Consumer complaint received 2016-06-28
Company: U.S. BANCORP
State: ND
Product: Credit card
Issue: Closing/Cancelling account

Complaint:
I 've had a secured account for years, and among other issues, i 've recently tried to close my account. It is secured with a {$750.00} deposit through a local credit union who uses Elan Financial Services as a provider for the cards. I have paid my balance down to {$750.00}. In other words, my deposit and my balance bring our relationship to a {$0.00} sum. I told them i wanted to close my account over the phone. They told me since my account is secured, I needed to provide information in a letter, faxed to a given number. That number is no longer in service. I called back and they appologized and gave me a XXXX number. That number will not accept faxes. The rep explained to me the numbers should goto the holding facility for deposits ( the credit union ) located in another town. I went to the local credit union and spoke with several member service reps and " higher-ups '' and they were all agreed that was non-sense and they never heard of such a thing for secured accounts, that the money is sent to Elan for holding, not them. Elan called me about XXXX2 days later and told me account was past due. I told them I am trying to close the account. That the left hand was sending me to them and they were sending me to the right hand. I spoke with a supervisor, she asked me how long ago I sent the faxes. I spoke out loud as I worked out the day of the week. While I was doing that they hung up on me. About another XXXX3 days went by and they called me for collection efforts. ( my balance is still at {$750.00} out of {$750.00} ) I re-explained to the rep how upset I was for them intentionally making this so difficult for me to close my account, I warned them if they not provide a good functional way for me to close my account I would file a formal complaint. He apologized and told me he had no idea what the other XXXX phone numbers were, that they were XXXX wrong and gave me a XXXX fax number. I told him stay on the line with me, I am at the fax machine at work and we will do this together to make sure it works. I tried to send the fax, but it failed ( no response ). I told the rep on the phone this and he said it is the main fax line and they are usually XXXX people trying to send faxes at the same time so to keep trying. I Tried a second time and received the same failed " no response '' error. On the third try I told the rep, ok I 'm trying a 3rd time now, there was silence, I looked at my phone, he had also hung up on me. He had mentioned there was an address I could mail the letter to, but did not give me that address before hanging up on me. I checked XXXX or XXXX different Elan Financial websites I could find to find the card issuer agreement which should contain the address/fax but they apparently do not publish it online. I would have to call in again and possibly be led in a loop. I feel strongly they are intentionally obscuring the process, and or preventing me from closing my account. I have been in contact with them for the last 14 days of which they have not been willing to provide a resolution.

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