Consumer complaint received 2023-11-15
Company: U.S. BANCORP
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
My complaint is against Elan Financial Services, who provides customer service for my credit card XXXX XXXX XXXX XXXX XXXX. {$4200.00} is lost in the XXXX system and hasn't been located/tracked down. 
My initial contact was a phone call on XX/XX/XXXX. I spoke to a representative in customer service to request a credit balance refund of {$4200.00}. The representative submitted my request and advised me that standard processing time was 15 days. I was to expect a paper check in the mail. 
I received a letter from XXXX XXXX dated XX/XX/XXXX. It states " Thank you for contacting XXXX XXXX with your credit balance inquiry. The requested credit balance refund of {$4200.00} has been issued electronically to the account from which the most recent payment ( XXXX ) were withdrawn. '' I also received the XX/XX/XXXX statement that shows I have a credit balance of {$4200.00}. There is a note in small print on page XXXX " Your account has a credit balance ... If you would like a check mailed to you in the amount of the credit balance, simply call us and speak to a representative. '' With these documents in hand, I made second contact as a phone call on XX/XX/XXXX. I spoke to a representative who explained that probably more time was needed for the XXXX transfer to settle and clear. I complained that I was told that I would get a check in the mail, not an XXXX  transfer. XXXX, they told me to contact my banks and inquire where the refund was. Yet they couldn't tell me what bank institution they sent the money to. That is terrible customer service, not a resolution, by rejecting responsibility and blaming the banks. 
I made third contact as a phone call on XX/XX/XXXX. I spoke to a representative who again couldn't tell me what bank they sent the money to. Frustrated, I escalated the call and spoke to a XXXX XXXX. I told XXXX that I contacted each bank I use and they don't see and haven't received {$4200.00}. Each bank can't do anything without a tracking number. Elan Financial Services has me going in circles for no reason. XXXX submitted a request for a long tracer number for the {$4200.00}. XXXX said look for a letter in USPS mail from XXXX XXXX on envelope in XXXX days. The long tracer number can be used to track down the XXXX transaction. No letter came in the XXXX postal mail. No resolution was reached. 
I made more contact to the company as phone calls on XX/XX/XXXX and XX/XX/XXXX. I spoke to representatives who weren't helpful in this matter at all. I haven't received a letter from XXXX XXXX in the USPS postal mail. Each one reads the notes on the account and say an inquiry has been made for the long tracer number. I repeat that I have contacted each bank I use and they need a long tracer number to find {$4200.00}. On the phone call on XX/XX/XXXX, I spoke to XXXX XXXX who said the inquiry is noted to expire on XX/XX/XXXX for the long tracer number and they should have it then. I tell the Supervisor that I haven't received a letter from XXXX XXXX in the USPS postal mail. No resolution was reached.

My last contact to the company was a phone call made today, XX/XX/XXXX. I spoke to a representative who again reads the notes on my account and tells me the worse news. The inquiry for long tracer number has been reopened because they can't find it. I explain that I am highly frustrated with their terrible service and escalating this matter with the government, Consumer Financial Protection Bureau. It is unacceptable that Elan Financial Services held the money, disbursed it into the XXXX system and now its lost in the system. They don't accept responsibility for an error made. XXXX  system was created to be more reliable than mailing a paper check in the mail. Elan Financial Services needs to step up and know exactly where money is at times, track it down, and most importantly, how to deal with it if it gets lost.

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