Consumer complaint received 2016-06-29
Company: U.S. BANCORP
State: WA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
US Bank XXXX XXXX Reward Visa Card - I made one {$2000.00} payment online that somehow got processed twice on a card that only has a XXXX limit. The double transaction resulted in my bank account being overdrawn by {$1200.00} by the end of the day. I called to have the 2nd payment returned to me and was told that what happened was known issue and it would be 7-10 business days before I would have my money back. I could n't wait that long to be without that much money. So I called again to see if they could speed the process for me. I spoke to a supervisor who gave me a fax number and had me fax my bank statement showing the double payment. I was told if I did that, they would return my money to me within 2 business days. After 4-5 days of not receiving anything, I called again and spoke to another supervisor ( each call ends up taking about 30 min ) who told me they never received my fax, which I definitely sent to the number provided. This supervisor looked at my account and said it was close enough to the end of the holding period, that he could simply put a note on my account and have it expedited, promising the return to arrive in my bank account within 2 days. After another 4 days, I still had not received anything. I called again and spoke to a representative who told me that my payment was set to be returned the next day. Near the close of business the next day I called my bank to see if there was a transfer pending, and still there was nothing. At that point, my faith of ever receiving my {$2000.00} back from them was about as much as my faith that calling them again would do any good. Thus, I took care of the return payment from my bank. I signed a form, and they promised it would be back by close of business the next day. I called US Bank XXXX Reward Visa one last time to stop their process of returning my payment to me. They were able to simply terminate my request of return payment in a matter of minutes. All the while, I explained to their representative my experience with them, and she was all too eager to be off the phone with me when her task of stopping the return was complete. I received a " Thank you for being a valued customer '' and she hung up before I could say another word. I was n't mean or irate with any of their staff at any time. All the while, I have had to figure out how to live for almost 2 weeks minus more than a third of my monthly income and an overdrawn bank account. I received several calls from other businesses that process payments for their services out of my bank account because they were being rejected. Although all staff was friendly and apologetic, not one of them did what they said they would do. I 'm sure anyone could understand my frustration. 

My 2nd complaint ( yes, there 's more ). I wanted to add an authorized user to this account a few months ago. I went to their website that directed me to a printable form with a fax number for adding a XXXX authorized user. I filled out the form and faxed it in. About 2-3 weeks later I received a letter from US Bank XXXX XXXX Reward Visa stating that they could not approve adding an authorized user on an inactive account. What?!? I have been using the account every month since I opened it more than a year ago. 

I do n't know if they are just terribly unorganized or negligent, but suffice it to say they will be losing my business. And all I wanted was money that was not their 's to take anyway. Unreal.

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