Consumer complaint received 2025-06-06 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unexpected or other fees — 
Company: U.S. BANCORP
State: CA

Complaint narrative:
I am filing this complaint on behalf of XXXX XXXX, a 501 ( c ) ( 3 ) nonprofit organization. We placed an order with XXXX  for XXXX devices on XX/XX/XXXX, about eight weeks in advance of our annual fundraising gala, scheduled for XX/XX/XXXX. These devices were intended to be used for essential on-site fundraising transactions during a live 30-minute fundraising segment, as well as passive donations before and after that segment, art auction sales, and other sale items. 
Despite the advance timing of our order, numerous follow-ups for the most trivial tasks, such as " please check your email, '' XXXX  shipped the devices on the Friday before the event and selected a delivery method that did not include Saturday delivery. As a result, the devices did not arrive until Monday, XX/XX/XXXX, a day after our event had ended. 
This delay meant that the devices were completely useless for our event and caused significant operational disruption and financial loss. We were unable to process donations efficiently during our most critical fundraising evening of the year, and since we had no option but to channel all donations to our website, our website crashed due to unusually high volume of transactions. 
We had been in communication with XXXX  employee XXXX XXXX and her manager, XXXX XXXX, to ensure that Saturday delivery would take place. However, their lack of urgency, care, proper and effective follow-through, and timely response led to the shipment being sent without Saturday delivery, rendering our efforts futile. Despite multiple follow-ups via calls, texts, and emails in the following days, we did not receive any response from them until much later. Any response provided was also unsatisfactory or useless.

Financial Impact : Based on previous event data and typical donor behavior, we estimate that the absence of on-site POS functionality resulted in a loss or deferral of approximately {$15000.00} to {$20000.00} in donations. These include missed in-person giving opportunities during the live giving segment, reduced spontaneous contributions, and delayed follow-through after the event. In addition, we incurred internal costs for staff follow-up, tech recovery after the website crash, and donor communication management that otherwise would not have been necessary.

Resolution Requested : - A refund for the full cost of the devices and any associated service or shipping fees. 
- A written acknowledgment of XXXX failure and the steps the company will take to prevent similar issues in the future. 
- Monetary damages in the amount of {$20000.00} to account for the lost donations, operational disruption, and reputational damage to our nonprofit during a high-stakes annual fundraiser.

This experience has been both disappointing and damaging to our nonprofit operations. We are requesting CFPBs assistance in resolving this matter. 
More information is available 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 monetary relief