Consumer complaint received 2022-02-02
Company: U.S. BANCORP
State: SC
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 is charging for X-box live and I have tried to cancel the account and charges through them. They require that I respond to an email sent to the email on file to cancel the account and you can't cancel the account any other way. The account was setup years ago and a request was made to cancel it back then when the device to use it on was disposed of. We were told the account was canceled then so we believed it was resolved. However, a year later we are still being charged so we tried to cancel it again. Unfortunately the company providing the original email service is no longer in business and access to the email address is not possible. Given this XXXX will not let us cancel the account. They told us there is no recourse since they can't validate we are the actual account holder as their cancelation policy requires. So we went to the credit card company and in XX/XX/XXXX they told us they would cancel the existing card and re-issue us a new card. This would stop the charges. One year later they allowed the charges to go through again. So I contact XXXX again and asked if there was any other way to cancel the account and was once again told no. Only by responding to an email sent to the original email the account was started on to validate the account holder can we cancel the account. In XX/XX/XXXX we again went to US bank and told them we are not getting the goods or service XXXX is charging us for nor are they allowing us to cancel the account. So they once again told us they would cancel the card and issue a new credit card with a new credit card number. XXXX year later same issue. So I emailed them and wrote out all the issues we were having with XXXX and how we had tried to get US bank to stop the charges as well. We got a letter telling us that they do not stop re-occuring charges that we have to go to XXXX to get them stopped. However given the circumstances they notate our account to not accept charges from XXXX but this would mean we would not be able to buy goods or services from them with our credit card. Obviously by this point we were ok with that. One year later again we get charged. Again we get told even if we can't get a creditor to stop a re-occuring charge and we are not getting the goods or services they are charging us there is nothing the bank will do to block the charges. I felt I had no choice but to cancel the account and they are sending me a confirmation letter that it was canceled. It clearly states in the consumer credit protection act that a credit card company can revert the charges or stop them if we are not getting the goods or services as promised by the creditor and still US bank refuses to do just that. Essentially if a re-occuring charge is started on a credit card there is no way to stop it. The provider whom the charges are coming from doesn't have to stop charging the card and the bank has no desire to stop the charges. XXXX there are no protections for a consumer since both the service provider and the credit card company are working together to stop the cancelation. In XX/XX/XXXX I asked to cancel the card then but they sent me to a cancelation group as they put it who outlined all the reasons I should not cancel the card and spent 20 minutes telling me all the ways the bank is helping me and how they could block the creditor so I let it go one more year. This year I told them I don't care what they say I am not listening cancel the account period. We shall see if they send me the letter and or I get charged again for the XXXX services I am not receiving. I have very little confidence I will get the letter and am 90 % certain I will have to fight to get the account closed.

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