Consumer complaint received 2025-07-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Credit card company won't increase or decrease your credit limit
Company: U.S. BANCORP
State: OH

Complaint narrative:
To Whom It May Concern, I am writing to formally request an investigation into the communication, service, and account management practices of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX ), particularly concerning their co-branded credit card offerings, such as those provided to XXXX clients. 

The issues I encountered highlight a concerning pattern of inconsistent communication, inadequate customer service, and potentially hostile practices that disproportionately impact consumers, specifically regarding credit limit management and the handling of account discrepancies. 

Allow me to detail the specific incidents that form the basis for this request : Conflicting Reasons for Credit Limit Reduction : On Saturday, XX/XX/year>, I was informed by an XXXX XXXX representative that my credit limit was reduced from {$11000.00} to {$3000.00} due to recent returns on my account. However, upon requesting to speak with a supervisor, I was provided a contradictory explanation : the reduction was attributed to a credit review conducted in XX/XX/year>. This direct contradiction from XXXX XXXX 's own staff regarding such a significant account change is not only confusing but indicative of systemic communication failures. Further, their records on XX/XX/year>, indicated the reduction occurred on XX/XX/year>, adding another layer of inconsistency to the timeline. 

Lack of Timely and Effective Communication Regarding Credit Limit Change : Despite the alleged credit review in XX/XX/year>, and the actual reduction on XX/XX/year>, there was no proactive communication during my prior calls with XXXX XXXX on XX/XX/XXXX or XX/XX/XXXX regarding this impending or enacted credit limit reduction. I was informed that a letter was sent on XX/XX/year>, which I had not yet received by XX/XX/year>. The absence of direct, timely, and clear communication via phone or email for such a material change to a customer 's credit facility is a severe lapse in customer service and potentially violates fair credit practices. 

System Error Leading to Insufficient Funds and Unacknowledged by XXXX : A payment of {$70.00} was initiated on Sunday, XX/XX/year>. The XXXX app 's payment system, used to make this payment, incorrectly labeled my " checking '' account as " saving. '' Despite sufficient funds being available in my checking account, this mislabeling by the system led to the payment being pulled from my savings, resulting in a return for insufficient funds. Crucially, XXXX XXXX 's customer service notes, as reviewed on XX/XX/year>, failed to accurately reflect this critical detail of the mislabeled account, instead simply recording a " return for insufficient funds. '' This indicates a failure to properly document and investigate the root cause of the return, potentially misattributing fault to the customer. 

Adverse Impact on Credit Score and Customer Circumstances Disregarded : The consequence of these combined issues the system-induced return, the delayed and inconsistent communication, and the abrupt credit limit reduction is a direct and unwarranted harm to my credit score. As a diligent customer who made a timely payment to maintain my credit standing, I was blindsided by these events. The supervisor 's assertion that the reduction was due to a XXXX review, yet the letter was sent in late XXXX, further demonstrates a disregard for customer circumstances and a lack of transparency. This situation could have been mitigated or entirely avoided with a simple phone call or email, allowing me to address the payment issue or prepare for a credit limit adjustment. 

Given these facts I highlighted, these actions by XXXX XXXX raise serious questions about their adherence to principles of fair dealing, transparency, and effective consumer communication. The practices described appear to be highly irregular, hostile towards the customer, and do not adequately consider the customer 's specific circumstances before taking punitive actions like a significant credit limit reduction. Such conduct is alarming and could constitute unfair or deceptive acts or practices ( UDAAPs ) that fall under the purview of consumer protection laws. 

I urge your agency to initiate a thorough investigation into XXXX XXXX 's credit limit reduction policies, communication protocols, and their handling of customer account discrepancies, especially those stemming from system errors. 


Thank you for your immediate attention to this critical matter. 

Sincerely,

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