Consumer complaint received 2022-11-13
Company: U.S. BANCORP
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2022, multiple fraudulent charges were made on my XXXX XXXX XXXX account charged to my XXXX XXXX XXXX XXXX credit card, which is managed by Elan Financial Services. Elan contacted me and I identified the charges as fraudulent. All but XXXX of the charges were reversed before posting to my statement, but XXXX {$74.00} charge was posted and Elan gave me a {$74.00} provisional credit. 

Almost XXXX months later, I received a letter telling me they are revoking the {$74.00} provisional credit and closing the claim case, as their investigation concluded it must have been me who made the purchase. I contacted Elan cardmember services, and was told no one could have made that purchase without physically having my card ( then why did the other XXXX charges get reversed, wouldn't those have been supposedly legitimate too? ). They also said I had received value for the purchase ( the digital copy of the videogame in question ) so they must charge me. 

In early XXXX, I then contacted XXXX to inquire about this. They verified that my account had been compromised, and that the fraudulently purchased digital videogame has been removed from my account. They also said that the purchase could have been made with a saved card on my XXXX account, no need to have the card in hand. 

In early XXXX, I informed Elan cardmember services ( fraud department ) of all this. In light of this information, and more information that was already in the case file and had been overlooked by the investigators ( I was told the purchase originated from a foreign IP address, and was made under an email address that clearly didn't belong to me ), the representative requested a re-opening of the claim, and said I would be called back by the investigators. I was never called back. 

XXXX : I contacted Elan cardmember services ( fraud department ) again. I was promised a call back from the investigators again, which I never received. 

XXXX : I contacted Elan cardmember services ( fraud department ) a XXXX time, and verified they had the right phone number for me. I was again promised a call back from the investigators, and never received it. 

XXXX : I contacted Elan a XXXX time, demanded to speak to the investigators about my case now, since the call back was not happening. I was informed that was impossible, as the cardmember services supervisor did not have a phone number for the investigators, and the only thing they could do is request that they call me back. I once again did not receive a call. 

I have not taken any action since then, as I wasn't sure who to contact until now. It was clear that contacting Elan again was a fruitless effort. That is why I decided to file this complaint once I was made aware of this process. 

Elan has failed to remedy my issue and return my money, even when there is more than sufficient evidence to suggest the charge was fraudulent, as believed from the very beginning. I have spent likely a dozen hours over a span of 4 months trying to make them resolve a very simple issue that other credit card companies handle in a way that is painless for the customer, and it still remains unresolved. 

-I have attached screenshots of my conversation with a XXXX representative.

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