Consumer complaint received 2020-12-19
Company: U.S. BANCORP
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
US Bank after 12 + years of banking no issues.We had used 0 % offers and paid them off before they went to a high % rate.In XX/XX/XXXX I saw the accounts from online showing XXXX balances 0 payment due.Because I was at another location on a job without my books with me .THE CREDIT CARD was with two different numbers same card US BANK CALLS IT CENTRAL BILLING. The offers we had used before had a number attached SO I THOUGHT THIS NUMBER WAS A NUMBER TO A XXXX XXXX promotion low % as in the past. 
I only had access to what the computer showed and the balance was XXXX with line of credit.So when he used the Credit card and we sent payments next statement I assumed this one is paid off.LIKE WE HAD DONE IN THE PAST. 
In the first part of XXXX I had been finding out the payments were not doing anything BECAUSE THE REAL STATEMENTS after I HAD CONTACTED THE BANK TO SEND the statements that shows the real amount due.I could not make since of why a late payment or fee for over the balance was being added.To find out no low % offer huge credit with a 22 % rate two separate statements same card two different numbers .ONE SHOWS XXXX OWED NO FEES DUE NO BALANCE other shows no charges only a amount that was charged and a balance with now minimum payment due.In XXXX I wrote the CEO office in hopes of getting help.After 10 letters sent emails also, only the same letter came back Not address any of the REAL ISSUE.The payments in XXXX were made even doubled.After I had exhausted every effort a compromise was offered 4 % without lowering the balance.On two cards that had been converted by the bank to this system.You can see the paper we were sent.NOTHING SAID ABOUT TWO DIFFERENT NUMBERS ONE CARD. XX/XX/XXXX I accepted the offer for the COVID HARDSHIP thinking when they spoke it was going to be as they said it would.THE payments would not be forgiven just put on the end of the loan.YET the compromise given by a XXXX NEVER being able to speak to him again after he had given his direct # We sent in payments and one was to be for both of the cards.Yet no one would call back and i said what about this hardship offer NO RESPONSE My husband is on the card and could not hear well.So he gave permission to allow them to speak to me.THEY WOULD GET PERMISSION THEN TRANSFER AGAIN AND WE HAD TO DO IT AGAIN.So they suggested I get power of attorney .We did that in XXXX finally was able to get a notary .Sent it in to all of the places they asked us to mailed .emailed to ceo office.copy of driver license passport statements social security letter .They sent it back i have letter they could not find the account.THIS IS IMPOSSIBLE.After not being able to be sure of what they were doing .THERE WAS letter to say we are reversing a payment .see the copy DOESNT MAKE IT CLEAR WHAT THAT MEANT SEND IT BACK TO MY BANK OR WHAT? meanwhile i made another payment this is all in XXXX TO XX/XX/XXXX .So the XXXX payment comes on these two different cards with four number two per card. Shows a amount of {$660.00} min payment and {$1500.00} was sent when the XXXX and XXXX payment was not supposed to be billed with the hardship.AND the credit was {$70000.00} ( XX/XX/XXXX ) No one gave any explanation AGAIN ASKING for DURABLE POWER OF ATTORNEY THAT HAD BEEN GIVEN TO THEM in XX/XX/XXXX this was XXXX XXXX STILL TRIYING TO GET HELP they send letters cant get through on the phone the online for the account we had used for a lot of years said we had to call. AT THIS POINT I GAVE UP AND I DONT BELIEVE ANYTHING THEY SAY.Statements are not correct with what was told to us.And to send money that is not being used as they said it would be used, refusing to answer how a card can be made to look like one thing .WHEN IT IS REALLY BEING USED AS A HARD MONEY LOAN.THERE is no way to deal with them.THEY MAKE YOU TALK TO ONE PERSON ON ONE CARD ANOTHER ON A DIFFERENT CARD.PROMISE A SUPERVISOR WILL CALL BACK AND THEY DONT.Now i get a lot of calls.That i don't take anymore.I have asked for as senior associate that has access to all of the cards.A communication group for CEO has sent letters that are wrong .THEY CANT EVEN GET the numbers straight to the cards or the fact PAYMENTS WERE MISAPPLIED OR the card was a hoax to make you believe in central billing.

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