Consumer complaint received 2023-03-16
Company: U.S. BANCORP
State: DE
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XXXX XXXX, 2023 I logged on to the US Bank web site and initiated a payment through their bill payment service to my XXXX XXXX XXXX credit card for {$1300.00}. According to the web site statement data for US Bank, this amount was deducted from my account and was sent to my XXXX XXXX XXXX credit card account as a payment. 
However in XXXX of 2023, I received my statement from XXXX XXXX XXXX for that same credit card I paid through the US Bank payment portal. According to XXXX XXXX XXXX, they did not receive a payment and were charging me late fees, interest and stating that I still owed the {$1300.00} already deducted from US Bank to pay them. 
I contacted XXXX XXXX XXXX and was told that they did not have record of receiving my payment and while they would temporarily reverse the late fees, interest charge and principle owed, I needed to contact US Bank and have them send by FAX a transmittal report showing the payment from US Bank to XXXX XXXX XXXX for my account on XXXX XXXX, 2023 for the amount of {$1300.00} which would provide XXXX XXXX XXXX the account information the payment was made from and the account that it was delivered to ( them ) in order to locate the missing funds. 
XXXX XXXX XXXX was then provided several documents from my US Bank statements showing the payment amount, the US Bank account number and their ( XXXX XXXX XXXX ) account information as the recipient. However, I was told by XXXX XXXX XXXX that this information was insufficient for them to identify and track the payment and that they needed a transmittal report bank to bank and that no other information would relieve me of owning the debt as I could not otherwise prove payment had already been made. 
I have since called US Bank 7 times ( and while being hung up on three of those times ) succeeded in speaking to a live representative on the other occasions. Finally on XX/XX/2023, after once again explaining to the representative what a transmittal report was and why I needed them to send it to XXXX XXXX XXXX and myself, the representative ( who was uncertain how to handle the request ) elevated my request to her tier 2 representative who began to initiate a dispute. However I again explained to the second representative that I did not need a dispute opened to my knowledge but instead needed someone in the bank with the ability, knowledge and access level to find and fax the transmittal report to XXXX XXXX XXXX. After a lengthy call, I was informed that they had noted my account and placed a request to have a manager call me, which I requested to be done on this upcoming Friday as I would be at work and unavailable to speak with a manager in private at any length until I that time. 
However, yesterday ( XX/XX/2023 ) I returned home from work to find a message from a US Bank representative who had called and simply stated to call him back with no phone number or name associated. 
Today, XX/XX/2023, I worked from home in order to be able to make this call back. And after an hour was finally elevated to a manager who would only identify as " XXXX '' who advised me that my account had been commented yesterday with information stating that the US Bank would not or could not provide a transmittal report and because the " dispute '' was closed and confirmed that the funds had been removed from my account with them ( to where I have no idea now ), they considered the matter closed and would take no additional action. 
I again explained to " Autumn '' the situation and she offered to mail my ( via the USPS ) a statement showing the funds withdrawn from my account but this is not the transmittle report that XXXX XXXX XXXX insists is the only " proof '' they are seeking to show I made payment and that unless I provide a transmittal report I will be stuck repaying the same amount second time, having to pay interest, having to pay late fees and having my APR jacked up to almost 30 %.

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