Consumer complaint received 2016-07-26
Company: U.S. BANCORP
State: TX
Product: Credit card
Issue: Identity theft / Fraud / Embezzlement

Complaint:
This case concerns a Fidelity-branded XXXX XXXX credit card that was overseen by XXXX XXXX XXXX, and the heart of my complaint is with them. However, the card has just been converted into a Fidelity Visa overseen by Elan Financial Services, who I am currently assigned to. 

On XXXX XXXX, XXXX 's fraud department called me to inform me of several unusual recent charges on my card, XXXX charges from XXXX XXXX, and XXXX from XXXX XXXX. As I did not authorize or recognize these charges, I flagged them as fraudulent, and XXXX removed the charges and issued me a replacement card. 

On XXXX XXXX, XXXX re-added the XXXX XXXX XXXX charges to my statement. ( But the XXXX XXXX charge was not re-added ). I called XXXX to ask about them, and XXXX advised that their claims department had overturned the dispute, saying that I did, in fact, make these purchases and benefited from them. In order to understand XXXX 's decision, I asked for access to relevant documentation used in the claim and/or the ability to talk with an authorized claims handler. Both were denied, and I was told that I would be contacted by another agent in several days. 

XXXX never followed up on my call with any correspondence. I called back on XXXX XXXX, and again on XXXX XXXX, with identical results, and lots of unhelpful call transfers back and forth between fraud or claims departments who advised that they were not in a position to help me. In one case, I was told that the only person in the company who could resolve my case was the claims agent who had decided against me, but that I was not allowed to have her name or contact information to get in touch with her and discuss my case. 

Eventually, an XXXX agent advised me that they reopened the claim, but offered me no opportunity to view the evidence they used, speak to a claims agent, or present my own documentation showing that I did not benefit from the charges. I did send a letter via certified mail on XXXX XXXX, formally disputing their claim findings and asking for resolution. 

On XXXX XXXX, I also contacted XXXX XXXX to learn more about the charges in question. We looked for receipts online using the confirmation numbers from the charges. While we found the records of the charges, there were no itemized records of tickets issued or services rendered because of these charges, suggesting that XXXX 's initial denial of my claim has no merit. XXXX advised their fraud department could investigate the history of these charges more closely, but would not share their findings with me, and I needed to go through XXXX. 

On XXXX XXXX, I called and was advised that my XXXX account was closed and moved to Elan, and that Elan is now responsible for my still open claim. I called Elan that day to make them aware of the existing claim, and was told someone would call be back within 24-48 hours, which I am currently waiting for. I also went online on XXXX XXXX and filed a refund request with XXXX XXXX, which is pending review. 

I am most upset with XXXX, whom I believe denied my claim and charged my card erroneously and whose poor communication has made it impossible for me to find recourse and fix the situation. Contact with them repeatedly gives the impression that they are more interested in getting me off the phone and trying to get me to go away rather than in reviewing the evidence, respecting my rights as a consumer, and resolving everything in a reasonable amount of time. 

Elan is the new party in this claim, and they are now responsible for resolving it. I am willing to give them time to address the claim. However, because XXXX 's evasive behavior has already made me wait so long, I am filing this complaint to ensure they have an incentive to resolve my complaint with good faith in a timely manner.

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