Consumer complaint received 2025-10-31 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: NM

Complaint narrative:
I visited a local motor vehicle registration company. The service was to register, title transfer and pay taxes on a new vehicle purchased out of state. Because this was sales tax on a new vehicle it was a {$3000.00} transaction. 

I paid at the time of service by credit card on XX/XX/year>. Later that same day, I received an unsolicited email from the vendor with a revised receipt for {$2900.00}. My thought was that this was the result of an unfavorable review I submitted on their website and their attempt at service recovery. I didn't think much about this until I checked my credit card statement to see if the credit was applied... it was not. I called and spoke to the manager who could not provide an explanation of why a follow up receipt was sent but refused to make any adjustment from the original amount. Seems reasonable that a second receipt issued by the vendor is valid. 

I submitted a dispute to XXXX for just the difference of {$110.00}, not the entire transaction. As evidence I forwarded the email along with the attached second receipt that I received from the vendor. 

XXXX 's first denial of the dispute was that there was no evidence that merchandise had been returned to the vendor. This makes no sense because this was a service and no merchandise was involved. The story later changed to say that the second receipt did not have the last XXXX digits of my credit card number. I can't control what the vendor puts on their electronic receipts. However, the receipt does have the managers name, phone number, email and an internal reference number tied back to the original transaction. 

Here 's my issue... XXXX provides an XXXX number that connects you to a card service representative. In reality all they can do is try to collect any additional information and submit this electronically to the dispute resolution person reviewing the case. I found out today when the representative ( not the mythical dispute person ) checked the system notes that my request for a call back was never submitted plus they told me that the dispute person has never even talked to the vendor. The customer files a dispute, the vendor doesn't respond and the case is resolved in favor of the vendor? If the vendor blows off credit card inquiry, the decision should go in favor of the card holder. 

XXXX has created a system where it is virtually impossible to communicate directly with the dispute staff. The people answering the phone always offer the same promise... somone will call you back within XXXX to XXXX hours. Who has time to sit around and wait for some random call from an unidentified number???? They refuse to give you the dispute persons name, phone number or email. This is totally unreasonable when the dispute staff simply closes the dispute without fully understanding or perhaps even caring about getting the facts. 

Bottom line is that I have a valid receipt. XXXX has not received any follow up from the vendor. XXXX has made it virtually impossible to talk to their dispute staff. They arbitrarily closed the dispute in favor of the vendor without speaking to me or even the vendor.

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