Consumer complaint received 2019-08-12
Company: U.S. BANCORP
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
I obtained a secured credit card with US Bank in XX/XX/XXXX with XXXX CL. On XX/XX/XXXX, I went to the website to pay off the balance of nearly XXXX. I looked at pending payments and 3 payments for the same amount showed up. I cancelled 1 and all 3 pending payments disappeared. I rescheduled the payment and once again, 3 pending payments displayed. Figured this was a software defect with how the website displayed the data. On XXXX, my checked my local XXXX account and 3 separate payments for nearly XXXX had posted and cleared my account causing a XXXX over-payment. 

Logged into USBank 's website and showed I had nearly a XXXX credit balance and nearly XXXX available credit. 

-- I called USBank on XXXX and spoke with a CSR. She indicated a paper check would be issued on Friday and would arrive in XXXX business days. 
-- I checked USBank 's website on XXXX and still showed nearly XXXX credit balance but only XXXX available credit. 
-- Called USBank on XXXX and the 2nd CSR said that they would not be able to issue a refund that quickly as they would have to investigate and it would most likely be Monday XXXX and that the overpayment would be refunded via ACH. 
-- Called USBank on XXXX and with website still showing XXXX available credit and XXXX credit balance. She indicated that the ACH should be getting pushed that day but said there was no way to know for sure. 
-- Spoke with USBank Social Media relations on XXXX and she indicated she would escalate and someone would call me within 24 BUSINESS hours ( i.e. 3 business days ). 
-- Called USBank on XXXX and requested to immediately speak to a supervisor. Wound up having to spend 15 minutes with 1st line CSR before he would allow me to speak to supervisor. 
-- Transferred to supervisor on XXXX who assured me that it was being taken care of. Asked what that meant and she indicated that the ACH will be issued. I asked for clarification of " will '' as in future tense ( if so, when ) or " has been ''. She said had been -- that she could see that the ACH refund transaction had been initiated. 
-- As of XXXX, there was no money returned to my local XXXX. However, at this point, my available credit was nearly XXXX dollars on a XXXX CL secured card. 
-- Called USBank again on XX/XX/XXXX and CSR indicated that all opened cases had been closed and that a physica check for the amount owed had been sent to me and would reach me in 7-10 business days ( now putting us 3 weeks of them holding my money interest fee ). He apologized profusely, said that he would escalate etc. 

As a direct result of the negligence of USBank : -- I have not been able to pay my rent because I have not had access to the XXXX bucks I was expecting to have. 
-- I have bounced a check with my local credit union because my balance has been XXXX less than it should be through USBank 's pulling my payment three times. 
-- I have had my cell phone disconnected due to the bounced check and have had to pay a re-connection fee and bounced check fee. 
-- I have had to spend over 8 hours over the last 10 days ( the equivalent of 1 business day ) trying to resolve this situation. I work full time and this is the equivalent of one day off from work for which I have not been paid. 

Attached, please find the statement that shows 3 payments for XXXX on XX/XX/XXXX. Please remember this payment was for a XXXX CL Secured card. Most credit cards will not allow you to pay more than 7-10 percent more than your actual balance.

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