Consumer complaint received 2026-01-11 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: OR

Complaint narrative:
On XXXX there was a charge on my visa signature card for the amount of {$1700.00} to the merchant XXXX XXXX. Not recognizing the charge or what it may be from or for, I disputed it. 
Unfortunately, as I have tried to explain many times through the process, The online dispute forms were not providing an option that pertains to my situation. The question tree that followed in the process did not allow for the option of I don't recognize this charge, I recognize the merchant name, but was not the one to place the order, additionally although I tired I can not provide or obtain any further details on the order, merchandise, or service due to the merchants responsibility to protect the privacy of the customer, debtor, purchaser, etc. 
I initiated my dispute immediately. I received a response requesting further details on XXXX Although I answered all the questions provided, again, these questions were not relevant to the situation I was disputing. As they were asking about the merchandise or service that was either provided or not provided. I don't know how I would know that information if I was not the person involved in the transaction. Because of that, I really can't tell you anything about the merchandise or service that was purchased, expected or even what it was or when it was to be received, where. 
My first denial claimed that there was insufficient information to validate my request. Although I answered every question, my explanation in the form should have given an indication that my dispute was not relative to the merchandise but the purchase altogether. 
I gathered more information that I could and added it to the case. None of my letters provided any options or directions on an appeals process. But returning or rejecting a decision in writing, requesting it be rereviewed What I did should have been considered an appeal. 
I even mentioned in the documents that I felt like no one was even reading what I sent in, and just sending me automated response letters without giving any consideration to the case, let alone any bit of due diligence. 
My second denial said unable to assist due to 60 days having lapsed, which was while I was painting for a response. Although the Visa terms stated in the letter Pertains specifically to initiate a dispute, and not continuing or appealing the results of one. 
I tried again in XXXX and/or XXXX, with even more details and questions regarding the charge and what documentation am I supposed to have to provide for a charge I knew nothing about, and had nothing to do with. I never received an answer to these questions. 
I never received any kind of details on the charge, or what was used in determining the outcome of the dispute. 
I disputed the accuracy of the balance with the credit bureaus, missed a call, and received a letter wanting to look over the disputed charge but need more details to locate the charge. 
My response Provided the dates, timelines, responses, and every detail I have availability to, that pertained to the matter. 
I was not provided any detailed balance, account information, transaction information, validity of the charge, or any documentation besides a response : We see you have sent in additional documentation and detail on the matter, but we are unfortunately unable to assist you as we are passed the dispute window Having attempted 3+ times so far, just to be unheard in the regards to the charge, and feel like no one even saw the information I sent in, Since the last response The dispute has been closed as resolved and I am no longer able to upload any further documents to advocate my case, or request this be rereviewed or any contact information besides a phone number and address. This is why I sent the fax. 
Having made it clear that I was disputing the charge and therefore the full balance. I don't know what is expected to be able to provide or prove that I didn't receive anything that I didn't order, but my card was charged for it. In this situation, shouldn't the burden of proof be on the merchant? I asked that in the letter, but I never got a response. 
Since the transaction was initiated well within the time frame, I believe that the failure to close the dispute before 90 days, does not outweigh my rights to have it resolved appropriately.. Closing and or resolving a dispute just to complete it within a time frame does not substitute for providing a fair and workable solution to the dispute. 
There was a 4 month period that I was awaiting a response, to be told that we were unable to locate the charge you were referring to. 
too much time had passed. Additionally, If the detailed letters I have sent in were paid attention to, The last couple were clear indications that I was continuing to dispute this charge, and if we are not able to address it mutually between the bank and myself, the dispute should have been referred to Visa. To handle it however they do that. But I do recall the time period is longer, and there were unnecessary delays that could have been considered with exceptions..

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