Consumer complaint received 2018-04-20
Company: U.S. BANCORP
State: OR
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:
On XX/XX/XXXX I paid XXXX XXXX XXXX  via XXXX XXXX ( U.S. Bank ) {$1700.00} for a window installation from " XXXX XXXX '' a merchant I found on XXXX XXXX XXXX. XXXX XXXX XXXX immediately paid XXXX XXXX the {$1700.00}, as reflected on the work estimate XXXX XXXX emailed me on XX/XX/XXXX. However, Build-It Green delayed the installation twice and I had reason to lose confidence that it would complete the work at all so on XX/XX/XXXX I backcharged the {$1700.00} that I had paid. Upon doing this, XXXX XXXX was motivated to do the work, did so on XX/XX/XXXX and desired to be paid by check which I did. I have the canceled check and an invoice from XXXX XXXX showing the payment of {$1700.00} as well {$630.00} for additional work and a {$54.00} tip for a total of {$2400.00}. I sent all of this documentation to XXXX  XXXX on XX/XX/XXXX no response from XXXX XXXX. On XX/XX/XXXX I discovered that the provisional credit of {$1700.00} issued by XXXX had been removed and I was now being charged for a service I had already paid for. I called XXXX 's XXXX XXXX and demanded to know why I was assessed this charge. The rep I spoke with ( XXXX ) on XX/XX/XXXX said the dispute was not resolved in my favor because XXXX XXXX XXXX did not furnish a letter stating that the merchant had been paid but did tell me that the case was being reopened and I would have a determination on XX/XX/XXXX. I was able on XX/XX/XXXX to  obtain a letter from XXXX XXXX XXXX stating " Per our call, the offer you purchased with {$1700.00} for 4 Energy Star Windows Including Installation with XXXX XXXX has been filed for a charge back and it seems you have paid them ( XXXX XXXX ) and it seems you have paid them directly for the service. If you provide proof of payment to your financial institution, they should be able to refund the charge to XXXX XXXX XXXX for this offer. '' I faxed this letter early on XX/XX/XXXX to XXXX. I called XXXX 's XXXX XXXX  to confirm receipt of this fax and was told to expect a resolution of the dispute by XX/XX/XXXX. I called back on XX/XX/XXXX and was told the dispute would be resolved by XX/XX/XXXX ( today ). When I called today, I was told that the dispute settlement department documented having called me on XX/XX/XXXX, leaving a message with my " instructions for further steps. '' I checked by voice mail and found no message from XXXX nor any record of an incoming call. I called XXXX again insisting on speaking to someone in the dispute settlement department and was told that they did not take incoming calls but that someone would call me next week detailing the " additional steps '' I would need to take. I have already furnished proof of payment by check for the disputed amount, an invoice showing payment and documentation from XXXX XX/XX/XXXX that I do not owe them {$1700.00} ( which was paid to the merchant on XX/XX/XXXX. ) I don't know what " additional steps '' I can possibly take. Customer service on the part of XXXX XXXX has been unacceptably poor. The XXXX XXXX supervisor ( " XXXX '' ) told me this morning " This is how all card companies do business ''. I asked XXXX how I could file a complaint regarding the poor customer service I'd received by her company and was not given any options, although certainly she must have known about the CFPB.

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