Consumer complaint received 2024-04-21
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: U.S. BANCORP (IL)

I am currently in a dispute with Elan Financial Services who issued a Fidelity VISA card that I used more than a decade prior. Here are some dates of what occured ( below ). 

XX/XX/XXXX I received notification received via text message at XXXX XXXX  regarding credit card charge of {$4100.00} ( see photo ) o Fidelity Credit Card : Your account ending in XXXX was charged {$4100.00} at XXXX XXXX XXXX XXXX  XX/XX/XXXX I called customer service ( XXXX ) at XXXX XXXX  identifying the {$4100.00} as a fraudulent charge, and that I have the physical card in my possession. The transaction was flagged as such, a fraud case was opened, my credit card ( ending in XXXX ) was frozen, and I was reissued a new/replacement card. Note the call lasted 8 mins ( see photo ) XX/XX/XXXX I received a letter from Cardmember Service, Fraud Prevention, via USPS, indicating that the transaction in question is under review. While we review the transaction ( s ), we applied the following to your account : provisional credit for {$4100.00}. The letter also states No further action is required from you at this time and A letter indicating the resolution and action taken will be sent to you upon completion of our research. ( see letter ) Note that this is the only letter received from Elan ( i.e. no resolution letter was received ). 

XX/XX/XXXX As I reviewed the transactions, and balance, of my account on the Fidelity app, I noticed that while a provisional credit of - {$4100.00} was posted to my account on XX/XX/XXXX, a reversal of the provisional credit of {$4100.00} was also posted on XX/XX/XXXX. The provisional credit and reversal of provisional credit netted to XXXX, which resulted in no adjustment for the original fraudulent charge of {$4100.00} o {$4100.00} Transaction Date : XX/XX/XXXX Deals on Wheels XXXX XXXX XXXX IL Posted Date : XX/XX/XXXX Merchant Info : XXXX XXXX IL United States Merchant Category : Auto/Truck Dealers ( used only ) Purchase Method : Chip card reader Reference Number : XXXX Last 4 of Card Used : XXXX This transaction has been disputed. 
( see photo ) o - {$4100.00} Transaction Date : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  # XXXX Posted Date : XX/XX/XXXX Merchant Info : XXXX XXXX IL United States Merchant Category : Auto/Truck Dealers ( used only ) Purchase Method : Chip card reader Reference Number : XXXX XXXX Last 4 of Card Used : XXXX This transaction has been disputed. 
( see photo ) o {$4100.00} Transaction Date : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX Posted Date : XX/XX/XXXX Merchant Info : XXXX XXXX IL United States Merchant Category : Auto/Truck Dealers ( used only ) Purchase Method : Chip card reader Reference Number : XXXX XXXX Last 4 of Card Used : XXXX This transaction has been disputed. 
( see photo ) XX/XX/XXXX In light of the above transactions in my account balance, I called customer service again ( XXXX ) at XXXX XXXX  inquiring for clarification of the provisional credit and reversal of provisional credit transactions. The XXXX XXXX rep indicated that a request for call back has been notated in my account and that a representative would call me back. Note the call lasted 5 mins ( see photo ) XX/XX/XXXX As I waited patiently from XXXX, I did NOT receive any call back from Elan. Hence, I called the fraud department ( XXXX ) at XXXX XXXX  inquiring for clarification of the provisional credit and reversal of provision credit transactions ( same as XXXX ). The Elan service rep indicated that call backs typically happen within 72 business hours of the request, and that the period of time had not transpired. Nonetheless, after reviewing my account and the transactions, she indicated that I will need to prove that I did not initiate the transaction myself re-submitted a request for call back and notated it in my account, and indicated that a representative would call me back. Note the call lasted 8 mins ( see photo ) XX/XX/XXXX As I still did NOT receive any call back from Elan, I called the fraud department again ( XXXX ) at XXXX XXXX  to inquire about the provisional credit and reversal of provision credit transactions. The Elan service rep, XXXX ( refused to provide a last name, stating that it is company policy to not provide that detail as a means to protect their employees ) reviewed my account, transactions and investigation notes. A synopsis of the conversation is as follows ( note the call lasted 24 mins see photo ) : o In light of the following facts : 1 ) the original transaction was processed as purchase method : chip card reader and 2 ) I have the credit card in my possession, the investigation has been closed and no further investigatory actions will be taken o Technology indicates that chip card readers are not hack able so the transaction must have been initiated with the card physically o Since you ( I, the card holder ) am still in possession of the card, then you must have initiated, or approved, the transaction The account has since been sent to debt Collector from Elan Financial Services and currently the debt collection service is XXXX XXXX XXXX XXXX ( XXXX ). Some additional notes below : Timeline and Notes of what has been communicated and transpired since Elan has transferred to Debt Collection. 

- Dispute debt collection amount with above named debt collector, on XX/XX/XXXX at XXXX XXXX  o The collection amount is a fraudulent charge of {$4100.00}, plus interest, dated XX/XX/XXXX that was timely disputed with Elan Financial Services on XX/XX/XXXX. 
o As such, the transaction was flagged as fraudulent and a case was opened. I received a letter, dated XX/XX/XXXX, from Elan Financial Services acknowledging the dispute and the need for investigation of the fraudulent charge. Elan Financial Services did not contact me for any additional information on the disputed charge. 
o Elan Financial Services failed to provide me the results of their investigation, in writing, as stated in the previous letter. 
o XXXX XX/XX/XXXX, I sent Elan Financial Services the attached letter of affidavit to, again, dispute the fraudulent charge on XX/XX/XXXX. I also attached a copy of the original letter from Elan Financial Services to me dated XX/XX/XXXX, for their reference. 
o Elan Financial Services did not respond to my letter. 
- XXXX email dated XX/XX/XXXX indicated that the Elan Financial Services account has been referred to XXXX for collection. 
o XXXX letter dated XX/XX/XXXX indicated due to fraud dispute, temporarily closed account and returned claim to creditor, for further investigation. 
o Cardmember Service letter dated XX/XX/XXXX indicated that due to no transaction details, the ( fraud ) claim has been closed. 
o COULD NOT LOG INTO ONLINE ACCOUNT o Phone call with XXXX on XX/XX/XXXX at XXXX XXXX : provided name ; this belongs to another department, will transfer XXXX : provided name & account # XXXX, for collection by Elan Financial Services ; have never seen an account number like that before, probably not my department, will transfer to ( XXXX ) XXXX o XXXX XXXX : collection account for Elan Financial Services Name, last 4-digits social security , mailing address, zip code and phone number ME : fraud claim on XX/XX/XXXX, then letters on XX/XX/XXXX and XX/XX/XXXX ( see above notes ), no time to address with creditor Placed back in fraud status : identity theft or transactional? 
Call ( XXXX ) XXXX Elan Financial Services fraud department Since the last phone call with XXXX on XX/XX/XXXX, Elan has been communicated to and they have reached out and said they are working with XXXX. Their commentary ( Elan ) is that Elan will not follow up with XXXX ( and not investigate ) on XXXX 's zero liability guarantee on fraudulent charges on their customers. Elan indicated they will not follow up with XXXX and " XXXX will not investigate. '' Back and forth with Elan and they sent notice from Elan Cardmember Service on XX/XX/XXXX citing XX/XX/XXXX communication that Elan had not received any details regarding the suspicious activity and now closing your claim, hence pushing it back to Debt collection. 

Also, official and signed affidavit was sent to Elan Financial Services ( Cardmember Services ) citing the fraud charge on XX/XX/XXXX to the company. I can provide in a future email/investigation. 

Thank you and I can provide additional details and more recent communication if need be. 

XXXX XXXX.