I called the US Bank [protected] on September 15, 2021 at around 11:10am to contact them about an issue with my account. I dealt with one of the rudest people I have ever encountered through US Bank.
Basically, I was charged twice at a hotel I stayed at. I called my bank yesterday and the lady I spoke with was very kind and helpful. She checked and confirmed the hotel had attempted to reverse the extra charge, but it hadn't gone through because it wasn't done correctly on the hotel's end. So I told the hotel front desk this. They contacted the owner and after about an hour, I was instructed to call my bank again for an update. I did just that. The second lady I spoke with was just as nice and helpful as the first one. She was able to confirm that they had indeed did the reversal and it appeared to go through. She said I'd likely see the money post the next day.
I checked out of my hotel September 15, 2021 and still hadn't seen any money go back into my account. I called US Bank again to see if they had any info about this.
I spoke with a man named Maxium and to say he was rude and unhelpful is an understatement. He did NOTHING to assist me whatsoever. In fact, he made it seem like I was calling him for absolutely no reason.
When I explained to him that I had been double charged by someone, he just replied that was the merchant's issue, not the bank's. I said they were supposed to have done a reversal for the extra charge, but it hadn't came through yet so I was requesting an update. He asked if I had talked to the merchant. I said I had. I explained I asked about it and they said they issued the refund. He said again he couldn't do anything or check on anything. I said I had called my bank yesterday and was informed I could expect to see my refund by today and was just concerned that I hadn't got it. I told him which charge it was - it was a double charge showing up twice from a hotel I recently stayed at and there should only be one charge. He said he didn't know why I was giving him this information and asked if that would change anything.
How unprofessional and rude. I let him know his attitude was NOT appreciated at all and hung up. He never once offered to check on the refund status or to confirm that they had done the reversal properly. He just acted annoyed that I called and bothered him with an issue that simply wasn't on his agenda to address. He just told me that whenever the merchant released the funds, they'd be in my account. He said the bank doesn't control how different merchants work, so he can't do anything. Then how did the other 2 ladies I spoke with have NO issue CHECKING on the situation to confirm things?
My family is loyal US Bank customers. I haven't had issues until now. Usually, everyone I deal with from US Bank is friendly. All the tellers at my local branch are absolutely wonderful! You always get quick, friendly service in there. I have needed to call the main branch/800 number a few times and I've always had my issue or concern resolved. Today was far different. DISAPPOINTED!