Consumer complaint received 2021-09-30
Company: U.S. BANCORP
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I disputed a charge of {$290.00} from XXXX that occured XX/XX/21 with Cardmember Service at US Bank, as XXXX falsely advertised a last-minute bargain plane ticket through XXXX XXXX that I purchased around XXXX XXXX on Saturday XX/XX/21. A few hours later when it was time to check in through XXXX XXXX, the flight was at full capacity and I could not select a seat, as it was an overbooked flight. Travel insurance was purchased for an additional {$20.00} in addition to the {$270.00} cost of the flight. This was a one-way flight from XXXX, AZ to XXXX, MO scheduled for Sunday XX/XX/21. After I was unable to check in and select a seat, I reported to XXXX on their customer service support chat on XX/XX/21 the issue to XXXX, the agent at XXXX. This was in the afternoon of XX/XX/21 prior to the scheduled departure of this flight on XX/XX/21. 

The XXXX protection that was sold to me was noted in an email XXXX  sent me immediately following the purchasing of the ticket at around XXXX XXXX providing me a policy from XXXX which advertises the ticket as protected at 100 % refundable if cancelled prior to departure. I told the agent at XXXX I could not take the flight due to overbooking and the agent ignored this and said I could cancel with no refund from XXXX but after cancelling could get the refund through XXXX, which I had the policy with already for and the agent even provided me with the phone number and contact info for AIG, which was the travel protection, and the company had already changed names since purchase. I agreed under those conditions as I anticipated the full refund from what the chat agent told me, and cancelled with the agent at XXXX XXXX on XX/XX/21, even though XXXX should have immediately refunded me for this overbooking but instead put an unusable travel credit voucher on my account I had no way of using. After chatting with XXXX Customer Service on Saturday XX/XX/21, I filed a claim with AIG XXXX of their website, as I called their offices, and they were closed on the weekends. The third-party coverage was not XXXX XXXX , it was AIG I filed the claim with, and was then passed off to a company called XXXX to make the decision on the claim, which this company had different conditions and guidelines. I filed the claim with XXXX but I was denied the claim, as there were different terms I did not agree to with XXXX or AIG that excluded cancellations for the reasons that were covered under the Travel Guard Policy I received from XXXX when purchasing the coverage. 

XXXX falsely advertised services I could not use and could not recover the funds promised to me I would be able to recover. They denied me using the travel credit, which is not as good as a refund anyway. I then filed a chargeback with my bank US Bank and Carmember Service as this was made on a debit card. I immediately sent relevant documents to US Bank Cardemember Service confirmed as received sent XX/XX/21. Third months later, Carmember Service on XX/XX/21 debited my checking acount without notifying me, overdrafting the account and causing many issues I was given no notice about. They dateda later XX/XX/21 stating they would take adverse action on the debit accout on XX/XX/21. I noticed the withdrawal and caused many problems and received their letter in the mail XX/XX/21 after thet adversely reversed the charges without good cause stating the ticket was " non-refundable '' which is unacceptable.

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