Consumer complaint received 2019-02-19
Company: U.S. BANCORP
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XXXX Visa Signature Card Issued by XXXX XXXX XXXX. 
Case Reference : XXXX Seller Dispute : XXXX XXXXXXXX XXXX XXXX   Dispute {$420.00} As a matter of fact, I never received any latter requestin additional information. 

On XX/XX/XXXX2018, I made a purchase on a Glass Shower Door Package with Hardware Kit to remodel my Shower. It was shipped in 5 days. All the parts are shipped on a loose basis that there were no ways to verify every pieces as there was no installation Menu not instruction shipped with the Glasses. I checked only the glasses to make sure there were no crack.

I purchased the encloser based on the specifications shown on the Manufacturer 's Brochure that the Door Hinges were corner Mounted not a flat mounted. 
During the break down of my shower and rebuild, I went into difficulties. It took more time as I expected as the foundation had to be rebuilt. Once the foundation was removed and rebuilt and repiped the drain. I installed the plumbing and make sure the drains worked. I started to look into the parts of the enclosed. I found out the parts were wrong. Due to limited space, on one side of the wall, I did not had enough space for a flat Hinges. In addition, the other parts, such as the base mount tracks were wrong sizes with wrong cuts. I had no choice but contact the seller to suggest to replace the proper parts. The seller refused. 

I then filed a dispute with the Credit Card Company on XX/XX/XXXX2018 for {$420.00}. I expected they response in 10 days or less, it never came. Due to a pre-planned vacation, from XX/XX/XXXX2018 to XX/XX/XXXX2018, I left for oversea for amount a month. When I returned, I received a letter dated XX/XX/XXXX2018 with provisional Credit of the dispute amount plus interest. 

On XX/XX/XXXX2018, Card Member Service staff, XXXX sent me another letter requesting addition information. On XX/XX/XXXX, another letter stated no additional information was not received and the credit was reversed. As a matter of fact, I never received any latter requestin additional information. Anyway, I was unable to respond these two letters as I left the Country on 1XX/XX/XXXX2018 and did not return until XX/XX/XXXX2018, see attached the Boarding  Passes. 

Upon my return I rested then got sick for several days.A letter, dated 1XX/XX/XXXX2018 was received on XX/XX/XXXX2018 stating the dispute was closed. I called in the next business day. I talked to one of your Card Member Service staff explained to her I was out of the Country and request reopening of the dispute and requested an email address to provide addition information. The reasons were I have to send in color photos to show the item specification which the item shipped did not meet. She promised to reopen the case and she further agreed to provide an email address so I could use. She also told me that a letter would be sent to confirmed. I waited several days, I received nothing. I called in again and talked to another customer service staff who was very, impolite, rude and show no courtesy. She reviewed all the logged in conversations. She said she could not reopen the case. I asked her why not and I requested to talk to XXXX XXXX. She said she was XXXX. Upon hearing that, I felt I could not talk to her. I requested to talk to a supervisor. I was able to talk to a supervisor who assured me my requests would be granted and she also stated another staff would call in 24 to 48 business hours to provide such information. I waited, no one called. I called in again and request another Supervisor. She talked to me and provide me her name, XXXX, ID # XXXX. Again she stated she would make sure the case would be opened and provided me with an email in 24 to 48 Business Hours. Despite all these empty promises and wasted all the time, I got not where. Final I got a call, I asked who was calling me. It was XXXX. She told me she would not be able to reopen the case. She was rude. I asked what reason? She was unable to provide any reason. Then I knew I would get nowhere. I immediately I request an upper management staff to give me a call. She granted my request, we handed up. 

Based on what happened, the Card Member Service Staffs ignored the following facts which were XXXX 's Faults : 1 ) The dispute confirmation letter, dated XX/XX/XXXX2018, was sent after I left the Country. 
2 ) The Letter Request for addition information was sent XX/XX/XXXX2018 also sent after I left the Country.

Base on both letter dates, I was not in US to view and respond, the fault was never on me. To expedite the response, I requested several time a email address so I could send the color photos so the Customer Service could see how complicated the matter was.

The main dispute was the seller failed to ship the right and proper parts for proper Installation. Originally I ordered a right door mounted shower enclosure and they told me the enclosure could be mounted both ways. I did not questioned that as they are professional. When I try to install it, it could only installed only one way.

Due to the size of the remolded shower walls, I checked the manufacture specification properly to make sure it meets my space measurements. The problems were : Page1 : 1 ) The Two Hingers are to be mounted inside. The mounting brackets have screw mounting hole on the inside only. It Could not be mounted on both sides.

2 ) 2The Door Mounting Bar are precut three pieces.

3 ) The Mounting Bar and Hingers are mounted next to the doorjamb Page 2 : 1 ) The Door Mounting Hinge only have mounting screw holes on the inside.

2 ) The Return Panel and the Fixed Glass Pieces at the mounting joint has 45 Degree Cut.

Page 3 : Photos 1-The 2 wall mounting bars are showing full length. One should be cut into 3 pieces for the Glass Door Mounting of two hingers.

Photo 2 and 3-Photo-Showing Hinge have mounting bracket with screw holes on both side, wrong item.

Photo 4-The Return Panel base mounting bar has wrong 45 degree cut. It should be level as it is mount against the wall.

Photo 5-Over Length base mounting bar on the Joint side of the Return and Fixed Panels.

Page 4 : Photo 6-7-Over length size of the return Panel Bar Photo 8-9-Return Panel and Fixed panel joint should have 45 Degree Cut.

Since the mounting bars are chrome and custom sized. They have to be precut, then chromed. If it is cut again, it will burn and turn black and could not be chromed again.

I dont understand you are able to understand all these complex plans, parts to be joined and installed to form a Glass Shower Enclosure. All in one word, seller did not do their duty to check all the parts if they could be installed.

I hope from all I submitted, you surely again, the parts the seller shipped could not meet all installation requirements to an enclosure. Attached is the email I send to seller to resolve the dispute. The seller chose not to respond. You sure agree the seller did not meet their duties.

If you view the last attached photo, the Hinges are 90 degree mounted instead of the flat 180 Degree Flat Mounted the way I do not have enough side wall space for such mountings.

I demand immediate refund the purchase amount plus pro-rated interest.

Truly Yours ( XXXX XXXX ) PS : A Purchase Statement is also attached. View Item 4 dated XX/XX/XXXX2018. XXXX XXXX XXXX XXXX. 

Encl. : Card Member Service Letters, Itinerary, Boarding Pass, 2 pages of Enclosure Photos Showing Seller Order Specification Errors and email copies to show I was very reasonable and give the seller just reship the proper parts.

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