Consumer complaint received 2022-06-28
Company: U.S. BANCORP
State: AZ
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
CFPB Statement : Since me and my friends went to XXXX XXXX, NV, I have been dealing with persistent problems with the XXXX XXXX but more importantly, US Bank as a financial institution. 
I have a US Bank Altitude Reserve Credit Card, and me and my friends went to XXXX XXXX, and booked a room for north of {$1000.00} through a third party travel agency, for two nights, arriving on XX/XX/XXXX and checking out on XX/XX/XXXX, at the XXXX XXXX in XXXX XXXX, NV. Upon arrival to the hotel, and discussing the suboptimal state of our room with the front desk agent, and then the manager on duty at the time, we were told we were eligible for a XXXX/a night plus taxes partial prorated refund for our room because we were dissatisfied with the quality. This was initially going to be put on the XXXX XXXX the travel agency used to book the room, but after discussing this with the front desk manager, we determined that since we had no access to refunds on the corporate travel booking site XXXX, it would be best for us to receive this refund to one of our cards. My card was already being used for incidentals at the hotel casino so this made sense for my XXXX, the one I am concerned about to be given the credit of XXXX, which was two nights of XXXX plus XXXX XXXX taxes. After checking out, I was given the printed receipt that reflected my XXXX refund, which made my credit XXXX instead of XXXX on this US bank card- the way things should have been. Then, after I left XXXX XXXX, I received word that this had been reversed, and that a XXXX credit had been charged in order to negate the XXXX benefit I received ( that I authorized, while I was in the state ). The reversal, however, which occurred on XXXX ( credit posted on XXXX, rightfully ), was totally without my consent or approval so when I went to dispute it on the US bank app, the User Experience/ User Design mislead me to choosing the option of I did not approve this transaction, which is technically correct but I was told this miscategorized it into identity dispute category when it should have been a charge dispute? Anyways, I called literally 10+ times between XXXX and Today in order to achieve a resolution and was continuously mislead with verbal agents who promised provisional credits when they were not actually coming, solutions when there were none and escalations that proved fruitless. This has gone nowhere with every additional call just being complex and frustrating, and them saying at some point something along the lines of they reversed the charge so it should be okay? NO! It is not, I was owed, and have documentation that I was owed XXXX, not a net of XXXX, which is what I currently have. 

Essentially, order of events Me and friends use third party travel site to book room for weekend for north of {$1000.00} total Me and friends arrive and are dissatisfied with room quality Me and friends get XXXX refund for part of room put on my card XXXX me and friends leave XXXX XXXX XXXX XXXX XXXX reverses the credit of XXXX without my consent, and against the printed reciept they gave me at checkout, a violation of multiple state and federal laws!!! 
I use US bank app to try and dispute but this was categorically rejected because I did business with the merchant and US bank has a misleading UX/UI I try to call US bank over ten times and waste hours of my life with customer service people who seem uninterested in fully understanding and fixing I contact CFPB??? 



It seems like there is no incentive for compliance, and that US bank is incentivized to slowly and barely provide the bare minimum of someone picking up the phone and listening, while charging me undeserved interest and not resolving issues like they are required to under Dodd-Frank and other legislation. 

US bank has assured me a provisional credit should be issued by today, XX/XX/XXXX, but instead interest posted on the illegitimate charge, so that is a major factor in me reaching out.

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 non-monetary relief