Consumer complaint received 2022-07-19
Company: U.S. BANCORP
State: MA
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:
On XX/XX/2022 at XXXX PM XXXX I received an email alert for a transaction for {$140.00} on my Fidelity Rewards Visa card. I realized that the transaction was probably fraudulent as no credit card was present and only my wife and I have cards for this account and we were both home. 
I immediately looked for my card, which was in my wallet .at XXXX PM XXXX, I called Card Member Services for Elan Financial Services ( the card issuer ) at XXXX from my landline to report a fraudulent transaction. I did not get the name of the woman who was not very helpful and made an excuse to slow response as its the weekend. As we were about to take an 8 day trip from XX/XX/XXXX through XX/XX/XXXX, I asked to speak with a supervisor and was put on hold only to be disconnected at XXXX PM XXXX. While on hold, I received another transaction alert for $ XXXX XXXX PM XXXX. 
At XXXX PM XXXX, I again called Card Member Services from my home line and spoke with someone who gave her name as XXXX, located in XXXX XXXX XXXX put me on hold when I asked to speak with a supervisor. No one ever picked up the line. 
At XXXX PM XXXX, I called Card Member Services from my cell phone as my home line was still on hold. I spoke with someone named XXXX in Kentucky. She was able to confirm that the card was disabled. She also arranged to have new card to be sent to our daughters address in XXXX Co which was near the hotel we would be staying at until XX/XX/XXXX. I was told that the cards would arrive on Tuesday XX/XX/2022. She confirmed the address to which the replacement cards would be sent. XXXX listened to my complaints regarding my two earlier calls and she said that she saw no notes from anyone named XXXX. She did say that someone named XXXX processed both fraud claims at XXXX PM XXXX ( XXXX PM XXXX ) and that I would get a call back from a supervisor by Sunday XX/XX/2022 at XXXX PM XXXX ( XXXX PM XXXX ). The call ended at XXXX PM XXXX. My land line was still on hold at XXXX PM XXXX, so I hung it up. 
On Sunday XX/XX/2022, after not hearing from anyone at Card Member Services, I called and spoke with someone named XXXX XXXX? ) who transferred me to a supervisor named XXXX located in a XXXX XXXX Idaho call center. He claimed that there were no notes from XXXX re getting a call back and nothing about my concerns and complaints. That call ended at XXXX PM XXXX. 
Things only got worse. I was told I would get an email with a tracking number for cards to be sent via XXXX. No such email ever arrived and no cards arrived on XX/XX/2022. I called Card Member Services again. I was told that the cards were sent to my daughters address via regular mail. In fact, cards were sent via regular mail to our home address and we did not see them until we got home after midnight XXXX on XX/XX/2022. 
Other issues and problems were encountered but the above are the most egregious. 
The number of mistakes, falsehoods, inconsistencies and errors is appalling. 
It is virtually impossible to deal with Elan Financial Services. There is no way to get back to a person whom I spoke with and no way to escalate a call above a supervisor,

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