Consumer complaint received 2021-03-29
Company: U.S. BANCORP
State: KS
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
In XXXX of XXXX, I filed a dispute for a charge that I did not authorize XXXX {$350.00} XXXX. Shortly after, I received the provisional credit. I proceeded to close that account and open a new one at the same institution and transfer the provisional credit over to the new account. 

Maybe a few weeks later, the merchant sent a refund to the debit card, but the card and the associated checking account were closed. After speaking to the bank, the funds were evidently rejected from the card and were applied to the closed bank account. US Bank then denied the fraud claim and tried to deduct the provisional credit from the closed bank account. This may be a timing issue, but the merchant refund may not have been applied to the closed account until after the bank tried to debit the {$350.00}. The account was then charged off with a {$30.00} charge off fee sometime in XXXX. I received notification from the bank ( I no longer have ) that the merchant sent a refund and they would debit the provisional credit. I figured the account would zero out, but that did not happen. 

I was told someone with the proper authority ( I presume they meant a case processor ) will need to reconcile the account to zero it out and remove the charge off. 

On XX/XX/XXXX, I received a call from a XXXX XXXX  representing US Bank about this charge off. I then made my first of four calls to US Bank the same day to get this resolved. 

- XX/XX/XXXX was a 47 minute call, spoke to 4 ( maybe 5 XXXX, with one putting me on hold in the middle of me talking, different people. I was promised a call-back, but did not receive one - No Resolution - XX/XX/XXXX was a 37 second call, spoke to no one. Hold times were in excess of 30 mins so I hung up and decided to try again next day - No Resolution - XX/XX/XXXX was a 1 hour and 7 minute call, spoke to maybe 3 people. I was promised a call-back, but did not receive one - No Resolution - XX/XX/XXXX was a 12 minute call, spoke to 2 people. I was told the XXXX XXXX attempted to call, per the request of my previous call, and there was no answer and no ability to leave a voicemail. I said that I could not find a record of any calls from US Bank. I was promised a call-back, but did not receive one  - No Resolution - XX/XX/XXXX was a 37 minute call, spoke to 3 people through the request of escalation. I was told the XXXX XXXX attempted to call, per the request of my previous call, and there was no answer and no ability to leave a voicemail. I said that I could not find a record of any calls from US Bank. I refused a call-back and was told there were no other avenues to resolve this issue. I was told a request would be made to the XXXX XXXX and I should receive a letter in 7-10 business days if a solution could be found - No Resolution One major customer service issue I felt was everyone, but one person was apathetic to this. I did not get the feeling this was all that important, given the amount of times I was pushed off to someone else.

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