Consumer complaint received 2025-10-27 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: TX

Complaint narrative:
Hi, this is for US Bank dispute case ID : # XXXX. I have uploaded documents to the US Bank website on XX/XX/year>. I received an email from XXXX XXXX on XX/XX/year> with the uploaded document titled, XX/XX/XXXX EMAIL FROM XXXX  XXXX. '' The email said that they would refund me {$730.00} XXXX, which converted to USD was {$520.00} that I received back to my credit card on XX/XX/year>. 
I did NOT receive the full {$690.00} that they overcharged me. I only was refunded {$520.00}. I am now overcharged {$160.00} USD and I am disputing that. XXXX XXXX claimed that the towing fee of {$150.00} CAD plus applicable taxes will remain on your reservation, as this charge relates to the towing and abandonment of the vehicle, which incurred additional operational expenses. 

I want my the remainder of the {$160.00} to be disputed. I would like to get this refunded as I was scammed by the XXXX franchise who kept changing their story on why I was charged this amount. XXXX XXXX XXXX claimed that I left all the car lights on which caused the battery to die which is not true. ( They gave me a car that was filthy and not maintained ). Second, they changed their story saying the charge was a " towing fee of {$150.00} XXXX  plus applicable taxes. '' The people that work at this franchise are not being truthful and kept changing their story on why I was being charged. 

I disputed this charge with them on XXXX XXXX, 2025 when I spoke to the supervisor named XXXX who worked the XXXX customer service XXXX at ( XXXX ) XXXX. I also explained to them that the car battery died due to the battery being almost dead. I did NOT leave any lights on inside or outside of the car, nor did I leave any XXXX on. The car battery died XXXX hour before I was to leave to the airport. I received a defective car due to NO FAULT of my own. I did NOT abandon the car. I called and documented and let the XXXX XXXX XXXX know where the car was BEFORE the car was due back. I could not return the car since the battery was dead. The car battery was already defective and XXXX when they issued me the car which was also filthy and not cleaned at all. I did NOT abandon the car. I notified XXXX  on the phone twice when I got to the XXXX before the car was due to be returned, and the hotel XXXX notified them and my key was left with the manager for them to pick up the car that would not start. I sent an email to XXXX customer service on XXXX XXXX, 2025 explaining this. Please see the attached document titled, XX/XX/XXXX XXXX Mail - [ XXXX ] XXXX XXXX XXXX. I am currently disputing the remainder charges of {$160.00} since XXXX has refunded the {$520.00} on XX/XX/year>. I have since called them multiple times in XXXX speaking to at least XXXX different people who could only take messages for the dispute department. 

I disputed the amount of {$690.00}. I was only refunded {$520.00} because I kept complaining to XXXX. That left me with a balance of {$160.00}. I called US Bank spending hours talking to different people who could only request a call back from the dispute department. This entire time I uploaded all my correspondence to US Bank. I am NOT happy with how the case was handled and I was told different information from different people at US Bank. XXXX rep told me on XXXX XXXX, that my case was " ongoing '' and " in process '' On XXXX XXXX, 2025 I spoke to a supervisor named XXXX who told me she filed a dispute for the {$160.00} which was the remainder of the balance that XXXX owed me. I asked for someone who is the case manager or case supervisor to call me back even though I called and asked for a CASE supervisor or CASE manager on XXXX XXXX and XXXX XXXX. She said they would in XXXX hours. They never did. I called back on XXXX, 2025 and spoke to a person named XXXX who against my wishes transferred me to XXXX XXXX XXXX for XXXX XXXX who told me the case was ongoing. I wanted to make sure that a CASE XXXX or CASE supervisor contacted me so I could dispute the remaining {$160.00}. I waited for a call back and XXXX called me. On XXXX XXXX, 2025 they CLOSED my case and did not put in the dispute for {$160.00}. XXXX  already refunded me {$520.00} due to MY OWN diligence and US Bank did nothing to help me. I put in a request on XXXX XXXX, 2025 and uploaded all the documents for US Bank to dispute the remainder and they never disputed the remainder of {$160.00}. Each rep has given me a different answer saying that my case is open and in progress when it was really closed. They caused so much frustration and nobody is consistent with their answer. I also requested that they do not call me between XXXX am to XXXX am as I have doctor appointments with the VA and they have called during those hours on purpose causing me to miss their calls. They won't dispute my {$160.00} unless I speak to someone from the dispute department working on my case. They closed my case instead ( I logged on XXXX XXXX, 2025 and my dispute was closed on the US Bank website ) when I have called them back at least XXXX times in the course of XXXX weeks. They won't re-open my dispute and US bank told me I can't file another dispute with XXXX. I want my dispute to be re-opened and the remaining {$160.00} disputed as it was part of the total of {$690.00} that I disputed.

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