Consumer complaint received 2020-02-29
Company: U.S. BANCORP
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On XX/XX/XXXX I made a purchase from a Website that I had a free membership account with where you could purchase Physical DVD 's and Stream and/or Download Movies. 

I Purchased 2 DVD 's that with tax added up to -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- {$31.00} I also purchased an Online Movie and a Online w/Download Movie adding up to -- -- -- -- {$24.00} Originally I had also ordered a Third DVD that came to -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- {$18.00} Which would have brought the Total to -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- {$75.00} Because of a Computer Glitch my Bank mistakenly reported this as a Fraudenlent Charge and contacted me the next Day.

Their Computer had Two entries in My Pending transactions.

One for the Total Charge of {$75.00} and One for the Total of 2 DVD 's plus Tax of {$31.00}.

I Clearly told them that the Total charge of {$75.00} was correct, but that the extra Charge of {$31.00} was Not.

Because of their Computer Error, it also appeared to me that the Website ( Which I had never had any previous problems with, after Years of Membership ) had overcharged me.

So, at the suggestion of my Bank I reported the charge as Fraudelent.

They also sent me a new Credit Card and Canceled my old Card Eventually the Website realized that the Third DVD was unavailable due to it being backordered and were unable to provide it to me at that time so they deleted it from my order.

They had shipped my 2 DVD 's in a timely manner and had added my 2 Online Movies to my Free Account which I could access at anytime with my E-Mail/Username and Secure Password. 

Because of the Delay of the Backordered then Deleted DVD from my account they did not charge my Card/Checking Account until XX/XX/XXXX 2 DVD 's with tax -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - {$31.00} which the site then charged a Usual/Nominal International Processing Fee of -- -- -- -- -- -- - {$0.00} Online Movie and a Online w/Download Movie -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- {$24.00} which the site then charged a Usual/Nominal International Processing Fee of -- -- -- -- -- -- -- XXXX Not having realized their mistake my Bank Denied the Charges on the same date XX/XX/XXXX Refunding the above charges identically. 

After several E-mails back and forth with the Website I assured them I would clear this up with my Bank. They made it clear that my Free Account with them with which I could access the Many Online Movies I had purchased in the past was susspended until I could get this cleared up with my Bank, it being Their ( The Bank 's ) original Mistake. 

I made several calls back and forth with my Bank 's Fraud Protection Line and their Customer Service Lines, which are Two Seperate Departments that do not appear to Communicate with each other at all. Each Call I had to make with my Bank, I had to tell this story ALL over again, with a Brand New Person. Even within the Customer Service Department I had to Repeat Myself Again and again.

Eventually either on XX/XX/XXXX or XX/XX/XXXX I Called the Customer Service Line of My Bank and went through the whole story again, and asked if it was correct that I should call my Website 's company directly and give them my New Credit Card Information over the phone, so they could be paid for the services they fulfilled a month prior, OR would they be paid by the Bank when they reversed the Mistaken Fraud Charge on my Original Credit Card that my Bank had Mistakenly Canceled For No Reason.

They said YES when I suggested the Idea of Calling the Company and giving them my New Credit Card information.

Sure enough I was promptly charged TWICE for the same services. 

Once for {$56.00} and a Processing fee of {$1.00} on XX/XX/XXXX AND a " Forced Post Ach Withdrawl Adjustment '' for {$31.00} and {$24.00} on XX/XX/XXXX {$31.00} and {$24.00} add up to {$56.00}, I don't know why my Bank didn't include the Processing fees, I guess they just kept that money for some reason. Another of their many Mistakes. 

I called Customer Services and the Fraud Protection Lines. Fraud Protection told me that the Claim was " Closed '' so they couldn't Reopen it for some reason, and that my only recourse was to file a New Claim of a " Duplicate Charge '' with the Customer Servive Line. Which I promptly did. I informed Customer Service I was on a Fixed Income as I am On XXXX and I also had Timed Withdrawls for Bills Due out of my Account that Would be covered had they not Overdrawn my account with their mistake. They assured me they were on top of it. 

They were not, But when Overdraft fees Were drawn out of my account they were imediately refunded by my Bank and eventually they did correct their mistake and Refunded my charge on my New Credit Card of {$56.00} and the Processing Fee of {$1.00}. Apparently, my Bank wanted to keep the original processing Fee, which I assume they still have. 

I considered the matter closed until I recently on XX/XX/XXXX i went on my Bank Account Website to balance my checkbook and I noticed a suprising and shocking Negative balance. 

My Account was Overdrawn because out of nowhere and with No notice from my bank, no E-mails, no Phone Calls, Nothing ... I noticed the following charges on my account. 

Dated XX/XX/XXXX " Forced Post Ach Withdrawal Adjustment '' for {$56.00} and {$1.00} I have notified them that this is an error and as usual they have told me to Call them where I will have to relay this to yet Another individual who has not communicated with anyone else in the company and has No access to any of my information which I have relayed about Ten times now.

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 monetary relief