Consumer complaint received 2026-06-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: U.S. BANCORP
State: CA

Complaint narrative:
I am filing this complaint regarding my U.S. Bank secured credit card account. I contacted U.S. Bank and spoke with a supervisor regarding my secured credit card account and the return of my security deposit after pending transactions cleared. During that conversation, I was informed that the account was being closed and that the remaining secured funds would be returned after all pending transactions were settled. I relied on the information provided by the supervisor. However, I later discovered that the account appears to have remained open. Since that time, additional late fees and other charges have continued to be assessed to the account. As a result, funds that I expected to be refunded have been reduced by ongoing fees. Based on my understanding of the account, there was a substantial amount of secured funds remaining that should have been returned after legitimate transactions were resolved. Instead, the balance appears to be decreasing because fees continue to be added. In addition to the fees being assessed, I experienced repeated card authorization failures at major merchants despite having available credit. Transactions were declined at hotels, insurance providers, online vendors, and other established businesses. In several situations I contacted U.S. Bank while the transaction was occurring and representatives were unable to provide a clear explanation for why the card would not authorize. I was frequently told that no one could explain the reason, that the system made the determination automatically, or that I would need to call another department. In at least one instance involving lodging accommodations, I was unable to complete a transaction because the card would not process an incidental authorization despite being advised that the card should work. These repeated failures caused financial hardship, inconvenience, embarrassment, and loss of confidence in the product. I contacted U.S. Bank seeking clarification regarding : Whether the secured credit card account was actually closed The status of my secured deposit refund The basis for continued fees and charges The amount of secured funds remaining to be returned I have not received a clear explanation that resolves these issues. I believe I was provided inaccurate or misleading information regarding the status of the account. Had I been correctly informed that the account remained open, I would have been able to make informed decisions regarding the account and avoid additional fees. I am requesting that U.S. Bank : Reverse all improper late fees, penalty fees, interest charges, cash advance fees, and other charges that accumulated after I was informed by a supervisor that the account was being closed. Conduct a full review of the disputed XXXX transactions that I reported and determine whether those transactions should be reversed, credited, or otherwise corrected. Provide a written explanation for why my secured credit card was repeatedly declined at major merchants despite available credit, including but not limited to hotels, insurance companies, online vendors, and other established businesses. Investigate the repeated authorization holds, restrictions, and transaction denials placed on the account and explain why customer service representatives were unable to provide a clear reason for those denials. Provide a complete accounting of all fees, interest charges, cash advance charges, payments, credits, disputed transactions, and secured deposit funds associated with the account. Return all secured funds owed to me after legitimate transactions and verified obligations have been satisfied. Review all recorded customer service calls and supervisor communications related to my account, including statements that the account was closed, and determine whether inaccurate information was provided to me. Provide a written explanation of why I was repeatedly instructed to call back, wait for supervisors, or seek assistance elsewhere instead of receiving a clear resolution regarding the account status and transaction issues. Correct any errors associated with this account and provide a fair resolution for the financial losses, inconvenience, embarrassment, and hardship caused by the account restrictions, denials, fees, and conflicting information provided by U.S. Bank representatives.

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