Consumer complaint received 2024-08-26
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: U.S. BANCORP (GA)

My credit card was stolen along with other identity information such as my driver license and social security card from my bag at the airport in XXXX around XX/XX/2024. There was that same day, 2 charges from XXXX for {$5600.00} and {$11000.00}. I quickly called once notified and had these charges reported for Fraud. They were in a completely different state of XXXX XXXX, XXXX of which I have never visited or traveled to. I was given a temporary credit to my account and XX/XX/2024. I was contacted at the end of XXXX by a XXXX about my case, XXXX Case ID : XXXX. I was told that they would be requesting a copy of my replacement Drivers license and social security card. I informed them that I was out of the country due to my wife and that I was not completely sure when I would be back, but I would assume 2 weeks and that I would send it in once I could if so. I was told that was not an issue and given no more information outside of that cases usually take 90 days to complete. On XX/XX/2024 I was informed that the charges had been put back onto my account. There was no warning or contact sent prior about why or a deadline. After contacting XXXX and Elan financial, I was told the reason why was because I had not sent in a drivers license and social security. I reminded the agent that I had stated that I was outside of the country caring for my wife and that I was not sure when I would return. This did not seem to be any valid reason to close or deny my claim. I was then told to order a temporary ID online and that would be accepted to have my claim reopened. I had never been informed of this prior or that there was a deadline to have my Drivers license/Social card sent back in. I ordered the temporary drivers license on the website and sent in the form as requested. I also sent in a social security card copy by fax on XX/XX/2024 and XX/XX/2024. It was confirmed received by XX/XX/2024 and I was told that XXXX would no longer be my case manager, it would be another individual named XXXX who would have my case reopened and pushed forward. I called XXXX multiple times daily to the number XXXX over the next 2 weeks with only an answering machine ever responding. Around XXXX XXXX, I put in a callback request and again reached XXXX about my case. She said that she would have it relooked into to have reopened and resolved. On XX/XX/2024, I was told that my case would remain closed because I had not provided the Drivers License in time. Again, I was never given a deadline on supplying this information and I had informed from the beginning that I was out of the country caring for my sick wife. This is an extremely large amount of money to be told that I am responsible for fraudulent charges when I clearly informed and supplied the documented information that XXXX requested as they requested it. If I was unable to supply it, I informed them of my circumstances and this should not be the deciding factor as to whether I am being held responsible for over {$16000.00} in charges.