Consumer complaint received 2023-09-11
Company: U.S. BANCORP
State: FL
Product: Credit 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:
Credit Card through US Bank was used to purchase a service from XXXX ( Online ) but the transaction was paid for using XXXX  ( installment agreement service ). The total amount was {$370.00} and the down payment of {$93.00} was required in order to complete the transaction. The remaining balance {$280.00} was then agreed to be paid for using XXXX in the subsequent XXXX months. That is, the {$93.00} down payment was paid to XXXX  using US Bank Credit Card and XXXX paid the whole transaction of {$370.00} to XXXX. Less than XXXX hours later, the whole transaction has been cancelled with XXXX and receipt for cancellation and complete refund has been provided. Days have passed and noticed the charge of {$93.00} from XXXX ( down payment using US Bank Credit Card ) has not been rescinded from the Statement. We reached out to XXXX  and was guaranteed that they may take about XXXX days for the charge to be completely removed from the account since it was refunded by XXXX and they do confirm and validate the cancellation of the transaction. Days later, the transaction was removed from XXXX 's Past Transactions, similar to what were informed with. However, the charge with US Bank is still shown on the Statement. A whole month has passed and the Statement Balance was paid with US Bank, including the {$93.00} charge that was supposed to be returned since the original merchant refunded the purchase. Multiple calls have been completed with US Bank regarding the charge, we have spoken with the XXXX XXXX  and currently speaking with the XXXX XXXX Supervisor to no avail. US Bank states -- XXXX sent them a letter saying they are unable to refund the transaction per the Terms Agreed upon. We requested for the same copy they received ( about last month ) and still have not received said copy of Terms. We have offered to do a XXXX XXXX call with US Bank and XXXX, so XXXX  can verify and confirm what we have been telling US Bank that XXXX  has refunded the purchase and closed the transaction, but US Bank remains unwilling to participate. We have spoken as well with XXXX  XXXX, XXXX, who was asking for the confirmation of refund from XXXX  -- and that was faxed over as well, but US Bank is still standing their ground in saying the information we provided ( the official refund receipt of transaction from XXXX  's main website does not suffice ), thus they are still unwilling to process the refund. We need assistance in resolving this dispute with US Bank. We have been compliant in anything and everything they have asked for as proof of the refund, yet US Bank has been prolonging the ordeal and has only been incongruent and vague about the whole refund process. The refund has been cleared, completed, and validated by XXXX and XXXX, however US Bank holding on to {$93.00} payment and is stating the refund was not issued.

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