Consumer complaint received 2023-04-24
Company: U.S. BANCORP
State: MI
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:
What Happened and What We Have Done : On XXXX XXXX, 2023 my husband received an email from XXXX confirming a reservation ( booking number XXXX ) at XXXX XXXX XXXX for XX/XX/XXXX and XXXX, 2023. We saw the email on XX/XX/XXXX. We did not make this reservation so notified XXXX of the fraudulent {$410.00} charge on XX/XX/XXXX. XXXX issued a provisional credit of {$410.00}, closed the account, and issued a new credit card. 

We are in possession of our credit cards but the reservation was made using our credit card number. The street address and postal code were NOT provided to XXXX at the time of the reservation. 

I keep all paper and digital receipts and reconcile them to our credit card statement. When reconciling I became aware of a XXXX credit on XX/XX/XXXX in the amount of {$200.00} thus I expected XXXX to be refunded for the {$200.00}. In XXXX I called XXXX XXXX and was told that the reservation was a no show thus explaining the {$200.00} credit. 

In late XXXX, I received a letter from XXXX XXXX dated XXXX23 stating that the XXXX transaction was authorized and you received benefit from the transaction, thus the {$410.00} was added back to our account and the case was closed. I was extremely upset by this incorrect decision and have now been charged {$200.00} for a reservation which we did not make. 

In early XXXX, I was able to talk with XXXX XXXX, XXXX XXXX case officer ( XXXX ). She said that she was responsible for making the decision that this was a valid transaction. She said she would talk with her supervisor and promised to call me back. I called two more times, left a message requesting a call back. To date I have not heard from her. 

I then called XXXX XXXX XXXX at XXXX and worked with XXXX XXXX ( XXXX ). XXXX was very helpful. She requested I fax a copy of the XXXX receipt which I did. I asked her to send me the XXXX XXXX XXXX information in my file which she mailed to me. I then called XXXX to try to get this corrected and was told that the booking confirmation number on my receipt was not in their records. I was also told that I could not make a reservation thru XXXX without providing my postal code. 

I last spoke with XXXX XXXX On XX/XX/XXXX. She was sending my information to XXXX XXXX and requested I receive a call back. No call back has been received to date. 

Under XXXX XXXX XXXX in the XXXX  Documentation it is noted that the billing address and postal code were not provided by whomever made the reservation. The billing address/ postal code is part of the proof of who you are and the validity of ownership of the card. The absence of this information should have been a red flag that the reservation was not made by us. The disputed amount should have been {$200.00} and should have been refunded to the merchant. Had XXXX charged our account {$200.00} then the case would have been correctly closed. Instead she charged our account the full {$410.00}.

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