Consumer complaint received 2017-06-26
Company: U.S. BANCORP
State: WV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
On XX/XX/XXXX, I inadvertently requested a balance transfer from City National Bank Credit Services to be paid to XXXX XXXX XXXX in the amount of {$750.00}. During the online application process I was not provided with the rate specifics of the transaction and due to this fact, I did not want to carry out this request. Following the submission of the request on XX/XX/XXXX, I contacted the City National Bank Credit customer service line at XXXX within 15 minutes of the online request being made and spoke with an agent identified as " XXXX ''. I explained to XXXX that I did not want to carry out the transaction and asked how the transaction could be stopped or cancelled. XXXX indicated that she was unable to view the transaction at the current time and that I needed to contact the customer service department in 24 hours to resolve the matter. She indicated that she placed a note in my account specifying my request to cancel the balance transfer request. The next day ( XX/XX/XXXX ) I called City National Bank Credit customer service again prior to XXXXXXXX XXXX. I again explained the situation to a new agent identified as XXXX. XXXX indicated that she could see the note in the account posted in reference to my previous request to cancel the balance transfer. She placed me on hold and when she returned, she indicated that the transaction had been cancelled. I thanked her for her assistance and proceeded to use card for multiple transactions during my vacation with the understanding the balance transfer request had been cancelled. When I returned home from my vacation on XX/XX/XXXX, I reviewed my mail and I had received a letter from City National Bank credit specifying that the balance transfer for {$750.00} to XXXX XXXX had been completed on XX/XX/XXXX. I was puzzled and frustrated by this letter as I had formally requested for the transaction to be cancelled on multiple occasions and had received assurance from City National Bank service reps that the matter had been resolved on XX/XX/XXXX. Therefore, I called City National Bank Credit customer service again on XX/XX/XXXX and spoke with another agent identified as " XXXX ''. I explained the situation to XXXX, and while she seemed to be sympathetic, she indicated that nothing could be done to resolve the matter until the money was returned by XXXX XXXX. She recommended that I call XXXX XXXX to see if they could cancel /return the payment to City National Credit. I expressed my frustration with the situation and was concerned that XXXX would likely not be willing to send back the payment or charge a fee to do it. I called XXXX XXXX and they indicated that the payment had been received from City National Bank  Credit, but they could not refund. Therefore, I called City National back and asked to speak with a supervisor and I spoke with an individual named " XXXX '' ( Employee # XXXX ). XXXX was not particularly helpful as he said he could not do anything without the return of payment from XXXX and inquired on multiple occasions as to why XXXX could not / would not return the payment. I told him that XXXX was not the problem and this would not have been a problem in the first place had the transaction been stopped or cancelled as requested. During my conversations with " XXXX '' I asked for contact information to file a complaint against a credit card provider and he only provided me with the complaint department for City National Bank Credit { XXXX and/or XXXX XXXX XXXX XXXX XXXX   XXXX XXXX, ND XXXX } While I plan to file a complaint with this department as well, I feel he should have been able to provide me with contact info. for an outside agency as well. I asked him if he had the ability to review the audio from the discussions I had had with agents " XXXX '' on XX/XX/XXXX and " XXXX '' on XX/XX/XXXX. He said that it was possible, but process this would not change the outcome so it would not be necessary nor would it be completed. I asked him if it was required to provide a customer with specific rate information for a balance transfer offer before executing the transaction and he did not provide specific answer to my question ( he only referenced the requirements for a phone-based transaction. As I could see I was getting nowhere with this issue, I asked " XXXX '' what date did I have to have the transfer paid off by to avoid any interest charges on the additional purchases I had made on the account + the transfer offer. He indicated that if the account was paid off in full by XX/XX/XXXX that I would incur no interest and would not pay any fees associated with the transfer with City National Bank Credit. It is my desire to resolve my business with this company as soon as possible, so I plan to pay the account off in full once all transactions have posted. In summation, these are my primary complaints : # 1 :  When making and online balance transfer with City National Bank Credit, the specific terms and rates are not provided until after the request has already been executed. The terms arrived in writing after it was paid out. # 2 : Near immediate ( within 15 minutes of the request being made ) notification was made to City National Bank Credit to stop / cancel the transfer request and assurances were provided by the company that the issue was resolved, yet the transaction was executed anyway and I now have to deal with the issues associated with the mistake. # 3 : Unwillingness by City National Bank to review the audio from the calls made on XX/XX/XXXX and XX/XX/XXXX. { They did admit that they could see the account notes and they admit to the mistake, but basically will do nothing to assist in helping me resolve the problem. # 4 : Supervisor " XXXX '' was not particularly helpful ( could not adequately answer multiple stated questions and did not seem particularly interested in helping me resolve the issue. He seemed more concerned as to why the other company could not return the payments and not the issues that lead to the problem in the first place. # 5 : The rushed timing of this transaction gives the appearance that it was pushed through regardless of my documented requests to stop or cancel the transaction.

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