Consumer complaint received 2026-04-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: U.S. BANCORP
State: WA

Complaint narrative:
Complaint Against U.S. Bank Failure to Investigate Unauthorized Electronic Fund Transfers I am filing this complaint regarding U.S. Banks improper handling of unauthorized electronic fund transfers conducted through XXXX. On the evening of the incident ( approximately XXXX PM ), XXXX XXXX transfers were made without my knowledge or authorization : - {$2800.00} sent to XXXX XXXX XXXX from my personal account ending in XXXX - {$3000.00} sent to XXXX XXXX XXXX XXXX from my business account ending in XXXX Both recipients are completely unknown to me, and I have no relationship with them. My prior XXXX activity has been limited to small transfers to family members only. These transactions represent a complete deviation from my normal account behavior. Timeline : - XXXX PM Last confirmed phone activity ( call to XXXX XXXX, Realtor ) - XXXX PM Unauthorized transactions occurred - XXXX AM ( next day ) Transactions discovered - XXXX AM Reported to U.S. Bank immediately At the time of the transactions, I was at home with my husband and actively engaged in real estate work, including ongoing communications by phone and email. I was not accessing my bank accounts or initiating any financial transactions, During this time I did not recieve any emails nor texts during this time. I have been a U.S. Bank customer for approximately 30 years and have never shared my banking credentials with anyone. I remain in possession of my phone and computer. Security checks ( including XXXX XXXX scans ) show no evidence of device compromise. I do not use public internet networks, and my email account shows no signs of unauthorized access. I also filed a police report : - XXXX XXXX Police Department - XXXX XXXX - Case number : XXXX - Phone : ( XXXX ) XXXX Critically, I did not receive any notificationsby text, email, or otherwiseregarding : - The addition of new XXXX recipients XXXX The initiation of these transactions - Any authentication or verification request There is no evidence that any alerts or authorization prompts were sent. This raises serious concerns regarding unauthorized access and failure of standard security controls. Despite this, U.S. Bank denied my claim without any communication nor input with me on my activities nor did they provide any meaningful explanation or supporting evidence. I was only given a generic denial letter and a bank statement two times. The bank has failed to provide : - Device or IP address information - Authentication or login logs - Evidence of authorization - Proof of any alerts or verification attempts- Details of their investigation I formally requested this information on XX/XX/XXXX and XX/XX/XXXX and received no response. Repeated calls have resulted in inconsistent and contradictory information about the status of my claim. These transactions clearly demonstrate indicators of fraud and possible account takeover : - Multiple high-value transfers - New and unknown recipients - Activity inconsistent with my established usage - No evidence of customer awareness or authorization Under Regulation E electronic fund transfer rule, these are unauthorized electronic fund transfers. I did not initiate, authorize, or benefit from these transactions. U.S. Bank has failed to conduct a reasonable investigation and has improperly shifted the burden of proof to me. Requested Resolution : - Immediate reimbursement of {$5800.00} - Full disclosure of all evidence used in their determination - Proof of any authentication or notification attempts - A proper and compliant reinvestigation Absent documented proof that I authorized these transactions, they must be treated as unauthorized under applicable law. I request immediate escalation to a higher-level compliance review. If any additional information is needed such as screen shots of my activity during the time of fraude please feel free to contact me. Thank you in advance for you help 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