Consumer complaint received 2022-11-29
Company: U.S. BANCORP
State: IL
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 have attempted to dispute a charge and have my funds returned to me, with US Bank since XX/XX/XXXX without any success for the amount of {$1000.00} charged to my credit card account on XX/XX/XXXX. The charge was made under false pretenses. I purchased an airline ticket for a specific return flight departure time. The flight I selected was {$370.00} more expensive than the other time option. Upon completion of the purchase, I received an email confirmation for the flight. Then within 23 minutes, I received an email stating that they changed the return flight departure time. The time they changed it to was for the flight that was advertised on their site for over {$370.00} less. I immediately tried to reach the merchant to cancel. I would not have completed this purchase if I had known they were selling me an airline ticket for a time that did not exist. 

The merchant used Bait and switch advertising in order for me to complete the purchase, which is grounds for an action of common-law fraud, unjust enrichment, and sometimes breach of contract. A bait and switch is also a violation of the Consumer Fraud and Deceptive Business Practices Act. The change in time was a significant delay since I was traveling approx. XXXX hours away from the airport and due to pre-scheduled events. I immediately attempted to contact the seller via e-mail, live chat ( website ) and via phone. After XXXX times of unsuccessful attempts to contact the seller using all available methods, I decided to file a dispute with US Bank XXXX 

On XX/XX/XXXX, I contacted US Bank via phone and filed the dispute. I advised their representative that I had just purchased a new airline ticket through a different merchant because I felt like my original transaction was fraud and that I was unable to contact the merchant at all. I was advised I would be credited the transaction amount within XXXX hours. I was then advised I would receive a letter via XXXX if any additional information would be needed. I received the temporary credit the next day, but I did not receive that letter. I waited a few weeks for the letter to arrive. It never arrived. The only communication I received from US Bank was a letter that I received via XXXX on XX/XX/XXXX, which was dated XX/XX/XXXX, the same day as the dispute. This letter stated that I did not submit additional requested information. On XX/XX/XXXX, US Bank then reversed the temporary credit, and debited my account. 

On XX/XX/XXXX, I contacted US Bank, via phone, and was advised that alot of people dont receive our letters because of XXXX being slow. I was advised that the dispute would be reopened, and that I would receive a letter via XXXX requesting additional information. I was also advised I would receive another temporary credit within XXXX hours. Once again, I never received any communication from US Bank requesting additional information. The only letter I received is dated XX/XX/XXXX, explaining that the investigation was already closed. I did not receive the credit. 

I sent a letter via XXXX on XX/XX/XXXX outling my dispute and proof of dispute ( XXXX pages ) and issues I have had with US Bank thus far regarding their lack of regard for my dispute. I did not receive any response. I then sent it again via XXXX on XX/XX/XXXX and was received by them on XX/XX/XXXX. I then called US Bank again on XX/XX/XXXX and was told that my dispute and file has not been looked at, and that maybe the employee asigned was no longer with the company. I was then advised I would receive a call from a dispute manager within XXXX hours. I never received a phone call. I then called back on XX/XX/XXXX and was advised that my dispute will be re-opened and I would receive a call back. As of today, XX/XX/XXXX, I have not received any communications from US Bank. 

I am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account, to receive an accurate statement, and for this dispute to be reopened and fully investigated as per the FCBA. I have not been given a fair and due process for disputing this transaction. Please correct the error on my account promptly.

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