Consumer complaint received 2017-04-21
Company: U.S. BANCORP
State: MN
Product: Credit card
Issue: Billing statement

Complaint:
I have a credit card account wit h US  Bank, which I believe has been paid in its entirety since the account was opened. US Bank, however, disputes this, and is continuing to send me correspondence that my account is very past due.     I opened this account in   XXXX   XXXX    . After several months of using charging purchases to the card, I realized that I had n't received a statement yet. I was also unable to see any purchases in my online banking account, although the card itself did appear. In early  XXXX , I decided to call customer service and ask whether there was a problem.     After some research, customer service determined that my account had been opened incorrectly. It had been set up with a " central billing profile. '' To the best of my admittedly limited understanding, this is some type of separate subaccount disconnected from the card completely. The charges were being billed to the central billing profile and that 's why I was unable to see them online. Further, the banker had inadvertently assigned an old address to the account so the central billing profile statements never made it to me. ( The card itself was shipped to the branch where I applied and I picked it up there. ) Eventually, I was assured that this problem was resolved and indeed my purchases began showing up in my online account. A branch banker made a print-out of the statements from the central billing account, which I then proceeded to pay off.     Or so I thought. Several weeks after making this payment, I received a series of confusing letters and statements. It seemed that my payment had been applied to the " card account '' but now the " central billing profile '' account was in delinquency. I made this payment over the phone. The representative was aware of the problem and ensured me that the payment would be routed correctly. Each month thereafter, I continued to receive multiple statements for this  one  account, which never added up right.     Further, I missed out on the account signup bonus because I was unable to see my current balance to know how much more I needed to spend.     On  XXXX   XXXX , I sent a certified letter ( which was received ) explaining that it was my belief that I had fully paid off this card. ( I had stopped making further purchases. ) I made what I believed to be a reasonable request that they examine my account and, if they believe that I still owe a balance, then please provide a complete statement of the entire account since it had been open so I could reconcile it with my own records, which showed that I was current.     In response, I received a phone call asking me to call back the lending department to further assist me. I explained that I had spoken with them multiple times over the past three months of trying to resolve this issue, and had also gone in branch multiple times. Each time, I was assured that the problem was resolved and I 'd receive  one  statement showing me as much at the end of the next billing cycle. Of course, that never happened. I asked the phone representative, again, to send me a complete record of all statements since the account had been opened. She said she would n't do that, but promised a follow-up phone call from her  manager. That  never happened either.     However, I did n't receive any further correspondence from the bank until today, so I was beginning to think perhaps they had resolved the problem. Unfortunately, today I received another statement of delinquency accompanied with a letter letting me know that my charging privileges would soon be revoked. Still, no one has actually looked at the account and provided me with the documentation that I 've asked  for. I continue to believe it 's very possible a payment that I made to the account was not applied to anything, and I would like to reconcile my records with their 's before paying more. I hope that someone with the necessary authority is able to help me resolve this problem.

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