Consumer complaint received 2019-05-09
Company: U.S. BANCORP
State: TX
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:
To Whom it may concern, I have recently file a dispute with US Bank concerning unauthorized truck rental charges totaling XXXX. There dispute department have deliberately ignore my calls and lie and say that they have called me to discuss about my case. In addition, they have not been fair on reviewing the documents and consulting with me on their findings because a vendor has charged my credit card rental rates that I did not approve and sign ( and they do not have document supporting it or vendor didn't send it to US Bank ). The US Bank case processor is telling me that they have substantial evidence in which the backup does not show rental rates that I agreed to. I have called over 20+ times for them to call me and discuss their reason behind reversing the dispute and requested for a different case processor. Each time they lie and say they have called and was unable to make contact with me. The dispute is for {$120000.00} for a rental truck that I did not agreed to the rate that they are charging me. I request to speak to someone higher than the case processor manager and team. Fraud customer service department tells me that I have to contact the dispute department. Keep in mind that the dispute department are the very same people who is not contacting me back and are not doing their diligence in reviewing the case and documents that was provided.Today,  XX/XX/19, I receive a call from someone in the dispute department and I answer the call. When I answered the call the other person on the line did not speak and then hung up the phone in exactly 12 seconds. I then call back because I knew it was the case processor ( I have their number saved ), spoke with the fraud customer service team and ask them to transfer me to the case processor who just call me 30 seconds ago. 
Of course when that happen they advised that the case processor was busy. " Go figure '' ... Nevertheless, in requesting for someone to call me, I had given 3 different cell phone number for them to call if one doesn't work. Of course, they only call one phone number and not the others and then they list in their notes that they tried to make contact with me. Then the same circle starts over again. I call them and they lie about contacting me. I put in a request for someone to call. They tell me someone will reach out in two days. Two days  pass and I call back. They check notes and they say that someone call my number. I ask what number. Then they say it doesn't tell them what number they call. Then I say they didn't call me. Then they put in another request and the process start all over again. There is no accountability. I ask for them to email me. They said they don't do emails. 

I will be sending a letter to the corporate office but i shouldn't have to take the time out of my busy schedule to do that because the lack of knowledge and diligence from their team. 

I really need some help with this and I will not be using these financial institution anymore. 

Here are some of the dates of my calls. 
XX/XX/19, XX/XX/19, XX/XX/19, XX/XX/19, XX/XX/19, XX/XX/19, XX/XX/19, XX/XX/19, XX/XX/19 and XX/XX/19 called to speak with case processor. No help and keep getting run around as stated above.I request to speak with a different case processor or team member that is not XXXX, XXXX or XXXX because all three of these individuals do not call or perform there diligence on the dispute. It is not fair that I have to deal with these same people that are playing the games.

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