Consumer complaint received 2016-03-29
Company: U.S. BANCORP
State: CO
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
I contacted US Bank to open up a dispute of XXXX hotel stays XXXX was in XXXX XXXX and the other was XXXX XXXX both were XXXX XXXX so maybe I need to do a dispute with XXXX through you guys. Because I contacted XXXX on XXXX occasions and they were not willing to help me the first XXXX they said because it was in my husbands name they would n't talk to me so when i disputed with my bank and they came back and said they could n't dispute because we still stayed in the room when we drove from XXXX to XXXX what were we suppose to do it was during XXXX and all surrounding hotels were booked we looked, plus we bought tickets for XXXX 's not so scary XXXX XXXX so we needed to be a XXXX hotel for this event. I said it 's the same as fraud since they wo n't talk to me but it was my card used I just put the room in my husbands name. US Bank is still claiming services were provided and I agreed to terms of the hotel which i did had the hotel stay been good I would n't be disputing or fighting for my money back. I thought my bank would have my back if I had a terrible stay. This hotel was really bad and for {$600.00} was not what we expected at all and the hotel was disgusting. Then we stayed at a different disney hotel in XXXX XXXX and this stay was really disappointing they put us in a room that had wet carpet smelt like XXXX they should have never had us in this room and it was a moderate room middle of hotels so expected better quality but the bed was so thin and terrible worse than a XXXX XXXX hotel and at {$300.00} expected something better. I can provide my paperwork if you need it that I opened the disputes with US Bank within the dispute time frame but they denied saying XXXX would not allow the dispute because I agreed to the terms and because I stayed in the room but again because it was a bad stay I thought my bank would have my back and I would have grounds to dispute and get a refund no one should have to pay for a terrible stay and also the terrible customer service we have received now from XXXX suppose to be the happiest place on the earth we will never stay at another XXXX hotel after this we tried XXXX and because it was bad thought XXXX is different but still terrible. The reviews I read on XXXX hotels was great so how was I to know I would have a bad experience and I ca n't get refunded from XXXX why ca n't my bank take care of this for me? The stay in XXXX was over XXXX so again same situation could get another hotel in the area because it was a busy time and we flew from XXXX and made these arrangements based off reviews we read online that they were good how else are you suppose to know what to do and book a back up hotel because this hotel might XXXX and my banks going to make me pay for it if I stay the night at this XXXX hotel. Honestly had I known I would n't be able to dispute it I would have gave the hotel keys back to XXXX hotels to not get charged and slept in my car that 's what the bank essentially is saying. I 'm going to cancel my account after this with US Bank because if they ca n't help their customer with XXXX poor experiences through a dispute I do n't want to bank with them anymore, but wanted to see if their was anything else or having someone else step in if a proper dispute could be opened and real communication to XXXX on my behalf could be done since I ca n't talk I obviously need my bank to step in. They have n't even done that they just deny it right from the start. I stay at so many hotels around United States my husband and I like to travel and these are the only XXXX hotels I 've disputed with my bank because they were that bad and wo n't reason with us. It would be different if the merchant would talk to me and I could try to come to a solution with them but they wo n't.

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