Consumer complaint received 2026-06-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: U.S. BANCORP
State: CA

Complaint narrative:
I am disputing a denial from US Bank regarding an unauthorized debit card transaction claim for {$6100.00}. The bank has provided inconsistent explanations for the denial, and has not provided the documentation it states I have the right to review. XX/XX/year> - US Bank ( Customer Authentication department ) sent me an email indicating there was a potential fraud issue with my account. XX/XX/year> - I saw the email and checked my account. I saw a pending debit card transaction in the amount of {$6100.00} from XXXX XXXX on my account that I did not authorize. I immediately called the US Bank fraud line to confirm that this was not an authorized transaction. The US Bank representative then closed my debit card and instructed me to go to my local US Bank branch to pick up a temporary debit card. I met with US Bank client representative XXXX XXXX at the XXXX XXXX XXXX branch. He reviewed my account and confirmed that US Bank had flagged it as a potentially fraudulent transaction, and confirmed I had no prior purchases made with this merchant or of any casino. The client representative physically destroyed my old debit card and issued me a temporary replacement card in office. XX/XX/year> - The unauthorized transaction of {$6100.00} posted on my account. XX/XX/year> - I received a denial letter from US Bank. The letter stated that my fraud claim was denied based on " transaction ( XXXX ) and account history, location, and pattern of use. '' I have no transaction history, account history, or pattern of use at this casino nor at any other casino. I again called the US Bank fraud line and they advised I would be able to open an appeal. I confirmed I would like to appeal. I also filed a police report with the XXXX XXXX Police Department under financial crimes and identity theft. The police report number is XXXX. XX/XX/year> - I had not received any update, documentation, or communication from US Bank regarding the status of my appeal. I went into my local US Bank branch and the client representative was unable to reach the fraud department. XX/XX/year> - I returned again to my local US Bank branch and the client representative attempted to contact the fraud department again. They advised they would call me back later in the day. I received no call that day. XX/XX/year> - I received a call from XXXX, a US Bank representative in the Cardmember Services department. I inquired about why I was denied, as the reasoning in the letter I received is inconsistent as I have no account history, purchase history, or pattern of use at a casino. He advised that the letter was a template that US Bank sends to denied fraud claims, and it was " standard language '' and did not reflect the specific basis for my denial. He said that the reason I was denied was that the " merchant checks ID. '' I asked for the documentation US Bank used and received from the merchant, as in the letter it states that I " have the right to receive copies of the documentation used during our research. '' The representative again stated that language used in my letter was standard language, and that he was not sure what he would be able to send me. I stated that my letter was official communication from US Bank, and the only communication I had in writing of reason ( XXXX ) why my claim was denied. I again requested copies of all the documentation and records the bank relied on, including evidence provided by the merchant regarding identification verification. He responded that he would send over what he could via mail and that it could not be delivered via an online portal. XX/XX/year> - I have not received any information, documentation, communication, or evidence from US Bank via mail, phone, email, online, or app. The bank 's initial written denial explanation still differs from the verbal explanation provided later by the representative. I have still not been provided with the documentation used to conclude that I authorized this transaction, which the denial letter states I have the right to receive.

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