Consumer complaint received 2022-08-30
Company: U.S. BANCORP
State: MT
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
Since last year, US Bank has been running a credit card due date payment scam. Last year -- I'm not sure exactly when -- US Bank rolled their separate online Visa credit card payment module into their Bill Pay one, without taking into account that the latter doesn't allow users to post payments on weekends or holidays, even when the statement due date falls on one of those days. Hence, for the past year or more, US Bank has been forcing credit card customers to pay up to at least three days early or pay late and get charged a fee and interest. They made the change without any notification to cardholders or with a workaround. 

I notified them of this, including their Office of the President, in Fall XXXX, but they blew it off without investigation, although I had provided enough information for them to do so. In the meantime, sometime around the turn of the year, I called their Customer Service and asked specifically what would happen if my Statement due date fell on a weekend or holiday and I set up payment for the next business day. After consulting with someone, I assumed a supervisor, the rep returned to say that the payment wouldn't be considered late. That turned out not to be true. 

I made an {$8.00} purchase on XXXX this past XXXX using my US Bank Visa card and subsequently discovered that the Statement due date, XX/XX/XXXX, fell on a Saturday. On XX/XX/XXXX, I set up a payment for the next business day after the weekend, XX/XX/XXXX. As a result, the payment was considered late, with an {$8.00} fee and {$1.00} interest. On this basis, I wrote their Customer Service explaining and asking why. When I received a perfunctory response, I asked that the matter be escalated to the Bank 's Office of the President. 

I have since been contacted by XXXX of the Office of the President, and spoken with XXXX ( XXXX  hour customer support ) and XXXX in IT, the latter opening a case number ( XXXX ), which meant it went to IT Operation Team. In addition, XXXX reversed the late payment charges ; XXXX sent me the Bank 's online Digital Explorer demo entitled " Pay Your US Bank Account Bill, '' which affirmed what I claimed. Through this process, everyone claimed to be unaware of the change to the US Bank 's site and its repercussions, except for XXXX ' supervisor. 

The Operations Team emailed me a day or two later with another perfunctory, irrelevant reply about unplugging my modem, checking software, etc. To that, I reexplained the issue and offered screenshots to back it up. Only then, did I get a request to see the latter, although at every step of the way I had offered them but been refused ( neither XXXX or IT were able to view my computer remotely because the " Cobrowse '' link on their site did not respond with any browser I tried ( XXXX XXXX XXXXXXXX -- XXXX  XXXX ). I've attached the screenshots to this complaint. That's where it currently stands. 

The three screenshots are as follows : 1 ) US Bank Visa XX/XX/XXXX due date blanked out when I went to pay on XX/XX/XXXX 2 ) US Bank Visa XX/XX/XXXX due date with popup showing weekends & holiday blanked, so you can see XXXX XXXX is greyed out 3 ) The example taken from the US Bank 's own Digital Explorer tutorial, " Pay Your US Bank Account Bill '' demo, showing weekend days greyed out 4 ) US Bank Visa XX/XX/XXXX late fee & interest [ since reversed ]

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