Consumer complaint received 2023-08-23
Company: U.S. BANCORP
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
I applied for a balance transfer offer through U.S Bank credit card services, in which I was approved. so I proceed to do the balance transfer to pay out a debt to XXXX XXXX  for the amount of {$6300.00} dollars with a 3 % fee for the transaction, After couple of days I called to see how long will it take for the process of the transfer, the agent told me it would usually take 5 to 7 days that called was made on XX/XX/2023. On XX/XX/XXXX I called U.S. Bank and an agent said the transaction should be complete any day now and to call back. On XX/XX/XXXX I called again and the agent told me that the transaction was on hold and I asked why? She responded by saying that some times the system would do that. I told her ... because of this delay on their behalf I wouldn't have enough time to make the payment for the due date on my XXXX XXXX which was under a promotion that was going to expired. She did apologize for the inconvenience and she told me that at this point was going to take more than 5 days to send the transaction to the destination because they had to cut a check and send it via postal office. When I heard that I told her that it was too much time, so she told me that cancelling this transaction was an option, In which I told her YES please cancel this transaction in which at the time was still on hold. The agent proceeded to canceled the transaction and gave me a confirmation number for the cancelation that was made.. At this time I decided to use another credit card to do the balance transfer in which only took 3 days to complete the process. 
On XX/XX/XXXX I noticed that U.S Bank sent the payment of the balance transfer after I had alreay canceled the order. I explained the situation to an U.S. Bank manager which I can't disclose the name. I asked him what can I do now?, he recommended for me to contact XXXX XXXX  and ask them to return the money back to U.S Bank, in which I did contact XXXX XXXX  and the agent told me that via SCH is blocked the only way to do it is sending me a check in which I agreed. 
As of today XX/XX/XXXX the {$6300.00} dollars has being deposited back to U.S bank, returning the money of the transaction. The situation is that U. S bank is charging me the fee of the transaction, in which wascanceled in the first place, I contacted 2 more managers and they said they won't waive the fee, I told them to check the recordings of me talking to the previous agents to find out that the mistake was on their behalf but they just ignored me and won't take responsability for their error and incompetence. This is an ILLEGAL charged because because there was a stop on this transaction over the phone in which was recorded and confirmation number of the cancelation on file to prove their wrong doing. Is not my fault for their miscommunication and lack of ability to handle their business. PLEASE HELP. STOP FRAUD

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