Consumer complaint received 2026-05-19 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: U.S. BANCORP
State: KS

Complaint narrative:
I am writing to formally file a complaint regarding the handling of multiple dispute claims on my U.S. Bank account. I believe my disputes were mishandled, inconsistently processed, prematurely closed, and not properly reclassified or investigated despite repeated efforts on my part to correct the dispute reason and provide supporting documentation. On or about XX/XX/year>, I opened a standard dispute ( reference XXXX ). At the time of filing, I initially selected an incorrect dispute reason based on incomplete and inconsistent information provided by the merchant. Prior to filing, I made multiple attempts to resolve the issue directly with the merchant but received only automated responses and inconsistent documentation, including varying versions of receipts that were not reliable. On XX/XX/year>, U.S. Bank issued provisional credit and simultaneously generated a request for additional documentation on the same date the dispute was opened. This same-day documentation request was inconsistent with prior disputes on my account, which typically allowed approximately 10 days between dispute initiation and any request for additional information. In this case, the immediate request significantly reduced the practical response window, especially given ongoing issues accessing dispute correspondence through U.S. Banks online system despite electronic delivery preferences being enabled. Although I submitted all requested documentation via fax with confirmed delivery and via electronic upload ( confirmed on XX/XX/year> ), dispute correspondence and required forms were not consistently visible or accessible online. I repeatedly notified U.S. Bank representatives of this issue, but it remained unresolved. An additional action required notice later, yet no new or updated documentation requests were ever made available through the online dispute system. I then again, uploaded the same info stating it was a fraud cause and unsure what else they are needing as I provided all information from the merchant providing the transaction history which 1. showed the US bank card was not used and 2. There wasn't even a transaction on the date that it was charged on US bank card. Which I did upload and fax in on XX/XX/year>. I also had emails for this specific case id on XXXX and both stated if they needed info, they would reach out, which again is them stating they received info they needed by XXXX and additional info was not " requested '' although their letter shows it was requested by date of " XXXX ''. On XX/XX/year>, I spoke with a U.S. Bank case processor ( XXXX ), who reviewed my transactions, matched them to supporting documentation, and confirmed that the disputes would be updated to the correct classification of incorrect charge. on other disputes and this one was being changed to fraud. I also explicitly advised multiple U.S. Bank representatives that the disputes should be reclassified from the original filing to reflect fraud/incorrect charge. However, this discussion occurred after the XX/XX/year> documentation deadline, despite the fact that I had been unable to access the requested forms prior to that date. Throughout this process, I made continuous good-faith efforts to comply with all requests, correct dispute classification issues, and provide documentation through multiple channels. I maintain contemporaneous proof of all submissions, communications, and recorded calls demonstrating inconsistent guidance, unresolved access issues, and premature or contradictory case handling.

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