Consumer complaint received 2025-06-30 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: MN

Complaint narrative:
Dear CFPB : On XX/XX/year> I took a taxi ride from one terminal of the XXXX airport to another terminal. The taxi driver stated that the cost would be XXXX XXXX XXXX, which is {$19.00} US XXXX. He charged me {$19.00} on my US Bank card. 

Please see the enclosed page showing the transaction of XXXX XXXX XXXX  ( {$19.00} ) on my US Bank card. Please also see the enclosed receipt for this transaction. 

While he was holding my same credit card in the taxi, he also made two unauthorized transactions for {$230.00} and {$490.00}. I did not authorize these transactions and would not have authorized them. He scammed me by swiping my card 3 times instead of once. He used a different credit card terminal so the unauthorized transactions show up as XXXX XXXX XXXX XXXX XXXX instead of XXXX * XXXX XXXX, but this was the same taxi driver for the same taxi ride at the same time. I handed my card to him once and got one receipt, I had no idea he charged me the two unauthorized times. 

I contacted US Bank and was instructed to file a dispute for both unauthorized transactions. The representative told me that I could not file a fraud report as I had handed my credit card to the taxi driver. I filed two dispute claims. I was told to return the claim forms once I received them in the mail. 

I received the claim forms on XX/XX/XXXX and filled them out. The claim forms listed a deadline to return them of XX/XX/XXXX. When I went to upload them to the US Bank website I found two denial letters dated XX/XX/XXXX ( enclosed ) stating that my claims were denied since I hadnt returned the claim forms. 

At this point I havent invented a time machine ( yet! ) and so I cant return forms days before I receive them. Additionally US Bank denied my claims a full week before the deadline of XX/XX/XXXX that they listed on the claim forms. 

Nevetheless, I submitted claim forms including copies of the receipt from the taxi ride and proof of the {$19.00} transaction along with the scam transactions of {$230.00} and {$490.00}. I uploaded the forms on XX/XX/XXXX and additionally faxed them in on XX/XX/XXXX ( see enclosed fax confirmations ). 

I didnt hear back from US Bank so I reached out to them on XX/XX/XXXX. The representative stated that the taxi driver was very sneaky, that the claim potentially should be considered fraud as I hadnt authorized the additional transactions, and that I had submitted all the proof they needed to process the claims. 

The first claim for {$230.00} was conditionally approved and eventually finalized see letters from XX/XX/year> and XX/XX/XXXX. 

However, the second claim for {$490.00} was still denied, despite being part of the same taxi ride and the same scam unauthorized transactions on my credit card seconds apart. I submitted the same evidence for both claims. The final letter from US Bank on XX/XX/year> stated that I had not submitted proof that I had paid for the transaction using another method. I have repeatedly shown that I paid the correct {$19.00} on the same US bank card ending in XXXX including the reference number and the receipt. 

I met with my local US Bank branch manager XXXX XXXX who helped me call in again to no avail. During my most recent phone call to US Bank on XX/XX/XXXX, the credit card representative said that nothing further could be done. 

I do not think it is reasonable for US Bank to deny the claim including requiring me to time travel into the past to file the claim before I received the claim paperwork, changing deadlines, and approving one claim while denying another for the same series of scam transactions seconds apart. Additionally, when a vendor takes your credit card and purposely swipes it multiple times on multiple machines without your authorization that seems to me to be fraudulent, not simply a dispute. I would like to be credited the {$490.00} that I never authorized.

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