Consumer complaint received 2022-05-27
Company: U.S. BANCORP
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
XX/XX/XXXX - scheduled my Elan business credit card payment through my XXXX XXXX  small business account bill pay. Scheduled to pay on XX/XX/XXXX XX/XX/XXXX - Noticed my bank account was negative $ XXXX. The reason for this was that my payment of {$210000.00} went through to my Elan credit card. Called XXXX XXXX and spoke with XXXX. He told me that due to money laundering laws, this should not even be possible. 25 minutes later, he completed a request to reverse the payment in the amount of {$210000.00} ( the difference between my payment owed of XXXX and what was taken XXXX ). I was told this would take 14-17 days to get returned to me. Since this was not acceptable, I asked him to get a supervisor involved. He came back and assured me that the information was correct and it would take 14-17 days for my money to come back to me. I asked if I should just call my bank and have them stop the payment and he advised that might be quicker. I asked if I was able to make that happen, should I call back and notify them? He told me it would not be a problem and XXXX would see it. 
I then called my XXXX branch. I spoke to the branch manager XXXX who told me she declined the payment. There were XXXX other smaller payments she approved on my account that day but she had to make a decision by XXXX and since she was not able to speak to me, she denied the payment. She told me she would have to charge a {$36.00} NSF fee but my account was back to the {$42000.00} in it and I would not be bouncing checks for the next 2 weeks. She assured me these were all hand processed at XXXX so she would not process a payment for {$170000.00} more than what was in my account I then went back into my bill pay and sent a {$2100.00} payment to XXXX so my payment was not late XX/XX/XXXX - XXXX XXXX account positive balance {$43000.00}. {$2100.00} payment posted for Elan credit card out of XXXX bank account XX/XX/XXXX - " payment posting error '' showing up on Elan credit card statement. Credit card statement balance - {$210000.00}. Bank account negative $ XXXX XXXX - I noticed bank account negative. XXXX NSF charges of {$36.00} each. Since it was after hours and I was out of town, I called XXXX. Spent just over 2 hours on the phone with representatives XXXX and XXXX. They could not understand how this could happen once, much less twice?! After being put on hold and discussing all sorts of things, we had no resolution. Elan credit card is obviously run BY XXXX and the two can still not find the correct people to figure out how to get this money back into my account quickly. I was promised a call back in the morning at XXXX as their call center was closing and they could not find the correct people to speak with. This phone call back was NEVER received XXXX - Went into my branch of XXXX. Spent 3 hours with XXXX and XXXX. Called Elan and spoke with XXXX. I was told that a check was sent to me on XXXX. A check!?? They could not tell me where the check was sent so things got really infuriating. Finally I was given a check number, a check amount, and told the check was mailed to XXXX XXXX. The address and phone number I was given for XXXX solutions was incorrect ( I called ). Elan told me they could not get my bank a picture of the check, they could not overnight the check, they could not transfer the funds electronically. There was basically nothing that could be done as their policy is to return the funds the same way they were received. Since XXXX solutions is the bill pay company of XXXX XXXX, that is where the check was mailed. The bank ensured me that it was a ACH payment. Elan ensured me they received a check so there was nothing that could be done. The bank offered their Fedex account to overnight the check, XXXX said that was not an option. I simply had to wait for this check to get to XXXX XXXX and wait for them to post it so my account could be positive again. The bank offered me a marker for my account and ensured I would not bounce any more checks. 
XX/XX/XXXX - {$210000.00} was posted to my bank account XX/XX/XXXX - bank refunded all my NSF charges This has been an absolute nightmare. I am a small business that made it through Covid. This is not the stumbling block I expected to slow me down. There has got to be a regulation in place that stops a credit card from taking payment of 10,000 % more than what they are owed. No bank should clear a payment for {$170000.00} more than a customer has in their account. As a small business, I have never bounced a check. Since this nightmare, I bounced XXXX. During this time, my business still had to exist so I took thousands out of my personal bank account to pay my people for the events they worked so I was not bouncing checks to them ( it's not good for business ). I got no sleep for weeks, my credit card company made interest on my overpayment, I bounced XXXX checks to contractors, and spend HOURS talking to people that did nothing to help. I understand rules and regulations that Elan has but we are not talking about a {$200.00} check here. There has GOT to be something in place to flag a payment that is 10,000 % more than what a customer owes?! No one should ever have to go through this ... .not a human, not a business, no one!

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