Consumer complaint received 2025-05-15 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: NY

Complaint narrative:
I am requesting that XXXX reopen this dispute due to material misrepresentation by the merchant and continued failure to deliver the service I paid for. I have maintained good-faith efforts to resolve the issue directly with the businesseven escalating to the companys ownerwith no result. The matter remains unresolved, and the product is still non-functional. 


* * * XXXX of Events - XX/XX/XXXX : I paid {$730.00} to XXXX XXXX XXXX for the purchase and installation of a new ice maker in my apartment. 

- XXXX XXXX XXXX : The technician arrived with the wrong part and left the installation incomplete. I was told a replacement part would be ordered and the job rescheduled. Multiple follow-ups were made, with no resolution. 

- XX/XX/XXXX : I filed a dispute with my XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX ) due to non-fulfillment of service. 

- XXXX XXXX : Despite follow-ups, the installation was never completed. I made repeated calls and was assured of callbacks and supervisor responses, none of which occurred. 

- XX/XX/XXXX : The dispute was closed in favor of the merchant, based on their false claim that the ice maker had been installed. 

- Immediately After Dispute Closure : I contacted XXXX XXXX asking for confirmation of the date and time they claimed the installation occurred, so I could verify via building security footage. In response, the company offered to perform the installation, proving they had not done so beforea direct contradiction of their earlier statement to XXXX. 

- XX/XX/XXXX : Technicians came to perform the installation and verbally confirmed the job was complete. 

- XX/XX/XXXX : I found that the ice maker was still not working. I contacted the company and was told a technician would return the following day. 

- XX/XX/XXXX : No technician showed up. I called again and was told the part hadnt arrivedcontradicting what Id been told earlier. A new appointment was scheduled for XX/XX/XXXX. 

- XX/XX/XXXX : A technician returned but could not resolve the issue. A new part was ordered. 

- January 1330, 2025 : Several additional visits occurred. Across at least XXXX service attempts, the product remained non-functional. The company gave conflicting explanations at each stage and made no meaningful progress. 

- XX/XX/XXXX : I was told the new part had arrived and another service visit was scheduled. I requested a precise time window due to needing to coordinate care for my infant child. 

- XX/XX/XXXX : After months of failed installation attempts and no resolution, I formally requested a full refund. 

- XX/XX/XXXX : I sent a final follow-up email. No response was received. Since then, the company has completely stopped responding. 

- End Result : The ice maker installed after the dispute was closed turned out to be defective, and XXXX XXXX abandoned the job without resolving the issue. 


* * * Why the Dispute Should Be Reopened The merchant made a false statement to XXXX XXXX XXXX the original dispute, then attempted the service after the dispute ended, implicitly admitting they had not fulfilled it before. The service has still not been completedI was left with a non-working product and no communication from the vendor. 

I made extensive good-faith efforts to resolve the matter directly, including escalation to the owner, which were ignored. XXXX XXXX has retained the payment while failing to deliver the product or service, amounting to unjust enrichment. 

I can provide all supporting documentation, including email correspondence, technician notes, and evidence of service failure, upon request.

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