Consumer complaint received 2026-02-16 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: IL

Complaint narrative:
We have several savings XXXX  checking accounts with US Bank XXXX  have been a long-time customer. On XX/XX/year>, I went online XXXX  pay a bill and noticed that XXXX of our savings accounts had an amount of {$5.00} in it. There were XXXX external wire transfers noted that started on XX/XX/year> through XX/XX/year> that had drained {$19000.00} out of our savings account leaving a balance of {$5.00}. I've attached a document showing the dates XXXX  amounts taken out of this account. I immediately went XXXX  the nearest US Bank branch XXXX  was told they could not help me but they would freeze the account so no more money would be taken from it. I was provided the US Bank fraud number XXXX  immediately called XXXX  report the issue. After being on hold for over an hour, I was finally able XXXX  speak with someone who took all of the information XXXX  located XXXX more withdrawals in our main checking account ( XXXX XXXX  the XXXX XXXX XXXX in California XXXX  XXXX for a XXXX payment ) that totaled around {$3700.00} XXXX  the transactions for those XXXX happened on XX/XX/year>. I was told that my husband 's US Bank debit card had been compromised XXXX  they even changed his password XXXX  pin # XXXX  were able XXXX  access all on-line accounts that his name was on ( XXXX XXXX XXXX XXXX I was told they would freeze our main checking, the compromised savings account, XXXX  our son 's checking ( even though we did not see any transactions with his account ) because XXXX 's name was on all of them. We were told no additional money could be removed from those accounts but we could add money XXXX  them until we closed them out. I was told we would receive something from US Bank in the mail with their decision within XXXX  days. This all happened on XX/XX/year>. 

Since that time, we've been XXXX  US Bank in personal numerous times XXXX  close these accounts XXXX  open new ones, we made a police report, XXXX  we've called weekly XXXX  try XXXX  get a status update. The money taken out of our savings were external wire withdrawals XXXX  there is a " special department '' that handles that that can not be contacted by phone or email. I called the fraud department back XXXX  can't get anyone XXXX  help us XXXX  they say they can't even access this case since a " special department '' is handling it. On XX/XX/year> I finally spoke XXXX  a very nice person with US Bank, XXXX, who told me this department only responds via XXXX Mail XXXX  she would ask them XXXX  mail us a status update with all documentation from their investigation. To date, we have received nothing from them. The money totaling over {$20000.00} remains missing from our savings account and we don't know when and how we can get it back. US Bank is an FDIC XXXX XXXX and they've verbally confirmed which card was compromised XXXX  we still don't have our money back. The frustration is that we can't even call XXXX  speak with anyone. They don't communicate at all or provide us any update or status. We have no recourse, at least known XXXX  us, if they deny our claim. We have filed a police report ( see attached ) XXXX  don't even have anyplace XXXX  send it. I've been told the XXXX department would let " them '' know that a police report has been made. 

XXXX  XXXX  make matters even more frustrating, the accounts that were allegedly closed in XXXX with a XXXX balance still have money coming out of them. We received a letter XXXX  from US Bank with a $ XXXX balance out of the main checking account that was closed, showing that amount taken out in XXXX that could result in Overdraft Paid Fees. 

At this point, we don't know what else XXXX  do. This is a large sum of money XXXX  we don't want XXXX  have XXXX  hire an attorney XXXX  try XXXX  get it back. We are reaching out for assistance in bringing this XXXX  a conclusion. This money was wired out of our account without our knowledge or permission with no notice XXXX  us that large sums of money were being transferred. 

Thank you for your assistance. I have attached the police report XXXX  bank statements showing all transaction amounts XXXX  dates. 

XXXX and XXXX XXXX XXXX XXXX XXXX

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