Consumer complaint received 2026-04-15 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: CO

Complaint narrative:
I am filing a complaint regarding U.S. Banks handling of fraudulent charges on my credit card account and their failure to properly investigate, communicate, and resolve the issue. XXXX unauthorized transactions were posted to my account from XXXX XXXX XXXX XXXX XXXX in the amounts of {$860.00} and {$740.00}. These charges were reported as fraud within the appropriate timeframe. Notably, there is a separate fraud transaction reported during the same period that U.S. Bank acknowledged and processed as legitimate fraud, which further supports that my account was compromised at that time. Despite this, U.S. Bank reversed the provisional credit for these XXXX charges and is now attempting to hold me financially responsible. I immediately contacted U.S. Bank after the charges were reinstated and was explicitly told that the case would be reopened for further investigation. However, the case was never reopened, I received no follow-up communication, and no explanation or documentation was provided regarding the denial. Additionally, I have now been charged both interest fees and late fees related to these disputed transactions, which is unacceptable given that this matter is under active dispute and has been mishandled by the bank. During a prior billing cycle on the same account, U.S. Bank also incorrectly assessed interest charges that were the result of their own error and had to be reversed after I identified the issue. This reflects a pattern of inaccurate billing and improper account handling. During my most recent call, a U.S. Bank representative acknowledged that the email address associated with the tickets tied to these transactions was incorrect and not mine. This is critical evidence that I did not authorize or receive the benefit of these purchases. I also explicitly requested transcripts or records of my prior communications with U.S. Bank to verify what I was told regarding reopening the case. U.S. Bank failed to provide these records, further limiting my ability to validate their handling of this dispute and raising concerns about transparency and accountability. U.S. Bank has failed in the following ways : - Failure to conduct a reasonable investigation into fraudulent activity - Failure to follow through on reopening a dispute as promised - Failure to provide requested documentation and communication records- Failure to provide proper communication or written explanation - Improperly assessing fees on disputed charges - Prior improper assessment of interest charges due to bank error - Ignoring clear indicators of fraud ( including mismatched email information ) Resolution Requested : - Immediate removal of both fraudulent charges ( {$860.00} and {$740.00} ) - Reversal of all related interest and late fees - Reversal of any improperly assessed interest charges on this account - Written confirmation that the charges are resolved as fraud - A full explanation of how this claim was initially denied despite conflicting evidence - Copies of all communication records and investigation documentation related to this case This situation has caused financial harm through improperly assessed fees and reflects a failure to meet obligations under fair credit billing practices. I am requesting a prompt and thorough review of this matter. Sincerely, XXXX XXXX

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