Consumer complaint received 2024-09-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: U.S. BANCORP
State: TX

Complaint narrative:
I rented a car for a work trip through XXXX and prepaid for a car rental. I picked up the base model car XXXX and had it through XX/XX/year>. I prepaid for the car rental through a credit card for the full amount. When I went to pick up the rental car at XXXX, they wanted a card held for " incidentals or damage '' so I gave them my US bank credit card ( a different credit card then the one I used for XXXX ). After the airport drop off of the car ( a completely unsecure lot at XXXX with no one to check it in for return and no one checking it out upon exit on XXXX ... I had a {$400.00} extra charge added on my US bank card when I already prepaid for the car rental for XXXX for XXXX dollars for a base model XXXX XXXX. They receipt for the charge stated it was for " exterior washing '' which makes no sense nor a charge that high. I got a XXXX from XXXX after the check out and included all of these details because I called to speak with someone at the XXXX XXXX XXXX and no one answers the phone and the voicemail box was full ... I only received an email back from the Airport manager at XXXX because of the survey and details but they then stated the {$400.00} charge was due to the check in detecting smoking, which I replied to no way I don't smoke and I would have noticed that right away. They never replied to my email. I disputed the charge with US bank and gave them all the details, dates, everything that happened, correspondence and also XXXX different answers about the extra charge to which I was replied to they would dispute it but " it happens a lot with rental cars and they just do whatever they want these days with automated services like those pick ups '' I told them I don't accept that ; I didn't warrant any extra charges and they " don't get to just charge and do whatever they want '' and where is the customer protection? Isn't that what dispute is for is helping their customers? They said they would close the case and I need to call and reopen it. I've been on the phone now XXXX different times with US Bank opening and disputing this silly bogus charge ; they closed the case saying they don't have enough information and I should contact the merchant. The merchant XXXX doesn't reply. None of this is ok. Both sides aren't helping the consumer XXXX and all I did " wrong '' was renting a car and having a terrible credit car company. I prepaid for the junky base model rental car for almost XXXX from an airport and got charged another XXXX for no reason- so technically paid over XXXX for a 3 day XXXX XXXX with no damages done and a tank full of gas and a little bit of driving. All I'm kindly asking is my {$400.00} erroneous charge to be refunded to me since it was erroneously charged. I don't feel that is too much to ask ; in fact I would love to think you would be the company to stand up for us the consumer to assist us in continuing in fairness in equal exchange of goods and services actually rendered. Please help me. Thank you

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