Consumer complaint received 2026-06-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: U.S. BANCORP
State: NV

Complaint narrative:
Back in XXXX, on the XXXX, I took a ride home with XXXX and the ride put me in physical danger. I had to contact XXXX safety during the ride and then the ride had to be stopped so I could get out of the vehicle and I had to walk the rest of the way to my destination. The XXXX safety agent I was connected to and spoke with was aware of the entire situation and then sent me links to both file a formal complaint on the driver and to also receive a refund on the ride since it wasnt completed, and I had to walk the rest of the way to my destination. XXXX support ended up fighting against this and did not want to give me the refund of {$21.00}, they acted like I had no contact with XXXX and like they had no idea what I was talking about. They gave me copy and pasted scripted answers and they were not listening to me at all and they were not looking at the evidence I was providing with screenshots. I actually had to call US bank and dispute the charge. They said pending investigation I would get the money back but first they would provide a provisional credit. I got a credit in my checking account for {$21.00} but then all of a sudden my XXXX app threatens that its going to block me and not allow me to use it until I pay the outstanding balance of {$21.00}. So it obviously wasnt a provisional credit the bank gave me, because if it was, how would XXXX have known about it and why would they be asking me to pay it back. No, the money mustve came from XXXX and my bank got it back for me. XXXX was still fighting with me on it, so I filed a complaint to the XXXX XXXX XXXX on XXXX on XX/XX/XXXX. Someone named XXXX from priority XXXX support called me while I was at work so I couldnt answer, his voicemail let me know in 3 to 5 business days they would take care of the issue. He gave no other details and he didnt call me back when I tried to reach back out to him. Finally, out of desperation I went to XXXX support on XXXX ( XXXX ) and made an account on there just to talk to somebody and hopefully get a hold of someone who was normal and a real person. I did, and after explaining everything for the XXXX time, and providing all the screenshots that I had been providing since the beginning of this whole mess, the person on XXXX helped me and adjusted the price of the ride to {$0.00} in the app. That was the only action they took, XXXX did not credit any money back to my account. Then, I received a letter from US Bank around XX/XX/XXXX, stating that their investigation had concluded and that they were informed I had taken the ride for the full amount and they were rescinding the refund. I had no knowledge of what this investigation entailed or how U.S. Bank came to the conclusion that I did take the ride for {$21.00} when I have a mountain of evidence in conversations going back-and-forth with XXXX which finally culminated in them agreeing that they made a mistake and they werent actually looking at what happened on that ride so it was wrong of them to not agree to refund me and they did adjust the price of the ride to XXXX dollars in the app. So I reached out to XXXX to ask them what they told the bank to get them to take the money away from me and XXXX pointed the finger at the bank and said they had no idea why the bank did that, and that if I was to get the money back, Id have to speak to the bank because it was on them. So I called U.S. Bank, and I let them know that I was very upset that whatever investigation they apparently did was wrong and needed to be reopened. I let them know I had the proof for the conversation with XXXX support proving that they finally looked into the safety issue that occurred on that ride on XX/XX/XXXX and they were very sorry I had been put through all this, and I had the proof of the ride receipt in my app no longer saying it was {$21.00}, but instead rightfully lists the ride price as {$0.00}. U.S. Bank didnt really have much to say, they basically told me they put notes on my file and they tried to reach out to the caseworker of the investigation, but apparently they werent there because I called too late and theyre on eastern time zone. So they said they would be trying to reach back out to me with a phone call, and then the person on the phone said they would even possibly reach out to me via email so I could provide all this evidence that I have. That never happened. So I called again, and again, and again. Ive called a total of about 4 times, once on XX/XX/XXXX, again on XX/XX/XXXX, then again on XXXX, and finally the last time on XX/XX/XXXX. each time Ive called, the person I talked to on the phone with U.S. Bank gives me the same answer- oh well the people who handle dispute investigations arent in the office right now and theres nothing we could really do, but XXXX add notes to your file and they should be following up with you soon. Im getting really upset and frustrated, this is their fault to begin with, what kind of investigation could they have possibly conducted when the evidence is in black-and-white right there on my app and the ride history plus all the conversations I ended up having with XXXX support. I dont know why they wrongfully took the refund away from me, but I want my {$21.00} back since I have given U.S. Bank more than enough chances to do the right thing and work with me, yet theyre refusing to do so. Ive had no choice, but to file a complaint with you and I will be filing a complaint on them with the XXXX XXXX XXXX as well. I will also be filing a second complaint to the XXXX on XXXX since they obviously lied and or provided falsified information to the bank telling them that I took the ride for {$21.00} when they know very well that I didnt. The only help I received from U.S. Bank was when I called on XX/XX/XXXX, I was connected to an agent named XXXX, and I could tell that she was already annoyed when I explained everything to her and she didnt wan na deal with me, so all she did was tell me that she was re-filing the dispute under a new claim number so when I called on XX/XX/XXXX and XXXX, I brought that up both times and both times Ive been told that they see that the claim has been filed, but nothings being done with it. Please, XXXX pleading with you to help me make U.S. Bank understand that this is something that they couldve easily fixed weeks ago, but theyre just ignoring me on purpose and now XXXX considering possibly even getting a lawyer if this doesnt get solved soon. My claim number for the dispute that XXXX refiled for me is XXXX. U.S. Bank makes a person do everything over the phone and will not allow you to contact them via chat or email, so I have no screenshots of conversations with them. I can only provide you with the dates that I called and with the names of agents if you do end up needing them. What I can provide you with is the screenshots of the receipts both before and after the adjustment was made for it to be {$0.00} and Ill share some screenshots of the XXXX with XXXX support on XXXX to prove I did have to fight for this refund and it was finally agreed to by XXXX that I did deserve the refund. I also will provide screenshots of my call log with the number for U.S. Bank circled so you can see I really did call them on all those dates. Will also include screenshots of my conversation with two uber agents when I received the letter from us bank saying they took my refund away due to their investigation findings and I reached out to uber to find out what happened. You will see that uber was extremely unwilling to help and they point the finger at my bank. XXXX was definitely dishonest as Id like to believe the bank did their part honestly and talked to uber, leading me to believe XXXX lied to the bank. However the bank was the one responsible to perform a thorough and proper investigation, something they obviously did NOT do since they wrongfully took the {$21.00} away from me because they just believed whatever XXXX told them instead of actually doing their job and properly investigating. I also included screenshots of the webpage of my initial XXXX complaint I had to file on XXXX last month.

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