Consumer complaint received 2018-08-02
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: Card was charged for something you did not purchase with the card

Complaint:
On XXXX XX/XX/2018, I received an alert to two charges made to my US Bank credit card in the amount of XXXX each. I immediately contacted the bank and informed that those charges were not authorized by me. As you will note from the attached documentation, the charges were made while I was on business outside the US. I do not deny that I was in that particular establishment nor do I deny that I did authorize charges to the card, but I DID NOT in anyway authorize charges that equal the USD equivalent of {$7000.00} each. The bank made two cases out of the charges ( case numbers are reflected in the attached correspondence ). Based on my contact, the bank reversed the two charges pending the outcome of the dispute process. When I returned back to my home in the US, I received a letter that had arrived in my absence requesting information on the dispute. I sent a fax ( XXXX XX/XX/2018 ) with a letter explaining what had happened. The fax was sent within the timeframe provided in the letter from the bank, but they did not acknowledge receiving it and reversed the charges. I called and advised that I had timely responded and they researched further and found my fax and again credited my account for the two charges. I received a second letter ( related to the second case that the bank made ) requesting information to which I sent another fax response ( XXXX XX/XX/2018 ) with some minor clarifications to the letter I initially sent. I attempted to call the caseworker so that I could provide additional explanation to the letter, but only received a recording. I then called the toll free number and was informed that I would receive a call within 1 - 2 business days - I did not receive a call. I did not record the date of that call, nor did I record the dates of at least one other call attempt to which I received no response. On XXXX XX/XX/2018, I received a letter dated XXXX XXXX advising that the bank was unable to resolve the matter. On XXXX XXXX I faxed an appeal to that decision and also send the letter by certified mail. To this date, I have received no written response to those letters - the fax cover sheet shows that the fax was received and the USPS verified that the certified mail was delivered. I advised that I would be out of town for the next 30 days and would appreciate a phone call or email to confirm receipt. On XXXX XX/XX/2018, I called the toll free number to discuss the case and was advised that I would receive a call back in 1 - 2 business days. I did not receive any calls. I called again on XXXX XXXX and XXXX XXXX each time being promised a call back. On XXXX XXXX, I attempted to call the caseworker but again only received a recorded message with her office hours ( I was calling within those hours ) and left a message for a call. I also called the toll free number and requested a call. The bank indicates that they have attempted to call me on two or three occasions, but no such efforts are reflected in my mobile phone 's call log. On XXXX XXXX, I did manage to speak with the manager of the fraud section who advised that my case was closed because once the dispute has reached 30 days, they can do nothing further. There is no evidence that they attempted to do anything to verify the charges, but are simply relying on the fact that the card was swiped - as is noted in the documents attached - I do not dispute that the card was swiped nor do I dispute that the club manager is the one that swiped the card - in doing so he input amounts I did not authorize nor did I agree to nor was I aware of - the fact that I went back the following day upon notification of the charges should evidence of that - also the fact that I researched to determine the transaction numbers so they could find the charges in order to reverse them should also be evidence that I did not agree to these charges. I did finally receive a call on XXXX XXXX from a phone number that rang and when I answered it was an automatic dialer that did not respond to my hello ( three times ) and the line finally disconnected. When I tried to call it back, I got a message that the number was not a number on which a call back could be made. I called the toll free number and after they researched, they indicated that the call was made by a caseworker named XXXX and her phone number is ( XXXX ) XXXX. I called and left a message informing that I had not received any response to the call and the line was then disconnected, so it was not possible for her to leave a voice message. I have not received a call back ( didn't leave a number, but left my case number so they have my phone number ). At this point, it is very obvious they have no interest in helping resolve my dispute, so am requesting your assistance.

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