Consumer complaint received 2019-04-25
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
A week prior to XX/XX/XXXX I went into XXXX  XXXX XXXX to inquire on fixing my son 's computer specifically for gaming. My son 's computer was working for these games however there was a major lag. The store tech XXXX stated the games will work much better with a new 512g solid state hard drive and mirror the image from the damaged hard drive to new SS hard drive. Although it was recommended to buy a more expensive PC I elected not to because I could not afford it and was re-assured by XXXX the store tech that it will work just fine playing 1 or 2 games. I left the computer with XXXX XXXX and on XX/XX/XXXX paid for the services by atm pin since we agreed with the updated parts these 2 games ( XXXX ) would work just fine based on the equipment installed. XX/XX/XXXX dropped off the the tower with installed equipment because not even 1 game could load onto screen at all. I left it there for 2 hours and store tech XXXX stated nothing is wrong with it and that it must be the game. These 2 games are extremely popular and played all over the world so it's not the game or no one would be playing which they are still played to this day across the world. XX/XX/XXXX called again and XXXX the store tech walked us thru google how to clean any bugs with the game and we did so. This took 2 to 3 hours that day and after all of that neither game ( ark or fortnight ) would load onto the computer screen. XX/XX/XXXX my husband XXXX XXXX text messaged the store clerk XXXX as we took his advice to XXXX to see what else we could do and nothing worked ( image of text attached ). The store clerk tried to blame me that I didn't follow the recommendation to get a more expensive PC which was not an option because I could not afford to do so. If what was initially recommended wasn't going to work why take my {$420.00} to begin with? It was best to say this will not work and allow me to save my {$420.00} instead of just taking it and not giving it back. My chief complaint at this point is even though the equipment was in warranty, the fact that XXXX the store clerk stated to XXXX how to fix the game when the sole purpose was to allow for the game to work on my son 's pc, means to me that it was our problem and not their 's at that point if I had to rely on XXXX to fix it. Furthermore, I went into the store on XX/XX/XXXX and asked for a refund and the owner said no. I said why he said I can't do that. Now, based on that answer I can understand if there was a refund policy or return policy in the store but none of the documentation XXXX XXXX provided as well as the images captured show a return/refund policy. US Bank refiled my dispute and responded on XX/XX/XXXX, however nothing new was provided by XXXX XXXX. US Bank simply just copy/pasted the documentation they received on XX/XX/2018. I would think if they were going to refile a dispute that further evidence would be needed to prove XXXX XXXX 's return/refund policy but this didn't happen because this company doesn't have one. It is for this reason I deserve a refund because there is no refund policy with this store. All documents provided as well as images show that i returned the merchandise and I have every right to because XXXX XXXX doesn't have a return/refund policy in place. If this doesn't get resolve this time i will definitely seek legal advise not only against XXXX XXXX but also against US Bank for not protecting me the consumer and to only state well because it's been more than 60 days you can no longer file a dispute ... .this can be documented by the last phone call recorded between myself and the US Bank representative.

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