Consumer complaint received 2022-12-31
Company: U.S. BANCORP
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Fraudulent charges date back to XX/XX/XXXX. Every month when I received my statement and noticed fraudulent charges, I called and notified US Bank. The first fraudulent charge was on card ending XXXX dated XX/XX/XXXX for {$49.00} to XXXX. USB was notified and they reissued a new credit card ending in XXXX. On this new card on XX/XX/XXXX there was a fraudulent charge to XXXX for {$22.00}. USB was notified but fraudulent charges continued on this same card from XXXX through XX/XX/XXXX totaling in excess of {$8000.00} and charges were mostly to the same vendor, XXXX and I have no idea who that is. 

I was then issued a new card ending in XXXX and there were no charges in XX/XX/XXXX. But in XXXX of XXXX, there were fraudulent charges to XXXX and again to XXXX in excess of {$9000.00}. Obviously I reported this to USB because they again issued a new credit card ending in XXXX. I never received the physical card ( and still today have never received it ) but I did receive a statement for charges to this card once again to the vendors XXXX and XXXX which had been reported as fraudulent as far back as XX/XX/XXXX. Some of those fraudulent charges were being carried forward. I cancelled this card all together in XXXX of XXXX. 

I have been given credit for some of these charges but not all of them and the balance on this card is for fraudulent charges and USB continues to report payments on this fraudulent amount as being late payments on my credit report. 

I can never get anyone to return my calls and when I call the XXXX number, I am transferred no less than XXXX times. I have XXXX and have enlised their assistance which has not really helped. I spoke with XXXX at USB on XX/XX/XXXX regarding the status of our dispute and she said that someone would return my call within XXXX days. I received no call. 

I, along with XXXX, made a conference call on XX/XX/XXXX and spoke with a fraud supervisor, XXXX. XXXX would not speak to me with a " third party '' on the line. XXXX representative offered to hang up but that would not satisfy her. She instructed me to call her back, which I called her right back. 

When I called back, I asked for a fraud supervisor and spoke with XXXX who was helpful. She said that since I had a claims processor ( which I didn't even know about! ) named XXXX that we needed to speak to him. She was going to put in a request for him to call me and that he would call in a " few days ''. Today is XX/XX/XXXX and I am still waiting for that phone call! XXXX did inform me that I was calling the wrong number and that I should call XXXX and that our case number was XXXX. I wanted to know if XXXX received all of the documents that I had sent and how much longer it would take to review our dispute. I furnished USB with a police report, with a report I had filed with the Federal Trade Commission as well as an itemized list of fraudulent charges/amounts/dates/last XXXX digits of card numbers. I am not sure what else they expect for me to provide. Their customer services/communication with us has been terrible!!!

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