Consumer complaint received 2025-10-20 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: MI

Complaint narrative:
I opened a dispute with US bank on my XXXX XXXX XXXX XXXX credit card on XX/XX/XXXX over a charge from XXXX XXXX XXXX for {$760.00}. During the dispute process I sent them physical documents including crucial details and photo evidence surrounding my dispute. As of XXXX, US bank has closed the dispute and have put the charge back thru on my statement. The charge was for a rental car reservation. The reason for me disputing this particular transaction was because the vehicle was provided to me in unsafe operating condition, and the rental agency was dismissive. The headlights were misaligned, causing huge blind spots at night, and posing a massive safety risk to myself, my party, and others on the road. The rental car agency dismissed my correspondence when I brought it up, when I sought proper compensation for the issue.

If you look closely in the document I have attached to this case, youll be able to see the harsh blindspot on the right hand side of the vehicle, and the very short beams on dark countryside roads. Youll also be able to see my location XXXX  from the time period I had the reservation : XX/XX/XXXX XXXX. 

Here are the full details around my dispute : I am writing to formally dispute a charge on my US Bank business altitude connect card account in the amount of {$760.00}, billed by XXXX XXXX XXXX XXXX XXXXXXXX XXXX originally on XX/XX/XXXX, for a vehicle rental that was not provided in safe or proper working condition. 
During my rental period from XXXX I had reserved a XXXX XXXX , However, when I arrived, I was told they didnt have any available and I instead received a XXXX XXXX.Upon the first nightfall while driving the vehicle, I noticed that the headlights were significantly defectivespecifically, the lights were uneven ( right driver side headlight much lower in comparison to the left ) and both aimed too low, severely impairing nighttime visibility and making it unsafe to drive. This defect posed a serious safety risk to both myself, my party and others on the road. It was particularly dangerous on dark, hilly backroads- which XXXX has lots of, and given that side to side clearances on XXXX  roads are usually lacking. 
Upon returning the vehicle, I brought this issue to the attention of the rental car representative. However, my concerns were dismissed without investigation or any offer of remedy. I was not provided any compensation for the rental despite raising a legitimate safety concern.

I am including photographic evidence showing the headlight issue, which clearly demonstrates the uneven and improperly aligned beams. These photos were taken during the rental period and accurately reflect the condition of the vehicle. You will be able to see the time stamps on the photos and also the location ( XXXX, where I had rented the car from XXXX XXXX ). In the first daytime photo below youll be able to see the plate number, and the vehicle when I first picked it up at the airport. In the second photo below you will be able to see on the left side, the beams go much further than the right side, captured on a dark highway. Youll also be able to find the date/location of the photo. Then, in the third photo, youll be able to see the beams are far too short on a dark country road.

Because the rental car was defective and not fit for safe use, I am requesting that US Bank investigate this matter and reverse the charge under your dispute and billing error procedures.

Please find the following documentation enclosed with this letter : Copy of the transaction Photos showing the defective headlights Rental reservation booking ID Thanks for reading. I hope you can help me reach a fair resolution.

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