Consumer complaint received 2019-08-22
Company: U.S. BANCORP
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
My credit unions credit card provider merged vendors in XX/XX/XXXX. As a result all of the credit unions grandfathered XXXX cardholders would be issued a new credit card from ELAN FINANCIAL. 

I had been a loyal XXXX cardmember since XXXX. My account remained in good standing over the years as I utilized both their electronic statement notices as well as their automatic payments. 

On XX/XX/XXXX I noticed my XXXX auto-pay had not posted my checking account. Since it usually does on the XXXX, I called XXXX concerned. They cold transferred me to ELAN FINANCIAL and it was then I was informed by an ELAN rep of the merger. ELAN informed me my old XXXX card was closed in XX/XX/XXXX. My online account access, electronic statements and any associated auto-pay ceased as well. Not once did ELAN send me notice, either written or electronic, prior to the closure and opening of my XXXX and ELAN cards, respectfully. 

After speaking to credit union to verify this merger wasnt a scam, I called ELAN back on ( XX/XX/XXXX ) and asked to set up my online account, make a payment and create a new auto-pay. XXXX Rep said I couldnt do that until I received my new card. Thats when I discovered the credit union had given ELAN an old address and the card sent 30 days before was likely lost. ELAN issued a new one to my correct address. Since I didnt feel comfortable giving out my banking info to someone over the phone, I decided to wait to receive the new card ( in 5-7 business days ) and pay it online then. 

XX/XX/XXXX -23 days later, no replacement card ( ending in XXXX ). I called ELAN and paid more than what normally would have been my monthly minimum due to avoid being reported late. I also requested another replacement card to be overnighted. The card was never ordered by the ELAN rep on XX/XX/XXXX. 

XX/XX/XXXX I received a credit monitoring notice ELAN had reported me 30 days past due. I called ELAN and had a long conversation with a supervisor explaining everything that had occurred. All of which started as a result of ELANs failure to provide any notice of the merger to begin with. The company caused even further damage by not communicating to card members ( prior to their 1st due date under ELAN ) that both  their electronic statement notifications and autopay arrangements had been cancelled. Even an email notice that either service had ceased wouldve given some a chance to rectify it. 

The supervisor took my XX/XX/XXXXminimum due on XX/XX/XXXX and removed my late fee.She also ordered a third replacement card as I never received the first two ( third card ending in XXXX ). She also agreed I shouldnt be held responsible for the 30 day delinquency reported on my credit report. Especially since I reached out to ELAN ten days after my first missed payment and have proactively been trying to resolve this matter. ELAN couldve avoided all of this by providing proper notice to its card members. ELAN has received numerous complaints for their lack of sufficient notice to card members and the cancelling of autopays resulting in many credit report delinquencies against members who dont have a history of being late.

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 non-monetary relief