet again from when the purchase went through on XX/XX/XXXX ( I assume time zone is different ). This reminded me to speak with the merchant, which I did as soon as I got out of class. When I called the number and reached a person, I was explaining the situation to the dude on the phone and asking for if they had any order information on their system. I did not get the dudes name, but he had an XXXX accent. I told him and spelled out my email address, and the two email addressees of who supposedly got these gift cards delivered. What was crazy to me was the dude telling me on the phone that there was no record of any order going through on their system. I told him to check every email I provided and he was telling me there wasn't any order. I told him there had to be, because the emails I had received came from their email address from their website. He told me he was going to raise the issue to their IT department. I told him yes, and to their billing department too. After the call ended, I was very upset and called the bank once again. I spoke with a dude named XXXX and once again explained the situation. He told me I was going to get a phone call from a XXXX at the fraud department as only they are allowed to re-open the case. I told him my schedule ( " today after XXXX ends '' ; " tomorrow after XXXX get off work '' ) to make sure I got the phone call. Today is XX/XX/year>, and I have not received the phone call from the XXXX. On XX/XX/XXXX, the bank will take away the {$300.00} credit I had received, and someone is still out there with my information ( full name, email address, and my previous debit card number ) without any consequence as of yet.

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