Consumer complaint received 2026-01-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Fees or interest — Problem with fees
Company: U.S. BANCORP
State: CA

Complaint narrative:
XX/XX/XXXX, I called the customer service line XXXX to cancel my Account. XXXX assisted me with the closure and told me " ... the annual membership fee, you will see a reversal credit reflecting back on the next billing cycle. '' I recorded the entire call. The transcript ( machine generated ) is as follows, and the full voice recording is attached : Participant If you are calling regarding a lost or stolen credit card, please remain on the line for the next available agent. If your call is not urgent, please consider calling back at another time. Thank you. XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Your call may be monitored or recorded for quality purposes. Please say or enter the last XXXX digits of your social security number or press XXXX to enter your account number or card number. Now, please say or enter the credit card number you are calling about today. If you are calling to replace a law. Thanks. Let me bring that up. Would you like to hear the information for your total business relationship or for your individual card ending in [ XXXX ] Are you calling about spend management? Please say yes or XXXX XXXX. 

Participant no. Just a moment while I connect your call. All of our representatives are currently helping other colors. Please remain on the line and the representative will help you as soon as possible. Thank you for calling card member service. My name is XXXX. Would I have the pleasure of speaking with? 

You XXXX, XXXX, uh, my name is [ XXXX ]. 

Participant Thank you and how XXXX I help you today? 

You Hi, I would like to get this card canceled and have the annual fee refunded. 

Participant Okay, I will be able to assist. I am pulling up the account here and just confirming was this the business leverage card you're You Yes. 

Participant referring to? Okay, and you were wanting to request a closure for the account, and then also okay, the annual membership fee, which I see was just assigned here on the XXXX of XXXX, and just confirming you wanted to close the entire business credit card, correct? 

You That's right. 

Participant Okay, and XXXX if you don't mind me asking, what was your reasoning for wanting to close today? 

You It's mainly the annual fee. I don't I don't think this card has any credits to offset it. So, yeah, I think I also XXXX XXXX. 

You have the triple cash, which is a free one. So I just used that one instead. 

Participant XXXX, XXXX. okay. Absolutely I do thank you for letting me know the reason for the closure as well. If you can kindly please confirm your mailing address for me. 

You Uh, I recently moved, so it could be XXXX of XXXX. It could be [ XXXX ], where it could be [ XXXX ]. 

Participant Perfect. Thank you so much, XXXX XXXX. I am showing the [ XXXX ] on this account here. I am going to now take care of you with requesting a closure. This is going to be our final step. I need to read the following disclosure before I process your request. Should you choose to close your account subject to applicable law? You XXXX forfeit any rewards in which you have earned and not redeemed. Would you like to continue with closing out your account? 

You Yes. 

Participant Alrighty. Thank you, son. I am now requesting a closure for the business credit card here. I did also want to ask if you owe and also the annual membership fee, you will see a reversal credit reflecting back on the next billing cycle, in the amount of {$95.00} I'm showing the annual membership fee and didn't want to ask if you had any questions. 

You Oh, no, I'm good. That's all I need. 

Participant XXXX and I do thank you for contacting US bank. Enjoy your day and have a great holiday. 

You Thank you, thank you. You too. Take care. Okay. 

Participant Thank you, sir the thing. 

XX/XX/XXXX, after the next billing cycle has ended, I noticed the {$95.00} annual fee was not credited back to me, so I called again. This time, both XXXX and her supervisor XXXX told me that the credit will not be posted because XX/XX/XXXX was more than 30 days after XX/XX/XXXX, when the annual fee was originally posted, contrary to what XXXX told me on XX/XX/XXXX. 

If I knew I had to pay the annual fee anyway, I would not have closed the account. I relied on the information XXXX told me that the annual fee would be credited back after one billing cycle. Now, I paid a {$95.00} annual fee in exchange for a closed credit card account. 

I would like US Bank to honor its representation on XX/XX/XXXX and credit the {$95.00} annual fee back to my account while allowing this account to close.

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