Consumer complaint received 2023-02-06
Company: U.S. BANCORP
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
On XX/XX/23, I made a payment to my US Bank credit card, which was due on XXXXThe payment cleared my bank account on XX/XX/23. At that time, I also canceled auto-pay for my US Bank credit card, so the payment would not pull from my bank account on XX/XX/23. On XX/XX/23, I received a text notification from my credit union that a large transaction had posted to my account, in the same amount as my credit card payment from XX/XX/23. I called US Bank to resolve the issue. At that time, I was told they would request to have the funds returned to me on XX/XX/23, and that it would take XXXX calendar days. The cited reason for the delay was that it would take XXXX days for the payment to clear and be received on their end. Once that was confirmed, they would return the payment to me. On XX/XX/23, I called US Bank again, because I still have not received the refund. I wanted to confirm that the refund request was processed on their end, and to obtain a time frame for when the funds would be returned to me. The first person I spoke with told me the refund request had been initiated, but that it would take 8 days for the funds to be returned to me. I was connected to a supervisor to request that the process be expedited. I was on the phone for a long time with the supervisor and the call was eventually disconnected. I called back, spoke to another representative, and was again connected with another supervisor. After being placed on hold for several minutes, he initially told me that there were " alternative solutions '' to my problem. He then said that the only solution was for me to wait 10-16 business days, citing that they are " a large financial institution '' and they " need to research it. '' When I asked for more information about what that means, he simply repeated himself. I asked to speak to another supervisor, or his supervisor. At that point, his tone became combative, and he told me that they may not take my call, and they would tell me the same thing. I waited on hold for another several minutes. Eventually, he told me there was something else I could do. If I could fax them proof the funds were taken from my account, they would " rush '' the refund request, and return the funds to me in 3-4 business days, or by XX/XX/23. If not, I would receive the funds back in XXXX business days, or by XX/XX/23. I am filing this complaint, because US Bank never should have debited my account for these funds in the first place. The secondary reason for this complaint, is that US Bank is intentionally delaying the return of my payment. The third reason for this complaint, is that every time I have called to speak to someone, I have gotten a different answer regarding the time frame for the return of my funds ( 3-8 calendar days, 8 calendar days, 10-16 business days ).

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 non-monetary relief