Consumer complaint received 2024-09-06 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem when making payments — Problem during payment process
Company: U.S. BANCORP
State: MD

Complaint narrative:
I made my payment on XX/XX/year> ( the due date ) for the full balance on my account ( {$300.00} ). The payment came out of my bank ( electronic payment ) on XX/XX/XXXX. On XX/XX/XXXX Cardmember Service reversed the payment, claiming that payment was denied by my bank. I learned of this on XX/XX/XXXX, when I was notified that my payment was past due. After verifying that I had submitted a payment and that it went through my bank, I called Cardmember Service. They started a research ticket, and I was told to provide the transaction history showing the payment came out. The only methods they offered were fax and U.S. mail -- no email or online upload of documents. I don't have a printer or fax, so it took me some time. On XX/XX/XXXX I went to the library, printed the transaction history, and faxed it for a fee. On XX/XX/XXXX I received a form letter in the mail, dated XX/XX/XXXX, stating the payment was returned by my bank ; it also stated that if the bank did credit Cardmember Service,, I should provide documentation showing that. 

On XX/XX/XXXX I printed a copy of my bank statement showing the transaction, and faxed it to Cardmember Service. Around the end of the month I received the same form letter, this time dated XX/XX/XXXX. 

On XX/XX/XXXX I mailed a letter to Billing Inquiries formally disputing the payment reversal ; I sent it via certified mail, so I know it was received on XX/XX/XXXX. I never received a response. On XX/XX/XXXX I called to check the status, and I was informed that the credit was pending and should be done no later that XX/XX/XXXX. The representative I spoke with refunded the late fee and interest I had been charged at that time. 

On XX/XX/XXXX I checked my account, and the payment was not credited. I called to find out where it was, and I was informed it had been returned to my bank. I checked the bank, as well as another bank I have made payments from, and the money was not there. So I called back. I could not get a straight answer and was extremely angry, so I waited until. the next day to try. again. It was on XX/XX/XXXX, after several more tries, that I was informed that they needed the ACH Trace number. This was the first time I was informed this information was needed! I immediately contacted my bank for that, and called Cardmember Service with that information. To this day my account still has not been credited with the payment, and I have been charged another late fee and more interest because I will not send them more money than I actually owe. 

There were other occasions when I called, too. Every time I call, I get a different representative and have to start from the beginning explaining what's going on. Some calls dropped while I was on hold ; when I called back, there was no way to get back to that same person, so I had to start all over. There also is no way to speak to anyone in the research department -- not even a supervisor. The people I can speak with can see the payment was made but can't credit it ; and I can't speak with anyone who is able to resolve the issue.

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