Consumer complaint received 2026-05-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: U.S. BANCORP
State: CA

Complaint narrative:
On XXXX XXXX, 2026, {$1900.00} in unauthorized purchases were made through my compromised XXXX account using my stored credit card information. I noticed the unauthorized activity and contacted XXXX on XXXX XXXX, 2026 to report the fraud and attempt to cancel the order before shipment. On XXXX XXXX, 2026, I also contacted XXXX to report the unauthorized transaction and had my credit card locked due to the suspected fraud. During the report process, my XXXX account went through security and reset procedures due to the unauthorized activity. I spoke with an XXXX representative named XXXX regarding the fraud report and cancellation attempts. XXXX XXXX call reference number : XXXX. Despite my immediate fraud report and cancellation attempt, the seller was still allowed to ship the item on XX/XX/XXXX. I have screenshot evidence showing that I attempted to cancel the order before shipment occurred. I never received or authorized receipt of the item associated with this transaction. The tracking information later provided stated the package was left at front desk and received by XXXX. XXXX is not my name, and I live in a single-family home that does not have a front desk. This delivery information does not match my residence or identity. A provisional credit was initially issued. But on XX/XX/XXXX, a month later, the credit was reversed after XXXX stated the transaction matched my regular activity and relied on shipment tracking information despite my prior fraud report and cancellation attempt. I was never contacted by a XXXX credit card investigator requesting additional information, documentation, screenshots, or supporting evidence before the determination was made. The dispute was simply denied after approximately XXXX month, during which I believed the matter was still being fairly investigated. I attempted to explain multiple times that my account had been compromised and that I reported the fraud before shipment occurred. I also explained that the delivery information did not match my residence or identity. During later phone calls with a XXXX representative named XXXX, I was repeatedly instructed to obtain a letter from XXXX confirming the fraud. However, XXXX representatives informed me they do not provide customers with such letters. I explained this multiple times and informed XXXX that I had already attempted repeatedly to obtain any documentation available from XXXX. Relevant XXXX call reference numbers include : - 1-XXXX - XXXX Despite this, XXXX continued insisting that XXXX provide a letter from XXXX and stated that the investigators would not review the matter again and that the determination was final. I was not provided a meaningful opportunity to submit supporting evidence or documentation before being told the matter would no longer be reconsidered. I left the interaction feeling dismissed and treated as though I was attempting to make a false claim rather than report a legitimate unauthorized transaction. I am concerned the investigation was not handled fairly or thoroughly and that relevant evidence, including my XXXX XXXX, 2026 fraud report, cancellation attempts, account security actions, and supporting screenshots, was not properly considered. I am requesting a formal reconsideration of the unauthorized transaction investigation and review of all fraud and account security records associated with my report.

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