Consumer complaint received 2024-08-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: U.S. BANCORP
State: NE

Complaint narrative:
XXXX. Nowhere on your website is the an opportunity to determine your criteria or options on your alleged option to reduce interest rate to 4.9 % and lower monthly payments as you claim in your multiple, unanswered, and misleading text messages stating XXXX acct ending XXXX. To drop your APR to 4.9 % & lower your pmt, visit myaccountaccess.com or call XXXX. To cancel Card Payment texts reply STOP. From logging into myaccountaccess.com multiple times I know there is no way to find any information about lowering interest rates to 4.9 % and lowering monthly payments. I also know that your XXXX # is not answered when I am available to return calls after checking messages, usually after XXXX PM MT. Your call center lack of access clearly demonstrates your total lack of customer car and customer communication. 
XXXX. I replied to your first ( received XX/XX/XXXX at XXXX XXXX  ) above referenced text message on XX/XX/XXXX at XXXX XXXX, which you rejected immediately at XXXX XXXX. In spite of your lack of response to both text and written communications, you continue to text on XX/XX/XXXX ( XXXX XXXX  ), XX/XX/XXXX ( XXXX XXXX  ), XX/XX/XXXX ( XXXX XXXX  ), XX/XX/XXXX ( XXXX XXXX  ), XX/XX/XXXX ( XXXX XXXX  ), XX/XX/XXXX ( XXXX XXXX  ), and XX/XX/XXXX ( XXXX XXXX  ) without responding with any information requested about your alleged offer of 4.9 % interest and reduced payments. You totally lack any form of customer care or communication as clearly demonstrated here. 
XXXX. Instead of responding to the previous requests for information about your alleged offer to reduce interest rate to 4.9 % with reduced monthly payment, you again texted on XX/XX/XXXX ( XXXX XXXX  ), and XX/XX/XXXX ( XXXX XXXX  ) saying, XXXX acct ending XXXX. To avoid permanent acct closure, visit myaccountaccess.com or call XXXX. TO cancel Card Payment texts reply STOP. Again, this clearly demonstrates your total lack of customer care and total lack of customer concern. 
XXXX. In spite of your having access to the home number, XXXX XXXX XXXX, where you could leave a detailed message at any time concerning your alleged offer of 4.9 % interest and reduced payments, you have yet to call the number, much less provide any information concerning your alleged offer. This again demonstrates XXXX total disregard for customers including both a lack of customer care and customer concerns. 
XXXX. Any US Mail that you allegedly send ( or sent ) goes in the pile of mail to be reviewed when I receive my pay at the end of the month. If you really wanted to communicate with customers, you would provide details in the ways you have at your disposal, not continue to send text messages to which you both refuse to accept and reply. If you really had an offer available of 4.9 % interest with lower payments on your website, myaccountaccess.com, you would make that offer readily apparent and available on your website. If your alleged offer exists, it is neither apparent nor available on your website. 
XXXX. In spite of your allegation that you can not make your alleged offer of 4.9 % interest with reduced payments retroactive to the date I initially replied on XX/XX/XXXX, I know that you can override computer systems and make changes ; I have spent over 50 years of my life in Customer Service and know computer systems can be overridden. I also know what Customer Service looks and feels like ; XXXX clearly is lacking in both Customer Service looks and feel! 
XXXX. If you truly appreciated the opportunity to respond to my continued concerns, as you allege in your first paragraph of your XX/XX/XXXX reply to the CFPB, you would address and answer my concerns instead of dancing around them without answering the concern. You would also answer my concerns instead of repeating your non-replies just like your inept agents at your XXXX number who are great a parroting a script but continually demonstrate inability to answer questions and concerns. Your call center agents a definitely not helpful in the few times I have been able to call during your limited hours. 
XXXX. In spite of Elans continued customer abuse and mistreatment, clearly demonstrated by your ongoing lack of customer concern, care, and respect, I have continued to make a monthly payment. This is in spite of your ongoing addition of unwarranted charges to the account because of your continued inability to provide information of your alleged offers, your lack of a legitimate answer to why you increased the monthly payment from {$200.00} to {$1600.00}. ( It clearly appears from your statements that it is due to XXXX ongoing addition of unwarranted charges to the account due to your ongoing obstruction and inability to provide information and clear simple answers to legitimate questions and concerns. ) XXXX. As previously requested multiple times, please provide information requested on your alleged offer of 4.9 % with reduced payment. You have yet to provide this information in any of your non-replies to the CFPB. Additionally to providing the information in your CFPB responses, you have had multiple opportunities to either leave a detailed message on the home number on file, or reply with the information to you multiple text messages. In spite of this, you have yet to provide any information on the alleged offer. Further, if you also reply by US Mail, do not expect me to look at it until the end of the month. 
XXXX. As previously requested multiple times, please provide the details on your alleged offer via your response to the CFPB. 
XXXX. Due to your continued and unconscionable lack of response to both myself and the CFPB, please delete all additional charges XXXX has added to the account since my initial XX/XX/XXXX reply to your alleged offer.

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