Consumer complaint received 2019-12-08
Company: U.S. BANCORP
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I have had a credit card with US Bank for nearly 12 years now. I have always paid on time. I have had major issues with their online bill pay and call centers in trying to effectuate payments. Due to the difficulties that I have had, my account was becoming delinquent. I made repeated calls to the customer service center only to be on hold for periods up to 45 minutes and be disconnected. I had issues with the online portal and being shut off online and being locked out. I have evidence of all of this. I most recently had issues at the branch where I actually had an appointment with a banker where I was going to deal with my payments and banking needs. The lines at the branch are very long and I have medical issues making matters worse. I showed up for my appointment and the branch manager had to work the teller line due to a shortage in bankers and I was told to come back another day. They also had my ATM card that I was not able to pick up that day so I could not make the payment via the ATM. I have mad repeated attempts to make payments, deal with my accounts, etc, only to have major problems with some of the customer service representatives and managers. I have been talked down to and hung up on repeatedly. I was even told that they were not following their own procedures at one point. Due to the excessive issues, I have had missed and late payments that should not have occurred and they shut my account down.I feel that certain people in the credit card department have been very condescending and vindictive towards me and have tried to create problems for me in dealing with the payments on my account. I feel that there are violations of the Fair Debt Collections Practices Act and the Fair Credit Reporting Act as well. I have been astonished that their managers can just hang up on people and disconnect them when while they are trying to make payments, etc. Also, I feel that they are fabricating false evidence for their defense by blocking ways to make payments and making it almost impossible to pay at times and not properly documenting their phone calls. I made many calls over XXXX, XXXX, and XXXX only to be told that I had not been keeping in touch with them when I fact, I would call and ask for supervisors and managers only to be hung up on and turned away, etc. I feel that there has also been libel and slander against me by certain employees at the bank and feel that I have been a victim of Defamation of Character on top of the extreme damage to my credit report which they seem to want to do. They seem to have made up their minds that they were going to charge my account off and seemingly deliberately trying to cause me to go delinquent as some type of vendetta for filing complaints etc. There is too much evidence showing everything that I have been through with being blocked from making payments, locked out of accounts, cards being turned off, being hung up and and disconnected repeatedly, etc. There is solid evidence of all of this despite their denials. I am concerned about all of this and am asking to remove the negative trade lines from my accounts. I do not want to deal with this credit card again after how badly they have treated me.

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