Consumer complaint received 2023-09-22
Company: U.S. BANCORP
State: DE
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
US Bank Customer Service XXXX XXXX XXXX XXXX XXXX, MO XXXX Subject : Urgent Complaint Regarding the Closure of Credit Card Account XXXX XXXX XXXX XXXX and Unresolved Trip Reservation Refund Dear US Bank Customer Service, I am writing to express my extreme dissatisfaction and frustration with US Bank 's handling of my credit card account, which bears the number XXXX XXXX XXXX XXXX, and a recent trip reservation made through the US Bank XXXX XXXX XXXX on XX/XX/2023. The events leading up to this complaint have left me in a distressing situation, and I feel compelled to bring this matter to your immediate attention. 

On XX/XX/XXXX, I used my US Bank credit card to make a reservation at the XXXX XXXX XXXX in XXXXXXXX XXXX through the US Bank XXXX XXXX XXXX. The details of my reservation are as follows : Trip ID : XXXX Confirmation Number : XXXX Total Amount Charged : {$11000.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX United States Unfortunately , my US Bank credit card was unexpectedly closed on XX/XX/XXXX, which left me in a precarious situation. I promptly contacted US Bank to cancel the reservation due to the credit card closure. After numerous calls and hours spent on hold, I was assured by US Bank representatives on XX/XX/XXXX that the reservation had been successfully canceled, and a refund check for the full amount of {$11000.00} had been processed and sent out on XX/XX/XXXX. 

As of today, XX/XX/XXXX, I have not received the promised refund check. This delay is unacceptable and has caused me severe financial hardship. Furthermore, my credit card statement is due on XX/XX/XXXX, and I have neither received the hotel room nor the refund I am owed. 

My attempts to seek resolution through US Bank 's customer service and the XXXX XXXX XXXX have been incredibly frustrating. I have been consistently passed back and forth between these XXXX departments, with neither willing to take responsibility for resolving my issue. This lack of coordination and accountability is unacceptable, and it reflects poorly on the level of service US Bank provides to its customers. 

I have several pressing concerns that demand immediate attention : Failure to Receive Services : I have not received the hotel room for which I was charged, and I am unwilling to pay for a service I did not receive. 

Undelivered Refund : I have yet to receive the refund check of {$11000.00} that I was promised on XX/XX/XXXX. 

Poor Customer Service : US Bank 's inability to resolve this issue, coupled with the continuous transfer between departments, has been a source of immense frustration and inconvenience.

I am left with no choice but to request the immediate processing of the {$11000.00} refund to my US Bank credit card account. This refund is essential to rectify the financial burden caused by this incident. I expect this matter to be resolved without further delay.

If my refund is not processed promptly and I do not receive a satisfactory response within [ a reasonable time frame, e.g., XXXX business days ] from the date of this letter, I will be left with no alternative but to pursue legal action in small claims court to recover the {$11000.00} that US Bank XXXX XXXX owes me. 

I implore US Bank to take swift and decisive action to rectify this situation and to restore my faith in your institution 's commitment to customer satisfaction. You may contact me at XXXX XXXX XXXX or XXXX provide updates on the resolution of this matter or to request any further information required for its speedy resolution.

I look forward to a prompt and satisfactory resolution to this issue. 

Sincerely, XXXX XXXX

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