Consumer complaint received 2022-03-20
Company: U.S. BANCORP
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
US bank completely messed up my disputes against a company that I use to print T-shirts that sent out damaged misprinted T-shirts to my customers and refused to refund me for their errors. Twice I filed the disputes and waited weeks for their investigations and they filed for the wrong reasons and denied my disputes and then said it had been too long since the transactions had happened. It was US banks fault because they took forever and sent me wrong forms. I even made an appointment to discuss this with the bank manager in XXXX XXXX, CA who just blew off the phone appointment and didn't bother to call. 

Here are the details I had planned to tell the bank manager had she called : I have a print to demand business on XXXX. I send my designs to a printer in XXXX who is XXXX XXXX XXXX. XXXX then in turn ships the t-shirt to my customer with my design on it. Over the XXXX period, they were flooded with orders and made a number of errors sending out the wrong designs to some of my buyers. I spent hours going back and forth with them over this in messages and I got nowhere. It was very frustrating and I ended up having to pay for the same item twice to resend the correct items to my customers. I lost my profit of course and I am paying for their mistakes. This printer in XXXX received my money to send an item I ordered to send out. They did not do this with these orders. This I have explained XXXX times to US Bank. 

In XX/XX/2022, I learn of the errors from the customers and after getting nowhere with XXXX XXXX XXXX, I tell this company I will be going through my bank if they will not help me correct their errors. I called US Bank to explain the situation and they send out forms from their DEBIT card department when it is supposed to be an ACH claim form as they went through XXXX to my checking account. There is no way for me to fill these forms out correctly and I don't know this when I do and then of course US Bank denies the claim because they sent me wrong forms out. 

I called back them again after the denial and after hours of being on the phone and transferred between departments literally XXXX times, somebody was able to figure out that I was supposed to have been sent out ACH forms. I filled them out after explaining to the banker what had happened who took notes to my account and said don't worry just fill them out under " originally authorized then later revoked ''. which was what happened as they were authorized and then revoked for being incorrect orders. Then again this was denied because US bank entered it in as being duplicate transactions with wrong dates and amounts. I don't even understand what they were talking about this time. 

It is now the middle of XXXX and despite explaining this situation until I am blue in the face nobody is able to help me to dispute these transactions correctly or wants to take the time to explain how to do them. I am constantly filling out their forms and faxing them over and wasting my time And they are again denied in the middle of XXXX because now they are saying it is a duplicate of a duplicate and now it is too late because XXXX months have passed and they can not reopen. 

I have been given absolutely terrible help with these claim forms, I have sat on hold for and spent hours being transferred between departments and I can't believe nobody can help me with something as simple as a dispute over the wrong items being sent. They told me to call a bank manager at a local branch which I did at XXXX XXXX, CA. She first canceled my appointment to meet with her in person and changed it to a phone appointment to which she blew off and didn't bother calling me. I am not getting anywhere with US Bank either helping me with this.

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