Consumer complaint received 2023-07-06
Company: U.S. BANCORP
State: AZ
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:
I am writing this about US Bank and their Cash Rewards Credit Card. I have a checking account with US Bank and credit card. My problems began in XXXX I was traveling a lot, so I had many hotels and rental car companies that were taking some payments and many deposits/holds with my credit card. I usually paid with my debit card but most require a credit card for their deposit, so I used credit card for deposits. I did get a deposit from XXXX XXXX XXXX for {$200.00} on XXXX which was one of the first places I stayed then XXXX XXXX for {$170.00} on XXXX but after those two I did not see any deposits come back to my available credit for the entire month of XXXX. 
I rented from XXXXXXXX XXXX XXXX XXXX  on XXXX and they took a {$500.00} deposit from me in which I had to make a payment to card as all the funds were not available in credit so I know that the funds were being deducted from my available credit every time I used my card for deposits. Another two deposits with XXXX on XXXX and XXXX both with another {$500.00} each for deposit. 
Next was XXXXXXXX XXXX XXXX who took a {$200.00} on XXXX. 
XXXX XXXX XXXX on XXXX for {$500.00}. 
XXXX again on XXXX for {$250.00}. 
I also stayed at XXXX XXXX in XXXX where they took several deposits from XXXX to XXXX for $ XXXX {$110.00}. 
XXXX XXXX in XXXX who took {$250.00} on XXXX and {$250.00} on XXXX. 
Ending with XXXX XXXX who took {$100.00} deposit on XXXX, XXXX, XXXX, XXXX, and XXXX. 
I would make a payment to credit card to cover large deposits as I was close to my availability in the beginning. I decided to pay off my cards balance on XXXX to make it clear where these deposits were going exactly. My balance on this day was shown at {$2600.00}. I paid in full. 
After paying in full I noticed my cards available balance was never close to the {$3000.00} credit line I have it still showed a balance of {$2300.00} with only {$150.00} available credit. So I started to communicate with the support on my credit card from US Bank. Next, I will list the dates I have and ways I talked to them about my various concerns for the last few months. I will only list what I can verify with my phone records and with bank officials in Branch locations. My available phone records only go back by 2 months so I can only list those calls. 
On XXXX XXXX I called because I had received an email from US Bank XXXX XX/XX/XXXX saying I had requested their program extend pay and the request was being processed. I did not know what this was and I had not requested anything on my account. The first girl I spoke with told me she was new to extend pay program and so she had limited information. What she told me she understood is that when an individual purchases a large item with a charge card they will put that charge into extend pay and they can pay off the item without interest for a small fee. I again told her that I had not purchased anything large and did not sign up for this program. She finally gave me a supervisor who also was not familiar with this program which I again told her I did not sign up for. I thought that from this phone call they would investigate why this was going on and the problem would be cleared up and so would this extend pay that they claim I requested. 
I then looked at my statement online and saw that they were saying I put a charge to XXXX XXXX XXXX XXXX into extend pay along with a deposit from XXXX XXXX Hotel that should have been a credit not a charge at all. The charge from XXXX XXXX XXXX XXXX for {$1300.00} had a transaction date of XXXX but paid on XXXX. I paid my balance on my card off on XXXX so the charge from XXXX was paid off and should not even be on my account anymore. On XXXX ( 43min ) I called the bank in which I was told I can not get out of this extend pay unless I pay it off in full after this call, I went into a branch to see if they could help. 
On XXXX I went into a branch in a XXXX store and was helped by a gentleman who told me he had limited information on credit cards but gave me a printout of what he could see which I still have, and I left. On this there is a charge shown by XXXX XXXX in the amount of {$250.00} which was supposed to be a deposit/hold. This charge disappeared from any other record that I can see from statements and the bank. 

