Consumer complaint received 2018-12-31 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: WA

Complaint narrative:
XX/XX/XXXX my husband I pulled {$3000.00} from acct at a bank branch in XXXX WA. Too purchase a used vehicle in XXXX WA. Which we did not buy. We visited a friend afterwards and stayed the night. On XX/XX/XXXX thru early am XXXX. ( Processed on XXXX XXXX ). Our accts cards ending in XXXX and card ending in XXXX. Were duplicated and used. Fraud. We are victims of Idenitity theft and had informed the bank already with some previous issues. Especially with the one location which is in XXXX WA. Card XXXX on XX/XX/XXXX atm charge {$100.00} {$300.00}. Card XXXX XXXX WA {$300.00}. XXXX XXXX WA {$200.00}. We have made a police report, FTC report. And contacted XXXX XXXX of my and my husbands identity stolen. Compromised sold on dark web alerts received we given in reports to police and bank. We have asked several times for a new account with new cards because my cell phone with info was on it and someone continues getting into our email accts and XXXX accts. My husband security clearance paperwork with enough info to be him easily and Expired old ID, etc which was from an employee and friends of XXXX and possibly someone employed at XXXX XXXX. These are only disputes we have that continue to be issues. We have our timeline from maps. A gas charge and a XXXX XXXX charge on our bank statements that should show our whereabouts. The bank found in our favor for drinks and food related charges but refuse to investigate or return money from atm because pins were used.which we are not sure the police state the cards were counterfeit and duplicated but the bank wont return money that was stolen from us. They have provided already dubbed and unreadable evidence on one dispute in XX/XX/XXXX and asked us to prove out whereabouts, get something showing we asked police for video footage which page 17 in police report shows us asking and also providing a photograph to compare. The bank has done everything possible to confuse us. To give us run around transferring from dept to dept And refusing me once with asking for supervisor. I do have phone recordings but need email address to send for proof as well. Usbank is not giving us pur money from atm nor gave us another acct like we asked or helped o believe they must be stealing from customers whom they think cant fight them in court they hve mocked my XXXX XXXX issue and been unreasonable {$910.00} plus {$10.00} atm fees for fraudulent counterfeit or duplicated cards. We want back. We want XXXX close our accounts and goto a more honorable bank but not until we are paid back. We have pleaded and given them everything they asked for yet still denied. Also the XXXX complaint I get dubbed unreadable evidence in mail that is for the XXXX for a charge we told them went thru but nothing for the XXXX of XXXX that we disputed which is {$800.00}. We were in contact with their fraud dept our cards were locked so how did money get taken out? We have similar atm withdrawls in XXXX and Also that match up to these disputes And fraudulent charges I feel Usbank needs audited or investigated for wrong doings. Please return our money so we can move on to a better way of banking. I have alot of faxes I sent and records and it's too much to attach please send me a way to send large files. The world should see Usbank is not the place to bank.

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