Consumer complaint received 2016-11-30
Company: U.S. BANCORP
State: IL
Product: Credit card
Issue: Billing disputes

Complaint:
On XX/XX/2016, I requested a cancellation of a Timeshare purchase made on XX/XX/2016 for {$22000.00}, well within the merchant 's cancellation period. The amount was split between my credit card and my husband 's credit card for {$10000.00} and {$12000.00} each. We requested the cancellation because of the merchant 's intent to defraud, which we found out after the transaction. We were basically pressured and hurried through signing the documents but after taking time to review them on our own, we found out a lot of things did n't add up. After requesting cancellation, the merchant kept pressuring us to keep the Timeshare, promising to include additional benefits. They would not cancel and send us a confirmation. So, we decided to make our credit card companies aware of the issue and filed for a dispute. 

After submitting all the required documentation to XXXX XXXX at Elan Financial Services claims department on XXXX/XXXX/2016, the credit card servicing company for Fidelity, I made several calls in an attempt to reach her and get status update on the dispute but those attempts were futile. The last two times, I got to speak to XXXX other people who claimed Elan Financial Services was awaiting additional information from XXXX XXXX before they could proceed with my claim. They also went further to say that the outcome of my case would depend on the information received from XXXX XXXX because my files were transferred over to Elan Financial Services when Fidelity changed management of its credit card services to Elan Financial Services. 

In the meantime, the Timeshare company sent me a deed for a completely different package than was in the original contract 2 weeks ago, degrading it from Lifetime to Tenured. I was waiting to hear back from the claims reviewer so I could provide this new information. But yesterday morning, I looked at my statement and saw the {$10000.00} had been charged back to my card. On the other hand, the {$12000.00} charged to my husband 's card had since been reversed in XX/XX/XXXX because XXXX resolved the dispute permanently in my husband 's favor after doing their due diligence and investigation. Elan Financial Service mishandled my dispute and paid little attention to my case from day one. There was no incentive to give my claims due attention because according to the supervisor, the transaction did n't occur under them. 

My husband has a XXXX XXXX card, just like I have a Fidelity Visa card. So, how is it that XXXX and Fidelity reached XXXX different conclusions on the matter? Is the merchant now willing to accept only {$10000.00} from me and let the other {$12000.00} go? And is the {$10000.00} supposed to now be for the downgraded package without my knowledge and consent? I can provide evidence that the case was resolved in my husband 's favor and also evidence of my request to cancel the transaction, in addition to a copy of the deed for the downgraded package that was mailed to my house. This is something I never purchased! Had the claims processor done due diligence, that should have been grounds for a permanent charge back to the merchant. 

I called 6 times since yesterday, spoke with different people at the Fidelity office, and Elan Financial Services fraud and claims department. I spoke with a supervisor who told me they reached the decision based on the information provided by XXXX XXXX since the transaction occurred under them. He said there was nothing he could do to help me and that I could contact their President for an appeal. XXXX XXXX ca n't help either since they no longer service my credit card.This decision amounts to siding with the merchants intent to defraud me and making me pay for something I never purchased. This is really unsettling. I have had the Fidelity credit card for years and never carried a balance on my credit account. I always pay my balances off every month no matter how small or large.

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