Consumer complaint received 2020-08-06
Company: U.S. BANCORP
State: WI
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, and XXXX charges from XXXX XXXX XXXX XXXX were on my account. I did not see them til around the middle of XXXX due to the fact I do not use my credit card that often so didn't open my bill upon its arrival. My daughter who pays my bills immediately called the company and got them to close the account and issue new ones unfortunately they only issued one to her mine never came. That was the XXXX statement when we saw them closing date of XX/XX/2020. We called the company and talked to a XXXX on a conference call in the fraud department and he said there are other charges from a car rental I am assuming you have not been anywhere else would like me to get rid of those also and we said yes. So on the bill closing date of XX/XX/2020 the charges had been removed we had a new account and assumed everything was taken care of. Imagine our surprise when opening the new account bill dated closing date XX/XX/2020 there was a charge from XXXX rent a car in XXXX Fl for XXXX on XX/XX/XXXX posted to the account on XX/XX/XXXX. This time my daughter called the company and we did a conference call so they knew she could talk on my behalf and talked to a XXXX who assured me after explaining what was going on they were all removed and she kept saying its marked as fraud why is it there. What was confusing to us and no one can give us an answer on is how those charges were able to be put on our new account. So again we assumed it would be taken care of silly us upon opening the statement dated XX/XX/2020 it was still there so we called again on XX/XX/XXXX because we were able to be together in my daughter 's car spoke to a XXXX  in the fraud department who after hearing of our situation and veifying my information immediately put us on hold for 10 mins and then someone called XXXX got on the line and put me thru the 3rd degree asking me questions that no one had ever done to me before since I am XXXX I got a little confused and my daughter tried to help and the woman said he must answer where my daughter said well he won't know that answer because i don't even know that answer. Once she listened to us she said yes there is fraud i can see that my daughter said do you see the one from XX/XX/XXXX she said yes I will get it taken care of and we will change your account number and send you new cards. Unfortunately the XXXX statement came and the XXXX rent a car charges from Oklahoma have been removed they were XXXX but not the XX/XX/XXXX. So my daughter has now been checking it online and they have not yet removed the one from XXXX nor have they sent us new cards. We wrote a letter and sent it to them and have yet to hear from them and I will now be marking my statement disputed and only pay those charges that I owe. My daughter has locked the account so no one can use it also. In addition I will be reporting this mess to the Wisconsin Fraud dept if I can figure out where that is and may try the XXXX police department because it is definitely theft.

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