Consumer complaint received 2022-09-08
Company: U.S. BANCORP
State: IL
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:
On XX/XX/XXXX, I called the Associated Bank " customer care line '' at XXXX regarding a statement I had received for my credit card which stated not only that I had a an overdue balance of {$75.00} on the card, but that my account was being assessed late fees on a monthly basis. I was told no associates were available to respond to my inquiry ; I remained on hold for a total of 116 minutes before hanging up without speaking to anyone. 

On XX/XX/XXXX, I called again regarding the same issue, and was able to speak to a representative after a 15 minute hold. I reported to this representative that the transaction for which late fees were being assessed was fraudulent, not made or authorized by me in any way, and should be struck from my statement immediately in addition to any and all associated late fees or charges. This representative informed me that they would be unable to assist me on my case, as they were not permitted to render decisions regarding fraudulent transactions. I was told by this representative that my case was being handed off to someone in the fraud department, and that someone would call me in 24-48 hours to gather additional information on my case. I never received a call from Associated Bank regarding this issue. 

Between XX/XX/XXXX and XX/XX/XXXX, I received another paper statement from Associated Bank stating my account was past due, and that additional late fees had been assessed to my account. On XX/XX/XXXX, I called again regarding this issue, stating that I had received no response from Associated Bank regarding my fraud claim. After another hold, the associate I spoke to connected me with a claims manager from the fraud department. I was asked a few questions regarding my claim ; I explained that I did not make the purchase that was overdue on my account, and that I had not had any interaction with the merchant ( XXXX ) for many years ( I can not eat most XXXX  products due to XXXX XXXX ). I was told that the issue was resolved ; the charge on my account was fraud and the charge would be removed, in addition to any late fees associated with it. I was told I would also receive documents in the mail that would confirm the closure of my account ( which I also requested ). I did not receive any such documentation, as of XX/XX/XXXX. 

On XX/XX/XXXX, I received another statement in the mail from Associated Bank, dated XX/XX/XXXX, which read that ( 1 ) the charge I had reported as fraud was still applied to my statement and ( 2 ) yet more late fees for non payment had been assessed to my account. I immediately called Associated Bank again at XXXX. I explained the situation thus far, and was connected with a supervisor. This supervisor told me that my fraud claim had erroneously been filed as a " dispute '' rather than " fraud '' and was rejected by Associated Bank. I was told that additional information was required to remove the charge from my account and that a representative would be in contact within 48 hours. I expressed my concern that I would not receive this call, given the above history, and requested that communications regarding this matter be exchanged in some form of writing ( for better documentation ). I was told that there are no methods of written communication ( mail, email, etc. ) that I could use to discuss further matters on this claim. 

I proceeded to ask this supervisor for the contact information for their FTC regulatory authority, with the intention of contacting them to file a complaint. After a brief hold, I was told that no such regulator presides over the bank, and that their contact information was not available. I was told I could send complaints regarding this matter to : Office of the President XXXX XXXX XXXX XXXX, ND XXXX Before hanging up, I also requested that I receive copies of any and all communications sent from Associated Bank to me in the last 6 months, a letter detailing the reasons my claim was rejected, in addition to the methodology used to come to such a determination, and copies of any and all information that Associated Bank has collected on me congruent with FDIC regulations. I was told these would be sent to me ( the supervisor was not specific on which medium I would receive them in ) I feel that I should not be responsible for these fraudulent charges due to the following : ( 1 ) I reported this as a fraudulent transaction to Associated Bank as soon as I saw the overdue statement ( 2 ) Associated Bank improperly filed my claim as a " dispute '' rather than " fraud '' ( 3 ) I was told prior to XX/XX/XXXX that my claim was resolved, my account would be closed, and that no additional monies were due from me to Associated Bank in relation to this claim ( 4 ) I did not receive any corroborating documents related to my claim, it's resolution, or any reasoning behind its rejection

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