Consumer complaint received 2025-08-28 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:
CONSUMER FINANCIAL PROTECTION BUREAU COMPLAINT Complaint Type : XXXX Credit Card XXXX XXXX XXXX XXXX XXXX : US Bank ( serviced by XXXX XXXX XXXX ) Account : XXXX  XXXX  Card ending in XXXX Date : XX/XX/year> COMPLAINT SUMMARY XXXX XXXX XXXX  ( acting as dispute processor for my issuing bank ) improperly closed my business credit card dispute without allowing me to submit supporting evidence, failed to properly investigate my claim, and violated due process requirements for dispute resolution. 
DETAILED COMPLAINT What Happened : In XX/XX/year>, I contracted with XXXX  XXXX  for {$9000.00} in comprehensive marketing and referral generation services for my XXXX. The contract promised a strategic referral system that would generate " XXXX high-quality referrals per month, '' including podcast infrastructure, XXXX systems, email campaigns, and professional marketing content. 
After paying {$6000.00} over XXXX months ( XXXX ), XXXX XXXX delivered only basic book formatting ( worth approximately {$800.00} ) and substandard AI-generated marketing content. The core promised services- the referral generation system, XXXX, landing pages, and professional marketing campaigns- were never delivered. When I demanded a {$4500.00} refund for undelivered services, they refused and sent threatening legal responses. 
I then filed a legitimate dispute with my bank ( Case XXXX XXXXXXXX ) for the XX/XX/year> charge of {$1500.00}, citing " services not rendered as described. '' However, XXXX XXXX XXXX XXXX my bank 's dispute processor ) improperly closed my case without due process. 
Bank XXXX XXXX XXXX : XXXX claimed they " mailed '' me requests for documentation, but I never received any correspondence. Throughout the dispute process, they sent text message updates saying they were " still researching, '' but never texted that they needed documentation from me or that the case was closing. When I called to reopen the case with substantial evidence proving services were not rendered, the representative refused and admitted " the contract is vague '' - proving they failed to conduct proper investigation before siding with the merchant. 
This procedural failure by XXXX denied me basic due process rights in dispute resolution. They accepted the merchant 's response without reviewing my evidence and closed the case based on inadequate investigation. 

Failure to Provide Proper Notice XXXX claims they " mailed '' me a request for documentation I never received any mailed correspondence They sent text updates saying they were " still researching '' but never texted that they needed documentation or were closing the case Case was closed without my knowledge or opportunity to respond Inadequate Investigation During escalation call, XXXX representative admitted " the contract is vague '' This admission proves they failed to properly analyze the dispute. She acknowledged that they are " working on " online options. Everybody does not do online banking. 
They accepted the merchant 's response without investigating consumer evidence Representative stated their only responsibility was to " send '' notification, showing minimal effort approach XXXX XXXX XXXX XXXX XXXX  Refused to reopen case despite clear procedural failures Would not review substantial evidence of services not rendered Failed to follow proper dispute investigation protocols XXXX XXXX XXXX Not Rendered : Original contract promising specific marketing deliverables Merchant 's own written admissions of service delays and failures Documentation of poor-quality deliverables that failed to meet contract terms Timeline showing promised services were never delivered after XXXX months Impact : Denied legitimate dispute rights due to processor 's inadequate procedures Forced to pay for services that were demonstrably not delivered Unable to present evidence due to XXXX  XXXX communication XXXX

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