Consumer complaint received 2024-10-11
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: U.S. BANCORP (CA)

Complaint against Elavon processor XXXX US BANK for discrimination selling defective devices illegal use of authority and power by XXXX XXXX Fraud Analyst | Loss Prevention, North America Credit and Risk XXXX XXXXXXXX | XXXXElavon.com XXXX XXXX  XXXX XXXX XXXX, TN XXXX XXXX XXXX | www.Elavon.com With respect and regards I am writing to complaint about the express extreme disappointment and frustration huge financial losses, when on XX/XX/XXXX in morning I saw my checking account in the US BANK app that shows that 11 transactions of XXXX $ in which Elavon credit card processing company took all my payments beside without any notice whereas on XX/XX/XXXX they also took XXXX $ for processing fees and price of the defective device. 

When I called the customer service I got knowledge that one XXXX XXXX Fraud Analyst | Loss Prevention, North America Credit and Risk ElavonXXXX XXXX XXXX Is the officer who put my business account on high risk without proper investigation and they told me to call her and provided me her phone number XXXX I called her immediately on the phone number provided by the customer service representative. 

I left four voicemails on her phone with details, unfortunately she never call me. 

I called the customer service of Elavon around XXXXXXXX XXXX ON XX/XX/XXXX and tried to reach her and they put me on hold where XXXX XXXX refused to talk to me, I asked for the supervisor even the supervisor refused to answer my call and on the same call after my several requests they put one junior officer on phone. As XXXX XXXX was duty bound to call me or answer my call, she is so much XXXX XXXX of my name and even dont want to listen to my name. The aforesaid officer told me that I have 50 % of decline on my account on which I told him that this is because of the defective device and one days back I had tried to close the account just because of that defective device & high price as I also have email for that on XX/XX/XXXX which is on record. 

I told the subordinate of XXXX XXXX it is not correct that the percentage of the decline transaction is 50 %. I told that they forgot that most of errors and decline were occurred the very first days during the training provided by XXXX representatives. Due to the battery and connectivity issues. 

Thereafter every time I tried to charge the cards same issue occurred, as the connection between the card reader device of XXXX and the phone got disconnect and the app of the XXXX shows error. 

During the same time when I was talking to that junior employee who was trying to save his superior officer, XXXX XXXX send me an email in which she cancelled my account and told me to return the device. 

Her decision was very fast during the call in which her subordinate put me busy and she sent the email and soon after she sent me the email that subordinate told me that XXXX XXXX has sent me email for the cancellation although just before that he was asking me about my website and nature of the transaction, I told him to send me email so I can answer your all questions and allegations on the same time as they dont want to work with a person having religious name they cancelled my account as they know they are at fault. 

I believe that the decision to suspend my account was made without thorough investigation or communication and lack of training and discrimination. 
Despite numerous attempts to contact that bias department via phone. 

I understand that her religious beliefs stops her and the supervisor to talk to me due to my name unfortunately, I am the customer of US Bank and they referred me to this XXXX company. 
It will be useful to point out that during my conversation with the aforesaid subordinate, XXXX XXXX was continually advising him and during the same time she sent me email around XXXX XXXX and the moment I was talking to that employee he told me that we already sent you email. 

XXXX XXXX took all the relevant conversations personally as she was listening and was guilty of her misconduct and in revenge she had cancelled my account during my call. And ask her junior officer to inform me, the conversation between me and that officer around XXXX XXXX XXXX XXXX XXXX  ( APPROXIMATELY 56 min duration of call ) from my cell phone no XXXX to XXXX is the evidence that proves my victimization as that call was transferred to the department of XXXX XXXX. 

The actions taken by her have resulted in significant financial losses and damage to my newly established business and caused huge damage to my prestige. 

I take issue with the lack of due diligence in verifying the concerns that led to the account suspension. No email or phone call was made to clarify or address any potential issues. And XXXX XXXX to show her efficiency and work and due to some personal issues with my name XXXX, never tried to call me or answer my call before she make any decisions. 


Although she have listen to my voice messages Furthermore, my bank, with whom I have more than three-year relationship, was not contacted to verify my standing. 


The device provided by the Elavon has proven faulty, resulting in failed transactions due to battery issues and disconnection. I have evidence, whereas recordings from training sessions which customer service agents, demonstrating these technical problems. And all the transactions which were declined were due to the poor quality of the devices that Elavon is selling as the battery is not of good quality and the connection between the devices and the phone is got disconnected. 
That even the US bank had blocked my other ATM card for unknown reasons, and failed to remove the overdraft fees and return the amount nor they had taken any step nor they had even called me or try to resolve this matter. 

On my several requests they returned my amount of XXXX XXXX whereas one trans of XXXX XXXX  is still missing and no information have been provided to me why this payment has been held. 

The above act of returning my amount shows that at that time when my account was suspended and thereafter terminated with the direction to return the device was wrongful and bias and discriminatory act by the department of Elavon.

I had tried my level bast to resolve the matter with the US BANK and Elavon by calling the customer care phone number who only puts notes as per the instructions of their supervisor and those notes will stay there and no one will look into that, unfortunately they have no such departments or person in their entire organization throughout the United States of America, who can listen to the problems and complains of the customers and even they have not published any email address or phone no on their website where customers can write or call them to discuss any issues which they are facing due to the negligence of their staff. 

Presently from last many days I still dont know whether my merchant account is active or terminated as they had admitted their guilt but they failed to apologize to me or to let me know what the status of my merchant account on the other hand the US BANK has returned the overdraft fees but still they had not contacted me to resolve my issue as they are duty bound as they are the one who are partner with Elavon . One officer from Elavon called me twice but she never provided me in writing why they had terminated my account and if my account was at risk why they pay me after putting flag on my account. They are wasting my time and had hold my money to cause loss on my newly established business and my first client is to much worried about the harassment caused by the fraud control department and they high ups of the company are not resolving my matter but they are trying to delay the matter so they can find some discrepancy in my account so that they can justify their discrimination and harassment. 
I had tried my level best to resolve this matter amicably but they dont care about the small businesses. 

I request you please direct all aforesaid companies to. 

1. Immediately remove the risk status from my account.

2. Refund the amounts collected from my clients ' cards in my account.

3. Return the amount of processing fees and device.

4. Make sure that all people by name of XXXX are not red flagged they have equal rights. 

5. Provide proper training to the fraud and risk analysts as they should not judge people by their names. 

6.Provide them training to at least face the client whose Pay may all losses due to such negligence and discrimination. 

At least provide me the information about the status of my merchant account in writing with the proof. 

Or I reserve the right to pursue both criminal and civil actions against US Bank, Elavon.com XXXX. 
For discrimination, misuse of authority, selling faulty devices, terminating my merchant account without proper investigation and information and cause significant harm and damage to me and my property I : XXXX XXXX XXXX XXXX XXXX. and to causing harassment by endorsing my account as risk and potential harm. 

I expect a prompt response and resolution, as your office is my last hope. 

Hope you will take serious legal action against them. 


Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX Mailing Address XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ca XXXX.