Consumer complaint received 2022-09-12
Company: U.S. BANCORP
State: TN
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:
I paid for a hotel on XXXX. I initially paid for two nights. I later decided I wanted to stay a third night, so I added an additional night on XXXX and was charged accordingly. I initially planned to stay XX/XX/XXXX and XX/XX/2022. I decided to stay through XX/XX/2022. When I arrived to check in at the hotel, the desk clerk ( XXXX XXXX? ) informed me that I was booked for two separate rooms. She said she would cancel that reservation and book me for the three nights in one room. She said that if I was charged twice, I should let the manager know. When I realized I had been charged twice, the manager was not in the hotel. I was informed that the manager would not be available to speak to me until XX/XX/XXXX. ( I don't remember if it was XX/XX/XXXX or XX/XX/XXXX when I asked to speak to the hotel manager ). I was leaving early on XX/XX/XXXX and did not have time to wait until the manager arrived. I immediately called US Bank  to dispute the charges. I explained the situation to the US Bank  representative, exactly as I've typed it here. The representative opened a dispute and informed me of the next steps. 

Later, when the dispute paperwork arrived from US Bank, I completed the paperwork and returned it the same day it was received, along with the requires proof of payment. When I found out US Bank denied my dispute, I was livid. I called US Bank 's customer service and was given incorrect information by a representative. The representative told me the dispute paperwork had not been received. I lost my temper and told the representative to cancel my account immediately. She said she had cancelled it. I was disgusted with that experience and did not believe the representative to be truthful, based on her attitude. I immediately called back and asked for a supervisor. The representative who answered this call said that my account had not been cancelled. She cancelled the account and transferred me to someone in the dispute resolution department. I then spoke to a supervisor in that department and was told that the paperwork was received. However, the supervisor stated that I should have disputed the transaction with XXXX instead of XXXX XXXX and she would resubmit the dispute. 

Today, XX/XX/2022, I received a letter stating the second dispute was denied. I called and requested a supervisor. I was transferred to XXXX XXXX who said she was a supervisor ). She was not helpful and did not express much of a desire to assist me. I was informed by XXXX that the paperwork I submitted wasn't completed properly. If that is the case, why didn't the supervisor I spoke with initially tell me that information, let me know what was incorrect, and ask me to resubmit it correctly? Today was the first time I'd heard that my paperwork wasn't completed correctly. Each time I've called, I've been given incorrect information. Meanwhile, there is still {$370.00} that I am owed because I was billed twice for one room and one stay. All charges were made on the same US Bank credit card so there is no reason why the dispute can't be resolved properly. Any information that is needed by US Bank is contained in their own billing system. In addition to the receipts that I submitted from XXXX when I initially filed the dispute. When I asked XXXX if she had an extension or employee ID or some way of identifying her, she would not give me that information and said there was no way to reach her if I needed to call her back. She said she would forward my complaint to someone else and I should get a call back within 24 to 48 hours. 

As a consumer, I am outraged at the lies I have been told. I want the money, plus interest, that is owed to me. This whole experience with US Bank has been a nightmare.

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