A Customer Says U.S. Bank Cleared a Stolen Check Twice, Then Refunded Only One

The Case

On 3 April 2024 a customer complained about their checking account at U.S. Bancorp. They say the bank issued a $1,100 check as an online payment to their mortgage lender. The check was stolen, the payee was altered, and it was deposited three times. The customer says the bank rejected the first deposit but cleared the second and third, so $2,200 left the account in two successful deposits.

The Consumer

After what they describe as two years of back and forth, the customer says the bank refunded one $1,100 and refused the second. They call this the third time they have asked the bank to correct the error. They say a representative accused them of making trouble and refused to continue the discussion. They ask for the remaining $1,100.

The Institution

U.S. Bancorp responded on time and closed the complaint "with monetary relief", and chose not to give a public response. The public data does not say which amount was refunded.

What the Law Said

Responsibility for altered or duplicated checks is mostly governed by state law, in the form of the Uniform Commercial Code, and by the account agreement. Time limits for reporting an unauthorised or altered item can be short. The consumer cites no provision, and the complaint does not say whether or when they reported the item in writing.

What Was Decided

There was no ruling. The company reported closing the complaint with monetary relief. It is self-reported and not verified by the CFPB. Because the narrative asks for a second refund of $1,100, the record does not show whether the monetary relief covered it.

Why It Matters

This is a long-running dispute: the consumer says they were refunded half after two years. Partial payments make a dispute harder to judge, because the company can point to a refund while the customer says the loss is still open. The only way to know is to compare the amounts in writing.

What You Can Learn From This

• Report an altered or duplicate check in writing as soon as you see it, and keep the date.
• Keep the statements that show each transaction. The complaint says the statement with the three transactions was attached, and that kind of document is what turns "I think" into "here".
• When a bank refunds part of a loss, ask it to state in writing what the refund covers and what it refuses, and why.

Documents & Evidence

Primary source: the CFPB complaint record (ID 8678053).

A CFPB complaint is the consumer's account, not a finding of fact. Company responses are self-reported and are not verified by the CFPB.

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