Consumer complaint received 2025-02-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: U.S. BANCORP
State: CA

Complaint narrative:
A few years ago, I had charges going to my credit card for a vendor called XXXX ( showing as XXXX on my credit card statements ). These charges were for services provided to a company I worked for at the time. I was expensing the charges for reimbursement every month. 

When I left the company in XX/XX/XXXX, I reached out to XXXX to cancel any further charges, since I no longer worked for the company. I called multiple times and was given the runaround on the phone. Anyone I spoke to said I had to speak to somebody else. When I looked at their profile on the Better Business Bureau, I saw that a lot of people were having similar issues with this company. Very shady. 

I decided to request a new card from XXXX, figuring that they wouldnt be able to charge my new card, since they wouldnt have the new number. But unfortunately, XXXX carried things over without my knowledge, and charges continued to hit on the new card. 

I went through the dispute process with XXXX around XX/XX/XXXX, and they refunded the disputed charges and blocked the vendor. 

The vendor remain blocked, but continued to try to charge the card for well over a year ( they are still trying over two years later ). I would get a text message every time a charge was declined. Around XX/XX/XXXX I noticed that XXXX charges for {$97.00} each had gone onto my card, between about XXXX - XX/XX/XXXX. XXXX had failed to block the charges, as they had been doing. During that same time, they had blocked multiple other charges, but for some reason they allowed XXXX charges to get through. 

I called XXXX to dispute the charges, and they started the process. They mailed me paperwork, but I went through a move in XXXX, so I was delayed in getting it. I called them and asked them for an extension on the time to return it, which they granted. 

I mailed them the paperwork, but after following up a few times, they said they didnt get it. Luckily, I had made copies of the paperwork before mailing it, so they said I could fax it to them. Unfortunately, they dont have an electronic portal or a better way to send thingsit is either regular mail or fax. 

I followed up again, and they said they didnt receive the fax either, so I refaxed it again. Eventually I got a notice in the mail that they received my second fax and XXXX of the XXXX charges were being reversed, but the other XXXX were now past the timeline. 

I have called them multiple times since to let them know that I have been working on this continuously ever since it was first discovered in XXXX, and just because they are losing paperwork on their end, it should not put me past the allowed timeline. 

They have been very difficult to work with at this point, and they are continuing to refuse to refund the remaining XXXX payments, totaling almost {$400.00}. 

Being past the timeline is not my fault, because I have been in continuous communication with them, calling numerous times, and mailing and faxing paperwork. 

I am also very frustrated, because these charges should have never hit my account. As mentioned earlier, I had previously disputed charges from this vendor, and they were supposed to be blocking all these charges. It was their mistake that they allowed the XXXX charges to get through, even during which time they blocked other charges for the same amount from the same vendor. 

This had been a very time consuming and frustrating process and XXXX has been very difficult to work with, and when I called them, I am told different things, depending on who I get on the phone. I have been told that I would be mailed paperwork, which is never mailed. I was told that the case would be reopened, and then it never was, and I was never notified until I called back weeks later to follow up. Its just been this kind of run around for months at this point.

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