Consumer complaint received 2017-05-16
Company: U.S. BANCORP
State: NV
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
On  XXXX   XXXX  of   XXXX  , I filled a dispute for couple deals I previously bought from a salon called   XXXX   XXXX   XXXX    XXXX  in  XXXX  NV from  XXXX   XXXX . When they have filled the dispute for me, they said we will have someone to be assigned to your case. I called so many times until they actually assigned someone to my case. Her name was  XXXX   XXXX , when I talked to her she requested more information from me. The information she wanted was a personal letter from another business admitting that what  XXXX   XXXX  's business had done was wrong as well as my medical records. Despite the fact that getting that kind of a letter from another business was extremely difficult, I said sure I will do the impossible. However, I specifically asked her what is my time frame in terms of gathering all these information? She first said " honestly there is no time frame, but let me check. '' when she checked she said " you have until  XXXX   XXXX  ''. When I requested my medical record from the  XXXX   XXXX , it took them  3 we eks to release them to me because by law they have 30 days to release medical records and I went through so much trouble to get a letter from another business. Anyway I mailed everything to them, but before they even receive my documents they closed my case and they reversed all of the charges. I contacted her for a week to get hold of her to ask her why she already closed my case. She finally responded back being very rude and saying that I only had 15 days to gather those documents. I told her you said I have until  XXXX   XXXX  and even if I wanted to, my medical records were n't released in that time frame that you are claiming. I sent her everything that she needed to move my case forward, she did n't even look at those documents, she said " if you think I am going to reopen your case, I am telling you it 's not going to happen, you did n't send enough information in the time frame we gave you '' I tried to explain but she again said " I do n't have time for you and the case wo n't be reopen '' I requested to talk to her manager, she actually refused and she said if you understand what I am saying your case wo n't be open and there is no manager available right now. You want to talk to my  manager, you will probably be contacted in about 72  hours to a week! I asked her for her last name, she said I wo n't give you my last name and you wo n't get anywhere with your case. As I was very upset by the attitude of this lady, I went to my loca l US bank office and asked the m to resolve the matter and have someone else look in to my case. They called the card member services and they informed me that my case is reopened. However, I have been keep getting letters in my mail that the charges has been reversed due to not providing enough information! But I did sent them so many documents to prove that I was right disputing that business, they just did n't want to look into my case. The charges are revered in my account, I was contacted by  XXXX  's manager once and I called him back couple times and got no response from him. Nobody has contacted me about reopening my case and I get letters in my mail that my case is closed everyday. I am chasing these people for about a month, I have paid to send those documents, I have paid to have another business write me a letter and these people do n't even care, they just giving me a run around! They are horrible! I believe my case number is  XXXX ,  Card Member services

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