Consumer complaint received 2019-12-19
Company: U.S. BANCORP
State: AZ
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I'm an accountholder with Elan Financial Services through Desert School Credit Union in Arizona. I was scammed out of {$1000.00} by a fraudster for services I did not receive in the amount of {$1000.00}. I immediately contacted Elan on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX to dispute the charge on my account and spoke with the following people at Elan : XXXX ( ID XXXX ) ; XXXX ( XXXX ) XXXX  ( XXXX, XXXX, XXXX and XXXX. One told me I would receive an immediate provisional credit within 2 hours so I can hire a licensed and insured contractor immediately to help with plumbing emergency and to call back in a few hours if I did not see the money back in my account which I did not receive as promised, another told me my case processor was assigned by the name of XXXX who is the only one who can process the credit and will call me today which she did not ; another told me I did not have an assigned case processor assigned, did not know who XXXX was, another told me XXXX was placating me about the provisional credit in 2 hours to get me off the phone and tell me what she thought I wanted to hear, another told me there was no one in the fraud dept. above her to resolve my concerns, that she was the supervisor with no one above her she reported to so she could not provide a name, and my only option was to submit a complaint in writing to Office of the President, XXXX. XXXX XXXX, XXXX, ND XXXX, that there was no phone # or fax # for the office of the President to get faster relief given my emergency. I was talked over, yelled out, disrespected and told I was misinformed and it is what it is by all of these employees at Elan. These calls are recorded, I have lots of notes. I never received the funds back today as promised and the new licensed contractor arrived at my home to fix the problem with the expectation I would have the monies back in my account provisionally credited while the investigation was opened and I provided supporting documentation. I was chastized by XXXX, the last person I spoke to who told I am no one special who deserved an exception, I was misformed by all the other people, and must succumb to their process despite being misinformed and will ensure all those people are properly trained. I said how dare you speak to me that way. I am a customer, not a utility company. She said I will need to wait up to 10 business days for a provisional credit, no guarantee or I can file a police report and file criminal charges.I have lots of documentation to press criminal charges and no one at Elan was willing to sympathize or help me. A lot of misrepresentations were made to me by numerous people yesterday and today at Elan Financial Services, and I'm a senior with health issues and deeply stressed over how I was not helped and treated by Elan. I'm not sure where else to turn to get this resolved. Is this company not regulated? How can they treat their customers like this with no accountability. Can you help me please?

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