Consumer complaint received 2023-08-17
Company: U.S. BANCORP
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
My XXXX XXXX XXXX XXXX XXXX XXXX comes with a complimentary benefit of a Priority Pass membership, which provides access to airline lounges around the world. To access this benefit, cardmembers are directed the the card brochure to go to XXXX  where they can enter the first XXXX digits of their card to verify eligibility, provide some basic personal information and then receive the benefit. I did so earlier today to activate the benefit. Upon reviewing the lounges available through Priority pass, I saw that neither my local airport nor those I would most use have any lounge with Priority Pass, which renders the benefit and my account worthless. 
I looked around the Priority pass website for what is in most online accounts a pretty straightforward cancellation option or phone number in a FAQ, but was unable to cancel it online. The priority Pass FAQ has, as its XXXX question ( which speaks volumes ), " how do I cancel my account? '' and then advises " Sorry to hear you're thinking of leaving. Our Membership Services Team can help if you bought your membership from us. If you got it from another provider, like your bank, you'll need to contact them. '' As I wasn't sure if I got the account from my bank ( though the benefit is through them ) or through priority pass because I did sign up on their website, I decided to try contact my bank first. 

My first call to US bank today garnered my a CSR who had never heard of the program or benefit and with some brief research said they do not provide the benefit and to contact priority pass. I opened a ticket through Priority pass ' website requesting cancellation, they responded they could not cancel it as the benefit came from my financial institution. I called US Bank back again and spoke to another CSR, relayed the above, who after time on hold, transferred me without asking or confirm to a " line service '' who said they are with priority pass but can not cancel the membership as it's through my financial institution. I forayed into the US Bank phone tree for a 3rd time, immediately requested a supervisor who argued all the points above stating they don't provide the benefit, was curious about which airports didn't have priority pass lounges as if to question my reasons for wanting to stop the benefit due to her lack of knowledge on how to cancel it. The supervisor finally caved and said she would open a ticket to have someone look into how to do it and I would hear back within 10 days. 

I have not been charged for this complimentary benefit but do not want to be on a XXXX renewal in the future, hence my concern and opening this complaint. Other consumers would give up or just accept recurring charges on their card going through the above circus. I think the CFPB should audit the relationships between Priority Pass and banks and inquire why it's so hard for consumers to get rid of it ; if they aren't empowered to do it themselves, either the bank or priority pass better be darn good at doing it or that's a racket. Reminds me of gym memberships. Ick. 

Cheers,

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