Consumer complaint received 2020-12-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: U.S. BANCORP
State: KS

Complaint narrative:
XX/XX/2020 got online with XXXX.XXXX. Their number is XXXX and his name was XXXX XXXX . I was attempting to purchase a XXXX XXXX named XXXX. She is still on the site. They text me back and said she would be {$650.00} with a {$150.00} transit fee. They asked if i had XXXX XXXX and I do. So sent the funds of {$800.00}. She would fly from XXXX to XXXX in the cargo. The next day they text back and said they needed an additional {$1200.00} for insurance with the carrier. Told them I could not afford that, that I didn't have that. So I told them I would not be able to get the puppy because of the additional fee they required ; even though they said it would be refunded once she arrived in XXXX. I knew there was a problem. So I asked for my {$800.00} to be refunded and they quit communicating. So I called XXXX XXXX. They had an email and a telephone number. I called the telephone number to resolve this fraud quickly. Little did I know that XXXX XXXX was hacked XXXX XXXX weekend and thousands of people were scammed as well as myself. It was reported on XXXX XXXX XXXX out of South Carolina my friend forwarded it to me. So I am on the line with what I thought was XXXX XXXX. They asked me to download their support App to resolve the issue. I did. I was not aware that the app gave them access to my telephone and any information in it including my US Bank Checking Acct and US Bank Credit Card. We spoke for maybe an hour and then they asked if i had any money in my bitcoin and XXXX  XXXX XXXX. I stopped them their wanting to know how they knew about that. They said they guessed and the only other way they could assist is by my going to XXXX and getting a XXXX XXXX card for {$150.00}. I went to XXXX and got one for {$10.00}. They were livid and demanded that i get one for {$150.00} and that is the only other way it would work. Knew i had been scammed again. I know it took long enough for me to figure it out. I emailed XXXX XXXX and they said that they did not have a phone and only used email. It would take several months to clear this up and they would get back with me. I called US Bank and they said i needed a police report. So i had reports completed by the XXXX KS Police Department. XXXX, XXXX and then in XXXX filed another report XXXX as per the Financial/Computer Crimes division. Still havent heard from them and call most daily and leave messages. They are working from home so it is harder to get ahold of them. The fraud dept of US Bank found in favor of the scammer. The {$800.00} payment for the dog was denied stating that i received product of which i did not. They also said that XXXX XXXX was not willing to deal with them. Then the other transactions that were pulled out of my checking and credit card with US Bank were denied stating that it was my fault as I downloaded the app giving them access. Even though I did not willingly of knowingly do so. They also said that the 3 banks involved were not willing to work with them. They would not give me the information but would to law enforcement and I have had no luck with them. XXXX Financial/Computer Crimes still hasnt assigned anyone to my case. I have called them almost daily and still not gotten an answer and have left numerous messages and did again when i called XXXX. US Bank gave me the number to US Bank Corporate Security XXXX and said they would work with the police department. I have lost a total of {$6600.00}. I just cant afford that. I am trying to get them to really close the acct as I have automatic payments sent each month to other agencies. I have told the other agencies and now making payment through XXXX XXXX XXXX XXXX. But I dont have access to my US Bank online i have been locked out so I cant change any of the information so the amount continues to increase as a negative balance currently at {$1400.00} this week. I paid off the negative balance last week. I was able to close the new account as the negative balance was {$36.00} from an Overdraft Return fee. Which I was told they would waive them all but they are not. So i have my new account at a XXXX balance and closed. The old acct XXXX is closed and in an inactive status but still incurring those fees and transactions. Have spent countless hours on the phone and even more on hold for 30 to 45 minutes each time they transfer me. I disagree with their decisions even though the other banks and XXXX XXXX is  not willing to deal with them. Please help! This has been going on since XX/XX/2020. I cant afford to lose close to XXXX now.

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