Consumer complaint received 2019-09-19
Company: U.S. BANCORP
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
XX/XX/2019 An online payment was submitted for {$9600.00}. That payment was pulled from our account twice, but only submitted once. 

On XX/XX/2019 at XXXX XXXX  the following message was sent : I went through the process of paying off this card today ( about 2 hours ago ). I do not see any transactions showing up in pending and no funds have been withdrawn from my checking account. Can you please confirm things went through as expected? Its concerning to have no record of a transaction show after a couple of hours. Thanks. 

ate : XX/XX/2019 Message # : XXXX From : Cardmember Service Subject : Payment not showing up Message : Dear  XXXX XXXX XXXX : Thank you for contacting Cardmember Service via our website about your Visa account ending in XXXX. Online payments made before XXXX XXXX. CT will be credited for the same day. Online payments made at or after XXXX XXXX. CT will be credited for the following day. Your payment will appear in the transaction details the morning of the second business day. To view, delete, or edit your scheduled payment ( s ) online, follow these steps : 1. Click on the Payments link. 2. Click on the View Payment Schedule link. 3. Click on the appropriate link to edit or delete a payment. Our records indicate that two payments for {$9600.00} each posted to your account on XX/XX/2019 and viewable online as of this morning. Please contact us again if we can be of further assistance. Sincerely, XXXX XXXX Cardmember Service Advisor On XX/XX/2019 at XXXX XXXX the following message was sent online : I paid off my the balance of this card on Friday. It appears you are ( or will be trying to ) take the payment twice. As I only submitted the payment once, I have to believe this is a mistake on your part. DO NOT TAKE THE PAYMENT TWICE. PLEASE CANCEL THE SECOND TRANSACTION. From the transaction export : -- -- -- -- -- -- XX/XX/2019 CREDIT INTERNET PAYMENT THANK YOU INTERNET ; XXXX ; XXXX XX/XX/2019 CREDIT INTERNET PAYMENT THANK YOU INTERNET ; XXXX ; XXXX -- -- -- -- -- -- The information I can see about these two transactions is shockingly lacking, but again, the SECOND TRANSACTION SHOULD BE CANCELLED. Please provide confirmation when this is complete. Thanks. 

Date : XX/XX/2019 Message # : XXXX From : Cardmember Service Subject : payment taken twice Message : Dear XXXX XXXX  XXXX : Thank you for contacting Cardmember Service via our website about your Visa account ending in XXXX. We apologize for the delay in this response. Our records show another one of our representatives has addressed this matter. Please contact us again if we can be of further assistance. Sincerely, XXXX XXXX Cardmember Service Advisor On XX/XX/2019 I called and spoke with a gentleman about this. He said it would take 3-5 business days to resolve. I asked to speak with his manager. She advised me is could be 15-17 business days to resolve. I was very upset. She offered to do conference call with my bank XXXX XXXX to make sure the payment cleared my account twice. We did that. Confirmed it cleared. She said she would expedite the request and this would be resolved in 3 business days. 

XX/XX/2019 I called this morning @ XXXX XXXX ( Arizona ) and spoke with someone who said the notes indicate money may not arrive until the XXXX of XXXX. I asked to speak with his manager. XXXX got on the phone and was not to provide any additional assistance. I asked her if we could reach out the the " research '' team that was responsible for releasing the money. XXXX said no one has that teams contact number and there was no way to reach them. That is when I asked to speak with her manager. Waited on hold for several minutes and was told her manager would need to call me back at a later time. I asked XXXX if I would be able to go into a US BANK and get cash out for the amount. She said yes and told me she would waive the fee associated with it. I told her I would be doing that today. She gave me conf # XXXX. After I took the confirmation number she informed me I could only withdraw {$3500.00}. I asked why I could not get the full amount and she said that is all that is allowed and her manager would call me back. 


I am frustrated and mad. How can they sit on my money without offering me any hard facts about when and how I can get this money back. The timeline and facts seem to be shifting and the customer service is lacking. No one seems to care that I am out the money but more that I am a bother for wanting it back. This is not how banks should treat their customers especially when I paid the card off. I just want the amount that is mine returned in a timely manner and skip this run around. 

DISAPPOINTED AND UPSET.

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