Consumer complaint received 2020-02-07
Company: U.S. BANCORP
State: CA
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 bought a Washer/Dryer from XXXX XXXX XXXX on XX/XX/2019. Once day later it was delivered, when I connected it to do laundry it was completely dead and non-working. 
I went back to the store one day later to return it and get my money back. I spoke to the manager, he told me he will come right back then he went into the back of the store and never returned even until the store closing hours. I was there for two hours then a staff of the store bullied me out of the store, told me they will not issue any refund and in his own words " it is what it is ". That experience was demoralizing, I was sold a Dead on arrival, non working unit and they are refusing to accept the return and give me a refund. 
I disputed this charge with my credit card company which is US Bank National Association .The representative on the phone at first told me that It s OK and I m not responsible for this purchase, it will be disputed and I ll get credit back. Then 3 months passed and I received a text message from US Bank stating that they are nearing the end of the dispute process .After a couple of days of I received a letter from US Bank stating that they are reversing the credit and closing the dispute in favor of the merchant. The reasons that they stated was the limited Cancellation/return policy of the merchant and the partial credits I received from the Merchant. Both those reasons are completely bogus and invalid .Those credit ( s ) that US Bank is referring to are refunds for two hoses, an exhaust ( accessories I purchased with the washer/dryer ) which I later returned to them and are COMPLETELY unrelated to the dispute matter. They are completely separate from the dead, non-working washer/dryer which was on the same order/transaction. And in regarding to the limited cancellation/return policy I was sold a non-working unit described to me as NEW-OPENED BOX which confirms that the unit must be in working condition, their policy regarding this described condition is that the unit must be in a working condition but cosmetic issues like small dents/scratches may be present, the one that got delivered to me by XXXX XXXX XXXX XXXX was DOA ( dead on arrival ), A completely non-working unit, the issue with the unit is not cosmetic ; IT IS A COMPLETE DEAD UNIT and I have video proof ( I had sent everything and all the evidence to US Bank ). 
What happened to me happened to countless people dealing with this XXXX store, you can find experiences and reviews in XXXX, XXXX, XXXX ... 
So as you can se

e US Bank stated bogus and invalid reasons to deny my dispute. My money is being stolen and US bank i
s an accomplice.

What US Bank is doing is illegal and they should give my money back.

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