Consumer complaint received 2023-04-18
Company: U.S. BANCORP
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I would like to make a request for assistance on a disputed matter on my State Farm US Bank Visa card. First I must make a complaint pertaining to how I was addressed and handled with a person at the consumer assistance line at State Farm US Bank Visa card. I called the assistance line at XXXX the first time back on XX/XX/2022. I was requesting verification of the exact amount of my balance because I was using another Bank Card balance transfer program. I knew that my balance at the time was {$10000.00}. The lady I spoke to did not know how to properly compute my balance and I wanted an accurate answer, that is why I called. She said she had to add my Extend Pay balance to my regular balance and she said my balance was {$15000.00}. I tried to talk to her and suggest that was incorrect and that my Extend Pay balance was already included in my posted balance. She said I was incorrect, I tried to explained to her why she was incorrect. She then said, " If you know the balance why are you bothering with me? '' I asked her why she was talking to me in this manor. She did not answer me. So I just hung up and hoped I was using the exact balance, which I was. She had either a very egotistical manor or just did not like where she was. Today I called to inquire why my Extend Pay balance was showing only {$3000.00}, round figures, when their website said that the Extend Pay usable balance started at 50 % of total credit line, and I only had {$1200.00} on Extend Pay. Again the lady who answered the phone had the same exact attitude of the lady I spoke to in XX/XX/2022. She would not answer my question. She just kept talking over me while I was talking. I explained that I would like to send US Bank a copy of the screen I was looking at on their website by either email or text, and she said she was not going to give me that information. Now I had made a commitment to a contract that I had with my XXXX XXXX XXXX based on what the website said. I told her that but she said she did not care. I requested to talk to a manager, she then put me on hold for XXXX minutes. She came back to me and said they were very busy and would take XXXX or more days for someone to get back with me. I asked if she said 3 days and she told me " I don't studder, yes 3 days, " So I just said good by. About XXXX minutes later I received a return call from a gentlemen. When he first started to talk to me he was very apologetic and respectful. But he would not even give me a chance to tell him the information. I then asked if I could say something. He said, go ahead, very sarcastically. I asked him why they are not honoring the terms the terms on their website. He said something but I did not catch it as I am hard of hearing do to Military action in XXXX. So here I sit I actually made XXXX commitments which I was depending on Extend Pay to give me time to pay for the Home Warranty and a set of hearing aids which I so desperately need. The people at US Bank have put me in a very bad situation. Now I would like to apologize for my self, as I thought I had disconnected the call on my cell phone with the lady I first spoke to today, and it did not disconnect and she heard me say something rude that did not intend for her to hear. Thank you for any help you can give me, XXXX XXXX XXXX. 
Contact XXXX  Your submission has been received and a XXXX representative will be in contact with you soon! 
This a description of what took place. I sent this to XXXX through their " Contact Us '' feature on their website. I have not heard from them in anyway. 















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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 monetary relief