Consumer complaint received 2019-06-12
Company: U.S. BANCORP
State: CA
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:
This complaint is in regards to a denied fraud claim in the total amount of {$13000.00} in Unauthorized charges from XX/XX/XXXX to XX/XX/XXXX with a credit card that was never received or activated by me. Credit Card last used was XX/XX/XXXX which expired on XX/XX/XXXX, And the new Updated with new expiration Credit Card was never received or activated by me. Also not Overseeing charges due to without my consent, knowledge, or request Cardmember Services changed my manual payments which last manually amount paid was XX/XX/XXXX and without my request or authorization on XX/XX/XXXX automatic payments were set up by Cardmember Service which paid the Statement Balance Due each Month with my us bank checking account. CardmemeberService made these changes after issuing a refund on XX/XX/XXXX from my account due to the prior fraud claim. Which was a different complaint I had filed as well with CFPB back on XX/XX/XXXX with a complaint of Cardmember Services denying my claim? Only after Cardmember Services investigator, without my knowledge, or consent changed the billing address I had on file replacing it with the shipping address were unauthorized charges were being shipped to only for the benefit of cardmember service not having to approve my claim. Well Cardmember Services also is providing me with incorrect answers as why my claim was denied ( Letter 1 attached ) Received letter from Cardmember Service and  determined there were authorized transactions reported in my fraud claim, exact investigator words THE CARD WAS USED BY AN INDIVIDUAL THAT HAD PREVIOUSLY AUTHORIZED TO USE CARD, AND YOU DID NOT NOTIFY US THAT THE PERSON WAS NO LONGER AUTHORIZED. Cardmember service is incorrect the reason being there's has never been an authorized user on this account whatsoever only myself the card holder ... I have tried to clarify this information with Cardmember services, and they refused to help me any further. When I spoke with XXXX at Cardmember service on XX/XX/XXXX, she informed, reason claim was denied, was due to friendly fraud without having any truthful or accurate information to validate their accusations. On XX/XX/XXXX When I reported such transactions, I have said to us cardmember fraud team about suspects my father and ex-boyfriend. Which I was instructed by the fraud team to file a police report with suspects information which I did without any hesitations and have provided such report number to Cardmember Services. According to Supervisors reviewing my calls they are stating that I had refused to file a police report due to suspects being my father and ex-boyfriend, that's incorrect as proof there's the phone conversation they could go over once again, and at any point I have not refused or given reason to believe I was not going to file report. I'm also including a list of approved transactions found in my favor and received a credit which also is included in my denied list transactions under the same merchant. I was instructed by XXXX next step if I disagree with their investigation results that I would need to write to the house president, which I em along with this complaint to have on file of such malpractices. 
.. Even though I had called and reported these transactions on XX/XX/XXXX representative did not close my account and card was used after I had said to Us bank. When I requested for a copy of their findings of their investigation as to denying my claim, they informed me there's was no documents whatsoever. That the results were based from a phone conversation with Cardmember Services are changing my answers once again to deny my claim once again for their benefit of not approving my request.

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