Consumer complaint received 2019-03-23
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I purchased a laptop, speaker, and a pair of headphones from the XXXX online shop late XX/XX/XXXX for the amount of {$3100.00}. After receiving a different laptop and other speakers as a gift, I decided to return my items to XXXX. 

I contacted XXXX and to request the return, and I was informed that I would receive an email with prepaid shipping labels and instructions on how to proceed with the return. I received this email on XX/XX/XXXX, which stated that I have 14 days to return the items and that receipt of said items will be confirmed by email after which I proceeded to return the items in the same boxes that I received them in. On XX/XX/XXXX, I received an email confirmation from XXXX stating they have received the laptop, speakers, and headphones and that I should expect a refund for the items within 5 business days. After waiting 5 business days and not receiving the refund for the items, I proceeded to contact XXXX to resolve the issue. After being asked to stay on hold for over half an hour, I was told that I would not be receiving a refund for the items. 

I proceeded to contact US Bank to dispute the transaction and was asked to provide relevant dates of purchase and return along with " proof of return '' of the items. I provided the relevant order number and return number provided to me by XXXX ( Order Number : XXXX, Return Number : XXXX ) and also offered to forward all relevant emails from XXXX to me regarding my return request and their confirmation of receipt for the items I returned, however I was told that I provided enough information and that I would be contacted if any other information was needed from me. 

On XX/XX/XXXX, I received provisional credit for the dispute and on XX/XX/XXXX I was charged back for the same {$3100.00}. When I contacted US Bank I was told that my claim was denied on the basis that I did not provide " proof of return '' for the items, which I provided when I originally called to file the dispute with US Bank. I told the US Bank representative that I provided all relevant information and was confused as to why US Bank did not attempt to contact me to request this information and resolve this matter instead of denying my claim. After being put on hold for a long time, I was asked for the proof of return information which I provided again, was informed that US Bank will be reopening my claim again, and to wait for a letter in the mail which I had to complete and return. I was also told that I would not be provided provisional credit again for the dispute since they were opening this dispute for a second time which was preposterous since it was not my fault that the bank did not have the information that I provided! 

I was then contacted by the caseworker from US Bank handling my dispute and was informed that they are now requesting additional " proof of return '' of the items and are requesting tracking numbers for the items that were shipped! I informed the representative that I did not have access to any tracking numbers as XXXX sent me an email with a link to a webpage that provided prepaid shipping labels for the return of the items which I offered to provide. I also notified the representative that XXXX should have access to the tracking information since they were the purchasers of the shipping to which I was told that if any other information would be required I would be contacted and to include all proof I had with the paperwork that I should be receiving soon. After I received the paperwork from US Bank, I completed the requested documents and also attached photos of the emails sent to me by XXXX for the return request and the confirmation of receipt of the returned items, which was what I had originally provided to US Bank! 

On XX/XX/XXXX, I received a credit to my account for the same amount of {$3100.00} and on XX/XX/XXXX, I was charged again for the same amount of {$3100.00}. After contacting US Bank, I was told that my dispute has been denied again because I did not provide " valid proof of return ''. I stated that was ridiculous since this has happened once already and I already provided all the required relevant information. I then asked if US Bank had the information I provided such as the return number and email sent to me by XXXX stating they have received the items and when to expect the refund for the items. I was placed on hold once more and then was told that I would have to be contacted by my case worker to answer any more questions and to resolve the issue and agreed that I provided enough evidence for the return. I asked if there was anyone I could speak to at that time about my case and was told that only my case worker can contact me within 1-2 business days and I have no way of attempting to contact them myself concerning the issue! After I was contacted by my case worker, I was informed that since no tracking number was provided my claim was denied and that I should try to contact the merchant to resolve the issue! 

I stated that this was ridiculous and the information and proof I provided was more than substantial to substantiate my claim. But I was told that now without the tracking numbers, the claim can not be continued. I proceeded to contact XXXX and they provided me the tracking numbers and I called US Bank back to provide the information. After providing the tracking numbers I was told that if they need any other information from me that I would be contacted by my caseworker which did proceed to contact me and inform me that it is in fact now too late to proceed with my dispute and that I should try to contact the merchant to resolve the dispute. 

It is very unfair and even insulting that I should be held accountable for {$3100.00} for items that I returned and for a national bank to conspire with its merchants to deny consumers any protection against simple things like receiving a refund for returned items. 

Please note the tracking numbers for the 3 items I returned : XXXX XXXX XXXX

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 non-monetary relief