Consumer complaint received 2025-10-30 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: U.S. BANCORP
State: IN

Complaint narrative:
This issue is with the XXXXXXXX XXXX XXXX serviced by Elan XXXX XXXX 

This card account is associated with my XXXX accounts via a single sign-on website. 

The first month that I had a balance on the card ( XX/XX/year>XXXX  ), I made several attempts to make a payment. 

1 ) I attempted to set up a connection to an external bank checking account by providing my routing and account numbers on the card website. This failed multiple times because the interface wouldn't accept my numbers. The only clue provided by the website said that the routing number must be numeric. I had only entered numeric values, so that was unhelpful.

2 ) On XX/XX/year>XXXX   I attempted to set up a connection to an existing XXXX account. That worked. I transferred funds to the XXXX account the same day. The card website then allowed me to make a {$60.00} payment from the XXXX account using the funds I had just transferred into the XXXX Account. The following day, I received an email stating that the payment was reversed because of insufficient funds in the XXXX Account. I called XXXX and they said that making a credit card payment from the connected XXXX account is considered a withdrawal from the XXXX account. Despite the fact that the card website initially showed that the {$60.00} was available for making a credit card payment, it was actually held by XXXX " because they've had fraud. '' 3 ) On XX/XX/XXXX, I tried again to connect the bank checking account on the card website. In the account number, I included leading XXXX  as the account number appears on my checks. The website accepted the account number and routing number and allowed me to use it to make a {$100.00} payment. The first indication I had of a problem was on XX/XX/XXXX when my card was declined twice and I received a letter in the mail saying that the {$100.00} payment was reversed because " unable to locate account. '' 4 ) On XX/XX/XXXX, I tried again to connect he bank checking account on the card website. This time, I left out the leading XXXX. Again, the website allowed me to make a payment, now for {$150.00}. 

On XX/XX/XXXX, I called cardmember services to resolve the declines and payment issues. The agent said the card funds are held because of " a minor delinquency '' and that the most recent payment won't be processed until XX/XX/XXXX be abuse a prior payment had been reversed. I explained that the circumstances of the reversed payments suggested bad faith : * Not accepting the account number and not giving any meaningful clues as to why. 
* Indicating that the recently-transferred XXXX account balance was available for a credit card payment, when it was not, and not providing notification of the issue until the following day. 
* Failing to give any instructions to leave out leading XXXX  from the checking account number, and failing to parse them when trying to locate the account with the external bank. 
* Delaying any indication of an issue with the {$100.00} payment for over a week, while counting it as a delinquency on my part. 

The agent and supervisor both condescendingly suggested I ask my bank to help me identify my routing and account numbers. They refused to reconsider the hold on the most recent attempt at making the payment. The supervisor then hung up on me.

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