Consumer complaint received 2015-08-18
Company: U.S. BANCORP
State: NY
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I have a secured credit card through Elan Financial Services ( EFS ), which has a balance of {$300.00} with a security savings account attached to it holding {$500.00}. In XXXX I contacted EFS to inquire about closing this account. The first problem I had was with the Customer Service Representative ( CSR ). She acted like she did n't want to be bothered and kept answering my questions with XXXX word answers. Since she would n't elaborate in her answering I had to ask many questions, for which she sounded like she was getting frustrated with me. At the end of the conversation, what I knew was that they would close the account, use the money in the savings to pay the balance on the card and refund me the difference. She said I would need to wait XXXX billing cycles to receive the refund. On XXXX XXXX, I signed into my online account, as I periodically check all my online accounts to make sure nothing fraudulently is taking place. I saw my account was showing past due for the XXXX payment and they had charged my account a {$30.00} late fee. I immediately called to inquire and explained that I had closed the account. My encounter with this CSR was not much better than the first. Her response was, " of course you had to make a payment you had a balance ''. Of course I know that with a regular credit card, if you have a balance you have to keep making payments until it 's paid off, but in this case I was specifically told that the balance on this card was going to be paid from the savings account. The CSR agreed to refund the late fee. I immediately went on the website to make the payment but in my panic of now being late I set the payment to be made from an account with insufficient funds. It was n't until XXXX XXXX when I received a NSF notice from the bank that I tried to make the payment from that I realized the payment did n't go through and the bank was charging me {$60.00} in NSF fees, EFS was charging me a {$25.00} returned payment fee. On XXXX XXXX I called EFS again. This time the the CSR was so rude that I actually started yelling and asked to speak to a manager. She said ok and then cut me off. I called right back and asked to speak to a manager. Sadly enough the manager was just as rude as the CSR and after going back and forth I said " so you are n't going to help me '', he said " well what do you want '', I said " I would like the returned payment fee waived ''. He said we already waived the late fee and you were the one who set up the payment to be from your bank. There had been some confusion on my part as to whether the payment I set up was coming out of the secured savings account or the savings with my bank. Both of which together with the card was opened through XXXX XXXX. In the end, I spoke to someone at XXXX and they did waive the {$60.00}, but EFS would not refund the {$25.00}. My complaint here is not in regard to the fees but with the way I was treated by EFS. I have never in my life dealt with people at a financial institution that spoke to me so unprofessionally and so disrespectfully. I feel that if the first CSR had been the least bit helpful none of this would have happened. I pride myself on making my payments on time and in this case when I found out the payment was late I acted immediately. I called, tried to make a payment and then tried to rectify the situation. I did everything possible to do the right thing and all I got in return were people treating me in way that actually made me feel violated and sick to my stomach. In the end I asked the supervisor who the bank 's regulatory authority was and in a very nasty and condescending manor said " the same as every other bank, the federal government '', but he could n't name the agency. It 's sad when a consumer knows more than a banking supervisor. No one deserves to be treated or spoken to in the way I was and they should n't be allowed to get away with it.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief