Consumer complaint received 2022-07-05
Company: U.S. BANCORP
State: NV
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:
On XX/XX/2022 at XXXX EST while on vacation I received a text message from US Bank Fraud Alert inquiring whether a charge in the amount of {$200.00} at XXXX XXXX was valid. I immediately responded that the transaction was not valid and called the customer service phone number on the back of the credit card to discuss further. A provisional credit was issued for {$200.00}, the account was closed and a request was processed to have a new card issued. 

On XX/XX/2022 I noticed that the charge was again deducted from the account on XX/XX/XXXX. Upon seeing this transaction again, I called and spoke with a customer service representative named XXXX at XXXX XXXX. XXXX transferred me to XXXX at XXXX who stated that research concluded the transaction was valid. XXXX provided me the details of the transaction and I again refuted the claim I, as the cardholder, DID NOT request or authorize the purchase. I also DID NOT receive any delivery from XXXX  on XX/XX/XXXX at my residence. When I asked for signature confirmation of this supposed delivery, it was noted that Customer was met at door and that there was no signature. I, as well as my husband who was home the full day, refute these details as there was no activity of this nature at our residence and no delivery was received. I was told that the case would be reopened and that I should expect a return call in 2-3 business days. 

On XX/XX/XXXX at XXXX PST after not receiving a call regarding the matter, I again called and spoke with a representative named XXXX who said my case was being transferred to a supervisor and that I would get a call back. 

On XX/XX/XXXX at XXXX XXXX I called again, this time speaking with XXXX XXXX XXXX transferred me to XXXX who I spoke with at XXXX. XXXX transferred me to XXXX. XXXX stated that a return call was attempted on XX/XX/XXXX that went unanswered. XXXX said that call would have come from either area code XXXX or XXXX. In review of home and cell phone records, no such call was found to have been missed or blocked. I was again told the case would be reviewed and to expect a call back. 

On XX/XX/2022 at XXXX PST I called to discuss the matter again. A representative ( the name given sounded like XXXX but I can not confirm ) provided me with the case number and reviewed the notes she could see in the system. Note the case number had not been provided to me during any of the previous calls. After detailing the summary of events again, the representative stated that she DID NOT see note of an attempted return call on XX/XX/XXXX and did not understand why I was told that information. The representative placed me on hold to connect me with a supervisor. My call was then transferred to a representative named XXXX. XXXX explanation was that the case would not be reopened or investigated further and that the matter was considered closed, leaving me responsible to pay for this fraudulent transaction. XXXX took the time necessary to dryly read the script that told me how sorry he was for the difficulties Id experienced. I was also able to speak with XXXX at the XXXX XXXX Headquarters and was told that my concerns would be relayed to the appropriate party for their records The line of credit was closed at my request after the unsatisfactory results regarding the transaction detailed above. I have been a loyal XXXX XXXX for most of my life and am deeply troubled at the lack of evidence gathered which places the financial responsibility back on me. I am even more troubled at the inconsistent information I was given over the course of these calls. Ultimately, I no longer trust that this credit card company can protect consumers from fraudulent schemes to bilk them of their time and earnings. As this fraudulent charge was not made by myself or anyone in my household, the repayment of this charge is not my responsibility and should be removed as a debt levied against me.

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