Consumer complaint received 2024-06-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: U.S. BANCORP
State: AZ

Complaint narrative:
After a number of lengthy phone calls with US bank I have discovered that THEY ARE THE CAUSE OF THE UNAUTHORIZED CHARGE that XXXX, AZ Attorney General Complaint XXXX # XXXX, CAN NOT FIND ANY EVIDENCE OF. 
Along with a number of other inconsistencies in US Bank 's statements they admitted to me today that a charge that I made in the store at XXXX for {$120.00} on XXXX that I did dispute the following day because I was overcharged, XXXX settled that on XX/XX/XXXX by giving a reufund of {$120.00}, but I NEVER FILED A FORMAL COMPLAINT REGARDING THE XX/XX/XXXX PURCHASE. ( and if I did what would give him a right to reverse the refund, and XXXX doesn't have the money, who does? ) To this date I received NO NOTICE, electronically, on the app, by email by regular mail, and not even a return phone call regarding ANY claim being filed for XX/XX/XXXX or for even the current complaint which I made on XX/XX/XXXX regarding a charge from XX/XX/XXXX which they say THEY dismissed on XX/XX/XXXX which they didn't tell me about when my three phone calls between the XXXX and the XXXX, or on the XXXX when they told me they reported my card stolen on XX/XX/XXXX! And now they're saying that's when the complaint was opened. I think because they were supposed to do something like freeze the debit card when the complaint was opened so they're doing it on the XXXX of XXXX, again, they never advised me they were going to do that. I would have told them to wait and let me settle with XXXX like I did previously. I expected them to put a hold on the charge and eventually credit me back once certain time period expired for the merchant to prove the charge and issue a provisional credit, that would have been in order. 
I initiated a FORMAL COMPLAINT on XX/XX/XXXX because the charge was something called " Maestro '' listed as " dining and entertainment '', the only thing that may have led me to believe it related to the XXXX case was it was for the same amount, but I see now they seem to admit that IT WAS US BANK PROCESSING SOMETHING FROM XX/XX/XXXX, which I had no knowledge of, and waited until XX/XX/XXXX to shut off my card. I discovered on XX/XX/XXXX that they dismissed " my case '' on XX/XX/XXXX. 
Now I wonder which case they're talking about? 
If it was dismissed why does the charge still stand? Now they say after three phone calls on the XXXX and XXXX it wasn't processed until the XXXX which is when they decided to report my debit card stolen, which it is not, it's in my possession, but I didn't call them until the XXXX when I tried to use the card and discovered it wasn't working. 
They keep on doing all kinds of double talk like they tell me only takes 10 or 15 days to resolve this and I said they told me it was 90 days and they said " yeah well it could take 45 to 90 '' and then the provisional credit " oh well they should have told you '' yeah they should have said a lot of things. 
Now today for the first time I'm finding that this charge from XXXX the XXXX that I thought had something to do with this refund of a refund from a prior inquiry, turns out it's US Bank that did this this! They say for the first time this relates to the XX/XX/XXXX charge that I called and complained about and even though it was refunded US BANK IS WHO REVERSED THE REFUND this is why XXXX can not find any record of this. 
US Bank gross incompetence along with them telling me that the new debit card was sent on the XXXX, after I find out on XXXX THEY reported it stolen, will air overnight and now it'll come on Monday, actually is being mailed on Monday, I'll get it on Wednesday and now they tell me that the pin number that I need with it it's going to be sent regular mail in 7 to 10 days! 
They haven't the ability or the desire of settling this when. I also questioned they told me to take up to 90 days to settle this. 
In conclusion US BANK is saying this is related to a XX/XX/XXXX charge that I didn't make a formal dispute, I made an inquiry, and they took it upon themselves to reverse the refund that was made on XX/XX/XXXX and had me have XXXX going nuts trying to find a reference number the refund this when it was them all along. 
They shouldn't be allowed to do business in the state

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