Consumer complaint received 2019-04-02
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:
A week prior to XX/XX/XXXX I went into XXXX XXXX XXXX to ask if they can fix my son 's computer to play video games on it. I specifically said for games such as XXXX and XXXX. The clerk said yes and left it with him. On XX/XX/XXXX received a call stating it was ready and paid the {$420.00}. XX/XX/XXXX and XXXX same clerk who repaired it was on the phone with us walking us thru how to fix it since XXXX   nor XXXX  could not load on computer. We followed the clerk 's instructions on how to fix it via some instructions he found on XXXX and after 2 days it still did not work. XX/XX/XXXX, I went into XXXX   XXXX XXXX asking for a refund and they refused. I gave their merchandise back ( have pics to support this ) and stated I will dispute thru my bank ( us bank ). I called in to dispute the charge and US Bank filed it as fraudulent as I later found out. I specifically explained to US Bank that we are filing a dispute for not receiving the product/service. We were told by US Bank we would receive paperwork in the mail to further explain our dispute and any supporting evidence. We received the refund in about a week. We didn't receive any paperwork as described so we called in. US Bank kept transferring us from dept to dept and stated that they had to refile our dispute. Again we stated we are filing a dispute based on not receiving a product/service. Again, they filed it as fraud as we found out later. A month later we receive a notice stating that after their investigation they didn't discover any fraud as the transaction was done by pin and US Bank withdrew the {$420.00} from my account. I called in again and found out the 2 disputes filed were fraud when I never stated it was fraud. US Bank stated they would refile the claim again. US Bank explained the funds would go back into my account in about a week however the funds never appeared. Multiple calls were made week after week asking when the money would be returned to my account and no one could give an answer. Multiple times as I was on hold for over an hour and transferred from dept to dept as no one could give me a solid answer. Finally, got a hold of someone and they stated based on the type of transaction that was done ( by pin ) it was not fraud. Again i explained I never once said it was fraud I am disputing the fact that I didn't receive my product/service. US Bank stated because 60 days had gone by at this point there's nothing they could do for me as it was too late to file a dispute and to seek legal advice. This claim was handled incorrectly for 60 days and then US Bank covers themselves by stating it's too late to dispute it at this point. This is unfair and I deserve my {$420.00} back for not getting the product/service I paid for. I barely found out about cfpb or I would have filed this a long time ago.

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