Consumer complaint received 2021-06-25
Company: U.S. BANCORP
State: TN
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: Card was charged for something you did not purchase with the card

Complaint:
I signed up for service in XX/XX/XXXX for a one-year program. There was no mention of any automatic renewals. When I saw this charge again on my XX/XX/XXXX statement for yet one more year of service, I called them to cancel. They told me there were no cancellations and that I would have had to contact them in writing XXXX days before my scheduled renewal date to not be re-charged. I opened a dispute on my card, and XXXX XXXX XXXX XXXXXXXX sent them a bad photocopy of their terms and conditions stating " no refunds ''. My claim with XXXX was denied. I then opened a fraud claim, since I did not in fact authorize that merchant to charge my card without my consent in XXXX. The fraud case was denied since it was a merchant I had already authorized in XXXX. My argument falls on deaf ears with my credit card company, and they are choosing to side with the service provider instead of their cardholder. I asked to see anything in writing that I signed or consented to, or even a recording of my voice consenting to automatic renewals. If someone can produce my agreeing to this service, they would have a case. Instead they are just taking the word of a shady internet company and refusing to remove the {$500.00} charge, and the merchant has refused to cancel the service. It's been a nightmare and not good business to side with the merchant with no proof whatsoever that I consented to this charge. XXXX has been terrible about handling this, just pushing it from one case processor to the next, and not calling or mailing me anything to let me know how the case is going. I have not ever had the chance to speak directly with a case processor, and have only been able to leave messages through the agents on the phone to give to them. I would like to also shed light on the way they have handled my case. 

For a timeline of events, this dispute was denied by my credit card in XXXX. The case was reopened on XX/XX/XXXX after I called to get a status update only to find out it was denied one month prior, with no one properly informing me ( stated there were messages left on my machine, nothing mailed to me in writing ). After reopening it in XXXX, I waited until XX/XX/XXXX to call again, only to find out that they could do nothing for me, that XXXX XXXX XXXX XXXXXXXX had every right to automatically renew me, and on that day I was connected to the fraud department who assured me they would take care of this. They sent me a new card in the mail, but never removed the fraudulent charge. I called XXXX today ( XX/XX/XXXX ) to learn of this denial, and was treated very arrogantly and condescendingly by the supervisor on the phone. 

I did not authorize this charge or any auto-renewal, and consider this to be fraudulent.

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