Consumer complaint received 2016-09-20
Company: U.S. BANCORP
State: NJ
Product: Credit card
Issue: Transaction issue

Complaint:
I signed up for a new credit card with US Bank a few weeks ago.The card came with an offer of {$150.00} cash back bonus if I spent {$500.00} in the first 90 days. On XX/XX/XXXX, I tried to make a purchase of app {$800.00} with this card at XXXX which advised me that my transaction did not go through. I did not get any notification from USBank about any blocked transaction. Even today seven days later they have not bothered to inform me about that. I called US Bank that day. When I dialed their number, the system asks you to put in your card number, etc. Then when you select to talk to an agent, they put you on a long hold. When an agent picks up the call they again asks you for your card number, etc. and then again put you on hold to transfer you to someone in fraud department. Another agent will pick up the phone and will again ask you for your card information, etc. So they do n't tell you that they blocking your charge and then to speak to someone you have to spend at least half an hour on the phone and provide your information 3 times. I spoke to one agent in the fraud department who advised me that she had cleared off the alert and that if I try again in XXXX minutes, it will go through. She was n't willing to wait for 2 minutes for me to try again. So she hung up. 
After about 20-30 minutes, I tried my transaction again at XXXX and the transaction was still declined. So I called US bank again and after spending 30 minutes on various holds and giving my information three times again, I asked them to transfer me to a supervisor. The person I spoke to was XXXX ( Id XXXX ). She basically told me that there is nothing she can do to make the charges go through in this situation. Not only that she also told me that there is no way for her to tell me which charges will go through in future and if the charges do n't go through there is nothing that she can do. She blamed me for all this saying that I was at fault because I was trying to charge {$800.00} online. She denied all responsibility on US Bank 's part because ( and this is in her own words ) it is not them, it is their " system '' that behaves like that. Listening to all her non nonsensical answers, I lost my temper towards the end on the call and used some language that I am not proud of. US Bank has left me in a situation where I have no way to tell which charge will go through and which wo n't. So I am in a situation where I ca n't use the card to meet the {$500.00} spend requirements to get my {$150.00} bonus I was going to file this complaint the very same day but I thought I will give them another chance. On XX/XX/XXXX I tried to make another charge at XXXX and that did not go through either. So today I called them again. After spending 30 minutes on various holds and giving my card information thrice, I spoke and agent named XXXX ( Id XXXX, not sure if this is correct ) who was the rudest person I have spoken to at US Bank. Kept raising his voice with me and interrupting me while I was talking. He purposely asked me all sorts of questions trying to pretend that he was trying to verify me. He asked me what was my credit limit and when I said did he have any other questions after that, he said no. After I answered his question about the credit limit correctly, he again came back and said let me see what else I can ask you, all this just to XXXX. Again pardon my language here, but he proved to be even more useless and offensive than the previous agent. He took all the time to read the notes but still could not figure out what I was calling about. And in the end, again said it was my fault for using my credit card the way I did. Claimed that there was nothing wrong with them and it was their system and not them. When I mentioned that I will file a complaint with CFPB, he threatened to send my account for " review ''. To summarise, he acted like a thug whom you expect to work for a mafia not a bank.

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