Consumer complaint received 2023-05-24
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:
On XX/XX/2023, I accidentally purchased the wrong tickets through XXXX for an event on XX/XX/XXXX. When the confirmation came through, and I realized what I had done, I contacted customer service right away through XXXX XXXX. I told the person named XXXX what I had done and asked if I could get a credit so I could buy the tickets I meant to purchase. Over a few days of begging for a resolution, she continued to say all sales are final, there was nothing she could do so I disputed it with my credit card 's issuer - Elan Financial Services. I eventually received a letter from card member services dated XX/XX/2023 with a rebuttal letter from XXXX with a request to provide a signed, updated letter addressing the merchants response. XXXX rebuttal included their refund refusal details which outlined their XXXX XXXX  policy this policy means the customer can return tickets up to 72hrs before an event in exchange for a XXXX promo code - essentially a credit. XXXX  rebuttal letter basically alleges that I asked for a refund when I had the option of using the XXXX, therefore suggesting I failed to take the option available to me. However, in my response letter I mailed to card member services on XX/XX/2023, I provided proof via copies of the transcripts showing that XXXX customer service rep specifically stated, your order is not XXXX  eligible when I asked for a credit. 
When I followed up with card member services on XX/XX/2023, the lady said that the letters asking for a response is just a standard letter, and they already made up their minds without taking note of further information to prove XXXX was in the wrong ( which I find to be a scam itself ). I asked to speak to a supervisor, and she said no. I do not believe that card members services took the time to properly investigate the dispute as she kept saying the vendor said all sales are final no refunds. Again, I didnt ask for a refund, I wanted a credit but was continually told a credit wasnt possible, yet XXXX turned around and claimed I didnt take advantage of XXXX. 
On XX/XX/2023, I emailed XXXX customer service and cc 'd the co-founders, XXXX XXXX and XXXX XXXX, to bring the issue to their attention. I received an email from customer service rep XXXX saying he'd personally look into the matter. Then received a response later that day from customer service rep XXXX stating that all sales are final - didn't acknowledge the XXXX eligibility they included in their rebuttal. Why include that in their rebuttal highlighting the XXXX  policy section then turn around and say " all sales are final '' - it's totally contradictory. This company touts something it doesn't actually offer or honor - " XXXX XXXX  '' - which, according to an online article, was meant to offer customers peace of mind when ordering tickets by XXXX taking on the risk. However, XXXX does not appear to actually offer/honor this. The XXXX  policy is hidden within layers of FAQs so if you don't know about it, you never will. The visible information about returns/refunds etc say " all sales final. '' It's a total ruse, and I believe demonstrates a fraudulent business practice. 
To simplify : 1. Card member services failed to thoroughly investigate. 
2. Card member services failed to consider my updated letter with evidence. 
3. Card member services suggested I complain to XXXX and card member services complaint department which makes absolutely no sense as neither entity has been forthcoming. 
4. XXXX customer service told me a credit wasnt possible and specifically stated it was not swaps eligible. 
5. XXXX rebuttal cited the XXXX XXXX as their reason for refusal. 
6. XXXX customer service said all sales final. 
7. XXXX cant get its story straight either it offers a XXXX option or all sales are final pick one and stick to it. 
It wasnt until after my unfortunate and costly experience, that I noticed all the negative reviews and similar experiences with this company as well as Elan Financial Services. Lesson learned. This was also reported to the FTC.

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