Consumer complaint received 2026-03-05 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: WI

Complaint narrative:
On XX/XX/year>, I made a purchase from XXXX XXXX for {$230.00}. The purchase was made accidentally while I was attempting to purchase access to a scenic viewpoint attraction that was advertised separately for approximately {$20.00}. I mistakenly believed the price shown was in pesos and believed I was purchasing a ticket to the scenic viewpoint only. Instead, the purchase processed as a much larger ticket package for a theme park that included the scenic viewpoint. I noticed the mistake almost immediately and contacted the merchant within approximately 40 minutes of the purchase requesting cancellation and a refund. The reservation was also accidentally scheduled for XX/XX/year> rather than the same day. This means the cancellation request occurred seven days before the scheduled visit date. The merchant responded on XX/XX/year> confirming that the reservation could be refunded subject to a 10 % administrative fee and that the refund process could take approximately 30 business days. The merchants written cancellation policy states : Reservations canceled more than two ( 2 ) days before the arrival date are subject to a 10 % charge for administration fee ; from 2 ( two ) to XXXX XXXX XXXX XXXX calendar days before the arrival date, or in case of no-arrival, they will be non-refundable. Because the reservation date was XX/XX/XXXX and the cancellation request was made on XX/XX/XXXX, the request occurred seven days before the arrival date. Under the merchants policy this qualifies for a refund subject only to the 10 % administrative fee. In addition, the scenic viewpoint attraction that I was attempting to visit was closed for maintenance at the time, meaning the primary attraction I intended to purchase access to was not even available. I disputed the charge with U.S. Bank and provided documentation including the merchants written cancellation policy, the purchase receipt, and the merchants email confirming that the reservation qualified for a refund subject to a 10 % administrative fee. Despite this documentation, U.S. Bank denied the dispute stating that the transaction was non-refundable according to the merchants terms. This determination contradicts the merchants own cancellation policy and the merchants written confirmation that the reservation qualified for a refund subject to the administrative fee. It appears that the banks dispute investigation misinterpreted the merchants cancellation policy and therefore relied on incorrect information when denying the dispute. I am requesting that the handling of this dispute investigation be reviewed because the determination appears to have been based on an incorrect interpretation of the merchants written policy and the documentation that was provided.

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