Consumer complaint received 2025-06-23 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: CA

Complaint narrative:
I had a vacation rental via XXXX with host named XXXX last name is XXXX but she goes by XXXX in the XXXX of XXXX. I became very sick and the location is not safe so I had to leave early. My mom got me an XXXX in a safer and healthier neighborhood. My first night was XXXX XXXX XXXX in the new location. I left this vacation rental with 10 nights still left. XXXX promised she would change the dates to reflect the early departure so I'd get a refund for those 10 nights WHICH IS {$1100.00} XXXX BANK debit card is how I paid and they gave me provisional credit for those XXXX NIGHTS INSTEAD OF 10 nights for {$1000.00} but on XX/XX/XXXX they reversed this and charged me again! I sent the proof in the mail to them but there is no way they got it before they made this reversal decision. 

US Bank does not let you do any of this online .. so I had to dispute on the phone personally and it was a very long call and I gave them ALL the info needed. Then they mail me a letter which I did not get in usps mail till XX/XX/XXXX even though the letter itself was dated the beginning of the month. and by XX/XX/XXXX they reversed it before they even got my paper mailed back to them with screenshots of emails and texts etc with XXXX XXXX. 

Total paid for the trip was {$3400.00} for 30 nights ... that amount divided by 30 to get the nightly amount is {$110.00} and that amount times 10 for 10 nights left on the rental is {$1100.00} so am not even sure how USBANK came up with {$1000.00} when the amount should be {$1100.00} for 10 nights. Oh it looks like US Bank did the credit for 9 nights not 10 for some reason. Even though I told them it was 10. 

The last night of my stay was XX/XX/XXXX. My bank is not advocating for me at all. I have never put in a dispute before this. I used my money from my grandma XXXX for this trip. XXXX the host herself said I'd get refunded and she was ok with this. Why is US Bank allowing them to steal from me? My bank is not even trying to advocate for me. 

There is no reason this dispute should not be upheld! XXXX is a terrible company and not secure. You can read all of their complaints on XXXX! I was made my own account wit them but for some reason every time I tried to log in it logged me in to my mom 's account! She has never used my phone or laptop for her own account so this should be impossible. She changed her password and I still got automatically some how logged in to her account. I see online some people got logged into the accounts of random strangers. Trying to talk to their customer service is futile and gets you no where. The website and app are so full of bugs it makes it not functional and also a serious security concern. My mom deleted her entire XXXX  account because they could not stop my account logging into hers. Very odd. 

But XXXX the host agreed to refund. So why has that not happened if XXXX is incompetent then my bank that I am a long time customer with should be able to handle a dispute in my favor easily. Most banks allow you to give them info online too. US Bank makes it as difficult as possible to file a dispute having to make a phone call and I called them when I was in the XXXX  the first time! That is ridiculous and then they ask for it in writing too and don't mail the letter till it's too late!

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 non-monetary relief