Consumer complaint received 2025-03-20 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: IN

Complaint narrative:
I cancelled the autopay on XX/XX/XXXX, they still took the payment on XX/XX/XXXX. Upon live chat with then they state they can't refund because of the lateness and that the XX/XX/XXXX payment was already pending and cancelling the autopay didn't cancel that payment even though it was a part of the autopay. They took funds from me that I didn't expect them to take and refused to give back. 

Hi, XXXX XXXX. Welcome to Fidelity Chat. One of our agents will be with you shortly. 
System XXXX XX/XX/XXXXBefore I connect you, please tell me a bit more about how our agent can help you. 
XXXX XXXX Sent atXXXX XX/XX/XXXXi cancelled autopay and you still took my money???? 
System XXXX AM You're # 1 in the queue. An agent will be with you shortly. 
You have been connected to live agent XXXX XXXX XXXX XX/XX/XXXXGood morning! I look forward to being of assistance to you today. I understand you are inquiring about an automatic payment. Is that correct? 
XXXX XXXX Sent XXXX XX/XX/XXXXcorrect XXXX XXXX XXXX XXXX XX/XX/XXXXi cancelled autopay before it was set to come out but i see where you guys still drafted it? 
XXXX XXXX XX/XX/XXXXI would be happy to review your account. One moment, please while I access your account. 
XXXX XXXX Sent atXX/XX/XXXX XXXX XXXX XXXX XXXX I show that the automatic payment option was canceled online on XX/XX/XXXX. However, the pending automatic payment wasn't canceled. Therefore, the automatic payment was still processed. 
XXXX XXXX AM I am sorry for the inconvenience. 
XXXX XXXX Sent atXX/XX/XXXXXX/XX/XXXXyes i cancelled in time and as far as i was aware it was. not realizing apparently i needed to cancel that individual autopay payment elsewhere from the set. i would like that payment refunded to me. 
XXXX XXXX XX/XX/XXXXI am sorry, we wouldn't be able to return that payment as it would bring your account past due. 
XXXX XXXX Sent atXXXXXX/XX/XXXX yes but it shouldn't have been taken. i'd hate to contact the cfpb about stolen funds XXXX XXXX XX/XX/XXXXI can submit a request to have the funds returned. However, you would need to a new make a payment in order for the funds to be returned. 
XXXX XXXX Sent XXXX XX/XX/XXXXi have plans in place to handle what's due to fidelity, but i cancelled the autopay ahead of time and that payment never should have been taken. 
XXXX XXXX Sent atXXXX XX/XX/XXXXI'll go through hte CFPB then. 
XXXX XXXX Sent atXXXX XX/XX/XXXXi'm filing the complaint right now. please provide your employee id so I can put you down as the one who refused to return stolen funds. 
XXXX XXXX XXXX Yes, the automatic payment option was cancelled. Unfortunately, the pending payment was not. 
XXXX XXXX Sent atXX/XX/XXXXhe pending payment that was a part of the automatic payment series that was cancelled before it ever should have been held pending requested or anything from my bank account .... 
XXXX XXXX Sent atXXXX XX/XX/XXXXemployee ID? 
XXXX XXXX XX/XX/XXXXI do not have an employee ID. My name is XXXX. 
XXXX XXXX Sent atXXXX XX/XX/XXXXand your direct manager 's name? 
XXXX XXXX Sent atXX/XX/XXXXXX/XX/XXXXand your job title and department 's name? 
XXXX XXXX XX/XX/XXXXMy manager is XXXX. 
XXXX XXXX XX/XX/XXXXI am a chat representative. 
XXXX XXXX XX/XX/XXXXI can submit the request to have the payment returned. However, the request would be declined if a payment hasn't been received for the minimum payment due. 
XXXX XXXX AM How would you like to proceed? 
XXXX XXXX Sent XXXX AM i'm filing the cfpb complaint now XXXX XXXX XXXX I understand. 
XXXX XXXX AM Is there anything else I can assist you with today? 
XXXX XXXX Sent XXXX AM can you send me a copy of this chat transcript? 
XXXX XXXX AM Unfortunately, I don't have that as on option to send a copy of our chat. However, you may copy and paste the chat into a document for your records. 
XXXX XXXX Sent XXXX AM that's what I planned to do. 
XXXX XXXX Sent XXXX AM thank you

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