On XXXX I went into a bank branch for appointment I made at XXXXXXXX XXXX- the lady ( XXXX ) who helped me was very nice but again printed out some information on my account and said it was a lot to go through and that she could not see all the information that the people can see through the credit card support so she could not explain why the money was not coming back in my available balance from the holds and or why the extend pay was there and double charged to me from what she could see. I called credit card support at XXXX ( 30min ) and was not getting anywhere so I hung up but called back at XXXX ( 41min ) and was given a supervisor who said she would dispute the XXXX  and XXXX deposits XXXX 
Throughout all of this I had contacted the merchants who all said they had released the deposits to bank which bank said no they did not see them at all at the beginning of each call only to see them by the end but say the had not released. 
On XXXX ( 57min ) I spoke to XXXX who was a supervisor and explained that the extend pay should not be there they charged me for it twice and then said I put it into extend pay day before my statement was to come out. This charge was paid off on XXXX after it paid on XXXX. She said she saw what I was saying and would turn it in for investigation to the fraud department. 
On XXXX ( 23min ) XXXX called from the fraud department and asked what the concern was and after I told her she began to tell me she would only refer to charges on my statements would not discuss deposits/holds. I can not see them only the deductions from them which should show back up in my available credit but do not. She was rude and aggressive and said I can only pay off extend pay was not able to get out of that charge. I ended the call as it was not going anywhere productive. 
I called on XXXX ( 142 min ) the call started with a gentleman who kept repeating that the deposits/holds just fall off once released and if the merchants were saying they had released them then they had fallen off. I tried to explain to him that almost every time I had a large deposit, I would make a payment before because I wanted to make sure I had enough available credit to cover them. Starting XXXX {$1000.00} payment, XXXX {$110.00} & {$120.00}, XXXX {$1200.00} & {$990.00}, XXXX {$450.00} & {$900.00}, XXXX $ XXXX $ XXXX {$2600.00}, XXXX {$300.00}, XX/XX/23 {$400.00}, XXXX {$300.00}, XXXX {$500.00}. I had {$40.00} rewards applied to account on XXXX. Also {$660.00} in credit from the first two deposits I made and other merchants. The bank shows a credit of {$1300.00} and {$110.00} on statement but it is obvious that was never credited to my account as they put it in as a charge to account immediately after the credit- this is supposed to be for the extend pay that I never signed up for and for a charge I paid off on XXXX when I paid my card balance in full. He sent me over to a supervisor that was XXXX and she was more pleasant this time. I explained that XXXX had put in a dispute during my previous call about the two deposits from XXXXXXXX XXXX  and one from XXXX. The reason was that she could see where XXXX released the first deposit ( {$500.00} ) on XXXX but it was not applied to my available credit on card. The second deposit ( {$500.00} ) that XXXX said was released on XXXX she did not see released at all. The deposit from XXXX ( {$250.00} ) she could not see yet released and the notes from the first dispute with XXXX over deposit ( {$200.00} ) were not clear as to the outcome. After going back and forth with XXXX for quite some time she agreed that the deposits did not come back to me and gave me to another supervisor who could see more information about the disputes than her. This person said she would put in for an investigation on the outcome of first dispute and would try to expedite the current dispute and why I never was given provisional credit promised when disputes were filed. I did not hear back as I was supposed to be called the following day. 
I called on XXXX @ XXXX ( 18 min ) to find out what was happening as I still did not have any provisional on my card and XXXX said she saw all the notes on my account about these problems but would NOT be discussing any of them with me. If I had another problem other than the above, she was willing to discuss it but if not she was ending the call. 
Later on, XXXX provisional credit appeared on my available credit on card in these amounts : {$280.00} and {$220.00}. These were charges to my card from XXXX XXXX XXXX  from a separate rental where I had to get an extension. These charges have nothing to do with the deposits released on XXXX and XXXX from XXXX. 
The reason for all the hotel stays and rental cars is that I was evicted from my home in XXXX and had to sell my car and other belongings. From this I have had to pay for rental cars and hotels. I was counting on the money from the deposit/holds coming back to my availability so I could use it for a place to live. But the banks continued run around on all this has kept me from being able to access those funds and has cost me more of the little I had left in my checking account with US Bank. 
When I first sold my car, I had the gentleman who bought it give me a cashiers check for the amount he paid he offered cash but I thought a cashiers check was better as to not need to worry about the dollar bills all being real. The cashiers check was drawn on a local bank and I was able to call the number on the front to verify the funds. When I took it into the bank to cash it they only made available {$2000.00} and held the other {$15000.00} for 14 days. This cost me as I needed the money to get to family in XXXX Wyoming and had to pay for storage and XXXX  out of the available funds. After paying for a room for one week and the above I needed more of my funds to pay for deposit at XXXX that I already paid for online just needed the deposit. They refused to free any funds, so I was unable to access the room I prepaid for and was left to sleep in a rental car with my two XXXX  dogs. I called them several times, but they refused to clear any money for me. 
We recently have encountered a problem with deposit from our current hotel with our checking account as well. The hotel released the deposit, but our checking account charged it as a charge overdrawing our account. We had {$180.00} in our account and after they took two charges of {$84.00} & {$83.00}, and one other came in at {$21.00} When we called and told them about the error it took them 4 days to give back the two {$80.00} charges. But we should have had {$160.00} already in our account when the two {$80.00} charges came back so our account should have been {$330.00}. But they gave us back the charges only and did not give back the money that they took to overdraw the account.

I have been a customer of US Bank for over ten years and really dont understand the problems that I have been having. They have been very unhelpful with trying to get any answers to my problems. I would not have continued to use my credit card for the deposits as the problem has been on going but most merchants will not accept your debit card for deposits only credit card, so I have had no choice other than to continue to use them as a way to pay for housing and rental cars. I need this to be fixed so I can obtain permanent housing with the money that is tied up. Thank you in advance for your time and help. If you have any questions, please email me at XXXX or call me at XXXX. I have receipts, statements from bank, print outs from bank appointments which show a clear inconsistency. I also have my phone records showing communication with them on dates I listed.

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