Consumer complaint received 2024-03-18 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: OR

Complaint narrative:
On XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX totaling {$1400.00}. 

On XXXX XX/XX/XXXX part of the order was delivered and the other part was reported to me as lost. XXXX stated they would refund the order on XXXX XX/XX/XXXX if it still had not arrived ; on XXXX XX/XX/XXXX, XXXX reneged and claimed the order would arrive in the Spring of XXXX. 

On XXXX XX/XX/XXXX, I requested a refund as promised for the lost items, totaling {$880.00}. XXXX refunded only part of that order at the time, totaling {$260.00} : the representative stated he was unable to refund the remainder on his own, but that I would receive the remainder of the refund ( {$610.00} ) within 48 hours. That did not occur. 

On XXXX XX/XX/XXXX I attempted to resolve this through executive contact at XXXX. I received no reply. 

On XXXX XX/XX/XXXX, after recovering from illness that prevented me from calling during XX/XX/XXXX, I called US Bank and initiated dispute XXXX  XXXX for the {$610.00} I still had not received. The representative did not allow me to submit any of my documentation and continued to ask why I did not return the merchandise, evincing that she likely did not file the dispute properly as " merchandise never arrived. '' On XXXX XX/XX/XXXX, US Bank denied my dispute and claimed that XXXX was not obligated to return the money, which violates both XXXX 's own statements to me and obvious legal requirements. US Bank claimed that I did not respond to a letter that was sent, but said letter never arrived and US Bank made no attempt at alternate contact methods. 

On XXXX XX/XX/XXXX, I emailed executive officers at US Bank explaining that the dispute had been closed in XXXXXXXX XXXX  favor and asked for them to review it again. I provided further information. 

On XXXX XXXX XXXX XXXX XXXX I spoke with an agent via phone at the executive office and he confirmed that the dispute would be reviewed and the decision reversed as long as I faxed in information they would ask for via a letter. 

On XXXX XX/XX/XXXX, said letter arrived at my address. 

On XXXX XX/XX/XXXX, I faxed in the requested information and received confirmation that the fax was successfully delivered. 

On XXXX XX/XX/XXXX, a letter arrived stating that US Bank reneged on the promise by the executive agent. They did not review the information I sent and refused to reopen the dispute at all. The letter further unnecessarily insinuated that they expected I would not pay, despite me never missing a payment and having already paid this account off shortly after the debacle started. 

In summary, I have spent five months attempting to receive a refund for merchandise that was not delivered and both the merchant and the bank have refused to process that. I have attached copies of every email regarding this issue, the attachments to emails, the fax I sent, and the letter I received on XXXX XXXX.

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