Consumer complaint received 2024-10-29 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: NM

Complaint narrative:
On Saturday XX/XX/XXXX - XXXX remember the date because it was the day before XXXX Sunday, The XXXXXXXX XXXX XXXXXXXX XXXX department sent me an alert asking if a charge that they received was valid. It was indeed not and I responded as such. Then they called me to initiate a dispute on the account. In the process of discussing this attempted fraud the representative asked me if I had ever had an account ending in XXXX, to which replied I had not. he told me he was seeing a series of charges on a card ending in XXXX that had been activated on my account. Apparently they had allowed a second ATM card to be activated. The charges ran from XX/XX/XXXX to XX/XX/XXXX and totaled over XXXX dollars. He initiated a fraud report on this as well. 
On XX/XX/XXXX. I remember this day as well because I thought it was an XXXX Fools Day joke, they responded and told me they were declining the fraud claim as it exceeded the time limit of XXXX  days from the incident, even though I had absolutely no knowledge of this having gone on until just the last XXXX  days prior to this and they were the ones who had allowed a second ATM card to be activated on MY account. Why was it allowed to go on and why did they get to pretend they were no longer responsible because it slipped past us both due to no fault of my own. It seems that they should have accepted responsibility as they had an other fraud attempts over the years. 
As the attachments will show, they declined to pay {$XXXX} for charges from XX/XX/XXXX to XX/XX/XXXX. The next day I got another letter saying they would honor {$XXXX} dollars charges from XX/XX/XXXX to XX/XX/XXXX which was also beyond XXXX  days so none of it made any sense. 
There was another attempted hack in XXXX of XXXX so they changed my account number - prior to XX/XX/XXXX my account number was XXXX after XX/XX/XXXX it became XXXX. I am not sure which account the fake debit card was attached to- As I said none of it made any sense to me. 

When complained vociferously the final time I called, after a few months they sent me a letter stating that they were unilaterally ceasing the banking relationship we had and banished me from the bank, as if I did something to them. It caused a great hardship as I not only had to start a new bank account but had to redo XXXX different auto pays that were set up for my monthly bill paying, which was very time consuming. It was also emotionally distressing and I could not believe the bank that had been so trustworthy since XXXX could be so difficult to deal with be so irresponsible and cause so much damage in my life. 

I attempted to initiate an appeal and was told there is no appeal process and was given red tape and a big run around being told to wait for investigation and being sent to a new person every time I called. Every XXXX of them empathized with me and told me that what happened should not have been allowed to happen and told me it would be investigated, i would wait and I would get busy and when I finally had time to call back it started all over again. They finally told me I had to write a letter to the XXXX of the Bank. It seemed like a lot of red tape designed to frustrate me and keep me from complaining further, which it did, since I am a busy mortgage loan XXXX trying to make a living in a very slow housing market. I did not have time to file this complaint until now. 
I am also regulated by the CFPB and I play by the rules and have not ever had a complaint and it was bothering me that they got away with this. other people encouraged me to come forward so that is why I am now filing this complaint finally at this time. I hope it is not too late. I am doing this not only for myself but for all the other customers to whom they have done this and other things like it.

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