Consumer complaint received 2023-01-19
Company: U.S. BANCORP
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Problem with fees

Complaint:
My USBank credit card has a feature called " XXXX XXXX XXXX which allows you to make monthly payments for a monthly fee rather than the monthly interest. In order to use the XXXX XXXX feature, you select the transaction you would like have on extend pay, and they will calculate a monthly fee. The marketing material on their website explains that the XXXX XXXX XXXX is seperate from your regular transactions and in the Q & A section, it says that you will not be charged a fee if paid in full. 

On XX/XX/XXXX, I made a transaction of {$6000.00}. This would make it part of my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I clicked on the transaction and set up XXXX XXXX for a monthly fee of {$39.00}. On XX/XX/XXXX, I decided to pay the XXXX XXXX XXXX in full along with my current balance ( {$6400.00} ), due XX/XX/XXXX, XXXX XXXX XXXX. I asked to have the XXXX XXXX XXXX waived since I was paying it off in full before it was due and had an extended argument over whether or not the fee was valid. She eventually agreed to reverse the XXXX XXXX XXXX and my balance was paid in full by phone that day. 

I was surprised to receive XX/XX/XXXX bill with another XXXX XXXX XXXX for a balance that was paid in full. I called again to ask why that fee was being charged and spoke an agent that was once again arguing the validity of that fee. I asked to speak with a supervisor and was transferred. The supervisor said that she would waive the fee again and I thanked her for that but I asked why it was still active. She said that I had a remaining balance on the XXXX XXXX XXXX. I asked how that could be possible when I paid the balance in full on XX/XX/XXXX. She could not give me an answer but transferred me to Customer Service. I explained my situation again and spoke with a Customer Service Agent who apologized and said the XXXX XXXX XXXX was new and they needed more training on it. Her explanation was that when I called to pay my balance in full on XX/XX/XXXX, the system applied my payment only partially to the XXXX XXXX XXXX, leaving out the pending transactions from XX/XX/XXXX - XX/XX/XXXX, which weren't even present on my account, and not due until the next month 's statement, due XX/XX/XXXX. I tried to explain to her that I was clear with the agent on XX/XX/XXXX that I was paying off my XXXX XXXX XXXXXXXX and would have a XXXX balance that day. How am I supposed to pay the balance on payments that aren't even posted? What more could I do? I was paying my balance in full 3 weeks early, is that not enough? 

The Customer Service Agent I spoke with on XX/XX/XXXX said she could not terminate the XXXX XXXX XXXX  but said it would be gone on this next cycle. The balance of the XXXX XXXX XXXX reflects transactions that I never agreed to put on XXXX XXXX. 

My complaint is that the USBank XXXX XXXX XXXX is presented deceptively online and the fees and payments are posted inappropriately, resulting in transactions being charged a fee to which I never agreed. 

I strongly encourage consumers to avoid the XXXX XXXX XXXX from USBank. It is not straightforward and full of technical glitches that result in fees and aggravation.

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