Consumer complaint received 2023-02-05
Company: U.S. BANCORP
State: OH
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: Card was charged for something you did not purchase with the card

Complaint:
I ordered a canner / pressure-cooker from " XXXX XXXX '' at XXXXXXXX on XX/XX/XXXX for {$510.00} total because it had a nice website and looked legit. They said online checkout wasn't working in their " chat help '' and said they would call me to take the order - would then send the invoice to my email and I would pay be XXXX  using credit card. I was told the sooner I paid, the order would clear for delivery within 24 hours and I would receive tracking details. I was in a hurry for XXXX so paid quickly by invoice with credit card branded by XXXX XXXX but issued by Elan Financial Services. By early XXXX I hadn't heard anything and was worried - " XXXX XXXX '' wasn't answering the phone number I had originally made contact with them by ( XXXX ) and wouldn't provide shipping details. I looked into them on internet and saw reviews saying they are a scam. I called " XXXX XXXX '' and left a voicemail to cancel the transaction. 
I saw they had billed my credit card so I called Elan Financial Services cardmember services on XX/XX/XXXX and informed them. They said charge would be reversed and they would " investigate. '' They took down the information I provided them regarding the lack of shipping details and correspondence from XXXX XXXX. The initial charge on my credit card was reversed. However, on XX/XX/XXXX I saw XXXX had recharged me for the initial charge ( {$510.00} ) and there were 2 more identical charges each of {$510.00} - so now there was {$1500.00} worth of charges for this on my credit card. I called Elan Financial Services Cardmember Services - spoke with representative who again took all of the information down that I told him about the case and evidence of fraud. He said " the case is closed because it has been 30 days, '' that they had finished their investigation and went ahead and re-charged me for the initial charge and the 2 additional charges. I protested and he said he would request the " case be reopened '' so they could investigate further. The representative said Elan Financial Services had sent a paper form in the mail for me to fill out in the case. I informed him I had not received the form he said they sent. He advised me to get a new credit card number / card. The representative then attempted to contact the " XXXX XXXX '' merchant at the number he had for them ( XXXX ) and they did not answer. He also agreed this seemed like a scam. I called that number as well and left a voicemail again to cancel the transaction. 
By XX/XX/XXXX I saw the charges remained on my account. I called Elan Financial cardmember services. They informed me again that the case was " closed '' but they would put in a request for the case to be " re-opened. '' I requested a call-back by the " case specialist '' who was supposed to be " investigating. '' They said the case specialist would call me back within " 24-48 hours. '' I called Elan back on XX/XX/XXXX after waiting over 48 hours without callback. They said there was no request for a callback or for the case to be reopened. I asked to speak with the case specialist 's supervisor- they said they would have the case specialist 's supervisor call me back within 2 business days. At the last minute, 2 business days later ( XX/XX/XXXX ) my phone got a call from an North Dakota area code ( XXXX ). I answered the phone and repeatedly said " hello '' - no one answered but the line didn't hang up. I repeatedly said I couldn't hear anything and to call back. After about XXXX seconds the line hung up. No voicemail was left. After several minutes I called the number- it said " this is a caller identification # for office that houses US Bank and Elan Financial Services. You can't reach a person at this # - refer to a voicemail for a valid callback #. '' However, they hadn't left a voicemail. I then called Elan Cardmember Services and told them what happened. They said the " case processor '' had questions but said I didn't answer the phone. The cardmember representative then asked me the two questions which I answered ( 1. were charges supposed to be recurring, and 2. do you still want to cancel the transaction. ) I let her know they were not recurring and of course I want the transaction cancelled and had tried to do so repeatedly. I then asked for a transcript of our conversation- she said they couldn't give me a transcript or " release that information to me. '' She also didn't have a reason for why the " case processor '' hadn't left a voicemail to speak with me or call back again if they were having difficulty.

Now, I have received mail from Elan Financial Services with a letter dated XX/XX/XXXX and post-marked XX/XX/XXXX that has enclosed forms they want me to fill out that are back-dated XX/XX/XXXX and XX/XX/XXXX instead of properly dated as to when they sent them to me. In the meantime, I sent a certified letter by USPS to Elan Financial Services dated XX/XX/XXXX and post-marked on XX/XX/XXXX and delivered XX/XX/XXXX that disputes the charges and provided the original order email received and invoice from Delight Furniture. 

This is the worst kind of treatment by a credit card company towards those who are supposed to be their " customers. '' Instead, at every turn, Elan Financial Services has gone out of their way to make this process difficult for the consumer. They have done very little to " investigate '' the dispute. They have put a great burden on the consumer to communicate with them and will not provide transcripts or records to the consumer to help them in the process. Elan Financial Services appears to have a vested interest in not letting the consumer know what they are, ( or are not ) doing to " investigate '' or to allow them access to information they need to move the process forward.

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