MyUS.com / Access USA Shipping review: Payment error on app, but money deducted from card

On Friday, June 13, 2026, I placed a ship request for 4 items held in my MyUS suite using the official MyUS mobile app. When I proceeded to checkout and attempted to pay, the app did not prompt me to enter my card's 3-digit CVV/security code — which is abnormal behavior. Instead, it displayed a payment error popup, indicating the transaction had failed.

However, despite this error message, $141 USD was successfully deducted from my credit card (454924 ***** 8670). The ship request, on the other hand, was never created or processed — my items remain sitting in my suite as if no action was ever taken. The app and website both show no active shipping request associated with my account.

After contacting MyUS customer support, I received the following response from an agent named Lavanya:

"After reviewing your account, we were unable to locate any active shipping requests associated with it. If an amount has been deducted from your account, please provide the first six digits and the last four digits of the card that was charged."

I promptly provided the requested card information and explained clearly that the error occurred because the app never asked for the CVV, suggesting the payment went through despite the error. I also made it clear that I need my packages shipped urgently.

- I have received no follow-up, no timeline, and no meaningful action from the support team.

This situation represents multiple failures on MyUS's part:

1. **Technical fault in the app:** The payment was processed without requesting CVV verification, and displayed a false error — a serious bug that should not exist in a payment system handling international transactions.

2. **Money taken with no service rendered:** $141 was charged but no shipping was initiated. This is effectively being billed for a service that was never provided.

3. **Failure to act despite clear evidence:** I provided all the information requested. MyUS has had five days to either process the shipment or issue a refund, and has done neither.

4. **Poor and slow support:** The support team asked for card details and then went silent. There has been no proactive follow-up, no escalation, and no resolution — only generic acknowledgment emails.

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