Product: Credit card

Thank you for taking the time to consider my complaint. 
US bank failed to appropriately handle XXXX separate issues, 1. A case of currency based overcharging and 2. A case of defective goods. 

My complaint resolves around U.S. Banks failure to abide by the rules of both the FBCA and VISA chargebacks. US Banks actions have resulted in a material loss of {$1100.00} to me due to their inadequate actions in relation to my customer disputes. I will give the timeline of events below as well as attaching evidence to substantiate the complaint. Some evidence is in Portuguese and Spanish due the location of the transaction. 



Context prior to XX/XX/XXXX : My XXXX XXXX XXXX developed a malfunctioning turbo which had been previously looked at by XXXX XXXX at XXXX in the town of XXXX, XXXX. He informed me that at some point it might require replacement. I messaged him to ask if I could drop off the car on XX/XX/XXXX due to the turbo having finally become inoperable. The secretary of the garage called me on XX/XX/XXXX to inform me that the turbo did in fact need replacing and the price of the repairs would be XXXX Euros. I decided to proceed with repair of the turbo. 

Evidence : XXXX Messages/Calls with XXXX XXXX and Call log with Salcar XXXX XXXX part of complaint, overcharging via Direct Currency Conversion : XX/XX/XXXX I went to pick up the car. When I went to pay the mechanic, XXXX, presented me the card machine to complete the transaction. I paid with XXXX XXXX on my phone. XXXX then agreed to the currency conversion from Euros to XXXX Dollars without my consent. As a result, I was overcharged by about {$60.00} due to the XXXX ( dynamic currency conversion ) fee being 5 %. My US Bank card charges no foreign exchanges fees so it would have been more favorable to pay directly in euros. Either way the customer is expected to be given the choice. 
I asked the merchant if he could fix the charge, but we were unable to understand each other due to language barrier issues. I resolved to raise a dispute with my bank. 

Evidence : Itemized Invoice for Turbo Repair, TID/receipt XX/XX/XXXX I contacted US Bank XXXX XX/XX/XXXX to inform them that there had been a billing issue regarding the currency of my transaction by submitting the Chargeback claim form US Bank XXXX 
I informed them that when I went pay the merchant accepted the more expensive Direct Currency Option ( XXXX ) without giving me the option to reject it I attached a letter Letter describing what happened to my dispute and requested a chargeback under VISA reason code XXXX. 
US bank updated me to XXXX XXXX received my dispute and were investigating. 

Evidence : Letter describing what happened, Dispute update letter XXXX, Chargeback claim form US Bank XX/XX/XXXX US Bank informs me that... we have determined the disputed transaction is a difference in pricing rather than an incorrect transaction billed to your account. Unfortunately, the price was not provided in writing prior to the transaction being processed. 
It is obvious that the agent at US Bank did not read my dispute thoroughly. The dispute is clearly eligible for a VISA chargeback and as result I was out of pocket. 
Having led a team responsible for chargebacks and fraud, I am deeply knowledgeable about chargeback rules and customer card protection schemes. In this case, US Bank had made an error in their decision and that left me worse off as a result. 
I decided, however, it was not worth pursuing any further at that time as my second issue was becoming obvious. 

Evidence : Unable to assist letter XXXX XXXX part of complaint, defective part : XX/XX/XXXX XX/XX/XXXX : I discovered in the couple of weeks following the transaction that the turbo wasnt working as intended, it cut out at highway speeds. 
I contacted the mechanic on XX/XX/XXXX to organize an appointment to have it looked at. 

Evidence : Call log with XXXX XXXX XX/XX/XXXX XX/XX/XXXX I made many calls to the mechanic chasing an update, I was finally informed the car was fixed and ready to be picked up on the XXXX of XXXX. The car still did not work properly. 

Evidence : Call log with XXXX XXXX, XXXX Messages/Calls with XXXX XXXX XXXX XXXX Messages/Calls with XXXX XXXX XX/XX/XXXX I reach out to the mechanic again saying the turbo is not working and that I would bring it back after the holidays to have it fixed. 
Evidence : XXXX Messages/Calls with XXXX XXXX XX/XX/XXXX I take the car back to the mechanic. 
Evidence : XXXX Messages/Calls with XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX calls and texts, chasing for an update. The mechanic confirms XXXX looking at all the causes of the turbo cutting out on XX/XX/XXXX. 
Evidence : XXXX Messages/Calls with XXXX XXXX XXXX XXXX, and XXXX. 

XX/XX/XXXX I pick up the car and its still not working! The mechanic blames the fuel pump for the turbo issue. I decide I will visit another mechanic to confirm what the issue is. 

XX/XX/XXXX I visit another mechanic, who confirmed that the turbo that was still broken. He gave us a letter and diagnostics. 
Evidence : XXXX Mechanic Diagnostics/Letter XX/XX/XXXX XXXX with enough evidence to submit a defective item chargeback with US Bank XXXX XXXX gave them a call on XX/XX/XXXX. Given that I understand how this process works, I volunteered during the call to provide all the evidence I had. I knew that we were on the final day, given the strictest interpretation of the chargeback rules, and therefore the dispute would need to be submitted that day. Despite me volunteering to provide the evidence, the agent informs me that I must wait for them to send over a link for the evidence. They did not offer me an alternative way to submit nor did they even send over the link. 
Evidence : Call log with US bank XX/XX/XXXX I receive a rejection letter from US Bank telling me that I had not provided any new evidence therefore they were rejecting my dispute. 
When I later called them, they told me that they had rejected the dispute as it was out of time ( past 120 days ). 
I was not given the opportunity to submit the evidence ( which I had informed US Bank I had ready to go ) on the call on XX/XX/XXXX. This date ( XX/XX/XXXX ) was within the XXXX window. Therefore, they should have refunded me due to their failure to provide a way of submitting the evidence within the chargeback window. 
In addition, the XXXX window is judged by XXXX to be the last promised delivery date, which therefore should have been XX/XX/XXXX. The transaction should have been eligible for a dispute up until sometime in XXXX. US Bank could have reached out for the evidence on XX/XX/XXXX ( as they said they would ) and submitted an appropriate chargeback on my behalf. 
Evidence : Unable to assist letter XXXX, Call log with US bank With the above evidence in mind, US bank has failed to follow the FBCA and VISA rules across XXXX disputes and would like your assistance in righting this situation.