Consumer complaint received 2018-02-05
Company: U.S. BANCORP
State: SD
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
I ordered face cream on XX/XX/XXXX. My XXXX Debit card was charged {$4.00} for XXXX and {$4.00} for XXXX this is what my Statement says ( enclosed ). I didnt order either one of those items. I ordered XXXX Revitalizing Moisturizer. At that time I didnt pay any attention to my statement. I just knew that I got what I had seen on the computer and was happy. UNTIL I realized they had taken {$93.00} for XXXX and {$93.00} for XXXX out of my accout. I called the company that I ordered that face cream from on XX/XX/XXXX I talked to a lady that told me that I should have canceled my order. I didnt know that I had an order to cancel. I had already ordered the face cream and got it. I asked that my money be returned and she said they could not and would not do that. I told her when it showed up I would put Return to Sender on the package, and it would not even come in my house. She told me that I could not do that. I told her I was going to contact my credit card company. I called XXXX ; they explained that I would need to fill out a transaction dispute form. They said it would need to be back to them in 10 days. So I received the form filled it out with my receipt and cancellation email from the company and sent it back to XXXX the same day. I waited to hear from them and heard nothing so on XX/XX/XXXX I called to see if they had received my dispute form. They informed me that they had not. So XXXX sent out another form. I waited to receive the form anxious to get this resolved. I use this card to take my son back and forth to DrXXXX appointments. He is XXXX. I can purchase gas, food, pay bills and whatever else. There is a huge difference between {$9.00} and {$180.00} that they charged me without my knowledge. I called XXXX back on XX/XX/XXXX because I had not received the dispute form, ONCE AGAIN they said they were going to send it AGAIN. XXXX asked for a fax number to fax it. I explained I did not have a fax # they gave me the impression they didn't want to help me. I did tell them that I had planned on writing to the CFPB to see if I could get help. That company did not give me a chance to send their product back to them because to date I have not received anything to send back. So they charged me for something that I didn't order plus didn't send it to me. I did go back to the website that I ordered the moisturizer from to look to see if I missed something and at first I knew that hadnt, all the information was right there. Then for some reason I scrolled down and there it was in small light gray type. When I ordered the face cream everything seemed to be on one page I didnt realize there was anything else left. I didnt know enough to scroll down because everything that was needed was there on the screen. I think that it really misleading of them. If I would of known that I needed to cancel my order or get charged {$180.00} I wouldnt have ordered it in the first place. It wasnt that great. I just seen it and thought I would try it for {$9.00}. I need help PLEASE!!! I use that card for food, gas and extras when I take my son to the Dr. We drive 100 miles one way and his appointments can last from 1 for 5 hrs. Depends on what Dr. he is going to.

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