Consumer complaint received 2025-11-12 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: TX

Complaint narrative:
I disputed a hotel charge that was billed to my credit card for services not rendered as described and not consistent with the merchant 's representations or the terms discussed with hotel management. 

Transaction Details Merchant : XXXX XXXX XXXX XXXX XXXX Location : XXXX, XXXX Stay Dates : XX/XX/year> XX/XX/year> Total Charged : XXXX USD ( XXXX IDR ) Nightly Rate : XXXX USD ( XXXX IDR ) Booking Type : XXXX Member " Stay XXXX Nights, Pay for XXXX '' promotion Summary of Dispute I stayed at the above property for XXXX nights. The hotel is advertised as a five-star resort. However, during my stay, the conditions were unsanitary and below the promised quality standards, and several nights were uninhabitable due to insects and lack of hot water. Hotel management acknowledged these issues and promised partial or full refunds for multiple nights, but these credits were not honored on the final bill. 


XXXX of Events Night XXXX ( XX/XX/XXXX ) : Loud music from the adjacent bar made the room unlivable. I reported it to the XXXX, who stated that no room change was available. 

Night XXXX ( XX/XX/XXXX ) : There was no hot water and a cockroach was found in the room. The XXXX apologized and offered half off for that night ( USD XXXX ). 

Night XXXX ( XX/XX/XXXX ) : A cockroach was found in the bed. The XXXX relocated us to a different room and stated that the entire nights charge ( USD XXXX ) would be reversed. 

Night XXXX ( XX/XX/XXXX ) : The new room had ants in the bed that bit my son, causing visible rashes on his arms, legs, and face. There was also no hot water in the entire building again. The same XXXX stated that this nights charge ( USD XXXX ) would also be reversed. 

Based on these verbal agreements, the total due should have been : XXXX XXXX XXXX XXXX = XXXX USD. 

However, when I checked out, the invoice reflected only a single credit of XXXX USD, and the new XXXX on duty stated that the XXXX department did not approve the other promised reversals and that nothing could be done. 

I am requested a partial refund of XXXX USD, representing the uncredited amounts that XXXX management explicitly agreed to reverse ( USD XXXX + XXXX + XXXX XXXX already credited ). 

I attached : The hotel booking confirmation and final invoice. 
Photos documenting the poor room conditions ( roaches and ants ). I have photos of my son 's ant bites and can submit them upon request. 

The conditions of the accommodations were unsanitary, unsafe, and not as represented for a five-star property. The merchant failed to deliver the services agreed upon and did not honor the refund commitments made by authorized staff. 

Under the Fair Credit Billing Act and card network policies for services not rendered as described, I am entitled to a chargeback for the disputed amount. However my credit card company refused to resolve the dispute in my favor because they said I stayed at the hotel.

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