Consumer complaint received 2024-03-31
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 (TX)

I opened a dispute with my Elan financial services credit card on XX/XX/XXXX for the amount of XXXXXXXX}. The purchase was for concert tickets that I never received. When I spoke to the representative, he asked for information on the purchase. I gave him the information of what the tickets were for, XXXX XXXX tickets, and also notified him that i had supporting emails and screenshots of the purchase and promised delivery time. He did not ask me to send them. After he gathered all the verbal information, he stated that I may be contacted if they needed more information. A provisional credit was issued to my account. Since I hadn't heard from them, I assumed the matter was settled. I checked my account to pay my bill on XXXX XXXX and noticed the credit was reversed and my account was charged for the amount I originally disputed. I called the dispute department on the same day, and they told me that they had requested more info by mail and since they hadn't heard back, they closed the matter on XXXX XXXX. I informed them that I hadn't received any additional calls or mail and the representative I was speaking to said she would resend the request. Since I still hadn't received any mail from them, I called back on XX/XX/XXXX. They initially told me again the dispute was already closed as of XX/XX/XXXX. But when I told the representative I was told that they were requesting more info and that I was waiting for the mail they were supposed to send, the representative said she just needed to ask additional questions to have the dispute reopened and that she could do it over the phone. She asked the same questions I had initially answered on the first call I made to open the dispute. What the purchase was for, did I try to resolve it with the company first, who did I speak to, and why did I make the purchase. I answered all questions again. She said that was all the info she needed and that she would submit that to my file so that the dispute would be reopened and to call in a few days to check on the status. I called again on XX/XX/XXXX and was again told the dispute was resolved on the XXXX. When i told the representative that i had already called to answer the questions they needed, he said that it would take at least 3 to 5 days for my account to be reviewed again, and was very rude when he spoke to me. I informed him that i was frustrated with having to answer all the same questions and that no one seems to have this info. He rudely told me that i never originally gave them the info they needed and that i would just have to wait for them to review my account again. Today, XX/XX/XXXX I noticed my account still had the charge on it so I called again to check the status of the dispute. The dispute representative once again said that my dispute was closed on XX/XX/XXXX. When I told her that I had given all the requested information, she hung up. When I tried calling back, and gave all my account info again, I was told that their systems are down and they are unable to check on my account until XXXX after XXXX. I have all the emails and proof that I did not receive the tickets I had purchased and every time I call the dispute department I tell them i have this info and yet no one has asked for it. I keep getting the run around, and getting asked the same questions. Everyone I speak to keeps telling me they need more info, but all ask the same questions that I've already answered.