Consumer complaint received 2026-05-04 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: KS

Complaint narrative:
CFPB Complaint U.S. Bank Dispute Handling Failure Institution : U.S. Bank Issue : Failure to properly investigate disputes, lack of evidentiary evaluation, and non-transparent denial reasoning Merchants : XXXX ( Fraud ) and XXXX ( Incorrect Charges ) Complaint Summary U.S. Bank denied or closed multiple disputes despite my submission of complete supporting documentation, including receipts, transaction records, and merchant-provided evidence. In all cases, U.S. Bank failed to disclose : what evidence was reviewed how evidence was evaluated what standard ( XXXX or internal policy ) was applied why submitted documentation was deemed insufficient Multiple disputes were closed as unable to assist without substantive explanation. XXXX XXXX U.S. Bank Handling XXXX : Faxed initial supporting documentation for disputes XXXX : Spoke with U.S. Bank case processor ( XXXX ), who reviewed transactions, matched receipts for other merchants and we discussed these merchants as well, and confirmed disputes would be corrected. Call recorded. XX/XX/XXXX : Despite ongoing document submission per instructions, at least XXXX dispute was closed as unable to assist without explanation XX/XX/XXXX : Contacted U.S. Bank ; representative confirmed internal notes existed but could not explain closure ; instructed me to continue submitting documentation XX/XX/XXXX : Escalated to case manager ( XXXX XXXX, who reviewed transactions, matched receipts, and reopened disputes with corrected classifications XX/XX/XXXX : Submitted required-action forms as instructed via fax XX/XX/XXXX : Faxed consolidated package including all case IDs, receipts, merchant records, and dispute explanations XX/XX/XXXX : Submitted additional documentation for ongoing required actions Despite full compliance and repeated confirmation of receipt, disputes continued to be closed or denied without clear evidentiary explanation. XXXX XXXX XXXX XXXX XXXX documentation confirmed : card was not used transaction records did not match U.S. Bank postings Despite this : U.S. Bank did not evaluate or address the merchant-provided evidence no fraud-standard analysis was provided no XXXX or internal rule basis was cited requests to correct classification to fraud were not reflected in final determinations The denial lacks any transparent evidentiary justification. XXXX Incorrect Charges / Inconsistent Handling XXXX disputes included receipts and transaction records showing incorrect charges. However : submitted evidence was not meaningfully addressed at least one dispute was closed as unable to assist without identifying deficiencies no explanation was given for what additional documentation was required related disputes were handled inconsistently despite identical evidence Core Issue Across all disputes, U.S. Bank failed to provide : any identifiable evidentiary standard for denial any explanation of how documentation was evaluated any citation to governing dispute rules ( XXXX or internal policy ) consistent treatment of similar disputes Outcomes rely on conclusory statements such as insufficient information without specifying deficiencies. Impact As a result : submitted evidence was not properly evaluated or addressed disputes were closed without transparent reasoning inconsistent handling occurred across related cases I was denied meaningful review of documented facts Requested Resolution I request that CFPB require U.S. Bank to : Reopen and fully re-evaluate all XXXX and XXXX disputes Provide written disclosure of dispute rules and evidentiary standards applied Explain, case-by-case, why submitted documentation was deemed insufficient Identify whether XXXX or internal policies governed each decision Conduct a consolidated consistency review of all McLuck disputes Reverse or correct determinations where evidence was not properly evaluated Closing Statement I did not authorize these charges. I submitted complete documentation and complied with all requests from U.S. Bank throughout the dispute process. Despite this, U.S. Bank failed to apply or disclose any transparent evidentiary standard in its determinations. This complaint concerns not only incorrect outcomes, but a non-transparent and non-verifiable dispute process.

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