Consumer complaint received 2024-12-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: U.S. BANCORP
State: IL

Complaint narrative:
XX/XX/24 I contacted ELAN Financial in order to change the telephone number on my account. The phone number of record had been changed while I was in XXXX, XXXX, as my US phone did not work internationally. " XXXX '' asked me to consent to a verbal agreement. I asked for a copy of the " Verbal Agreement '' be sent to my email so that I could review the verbal agreement. After checking a number of times with " supervisors '' ( I was put on hold a number of times when I asked to have this matter escalated. ) XXXX informed me that 1. ELAN does not send any information by way of email, but 2. assured me that she would have a copy of the Verbal Agreement sent to my home.

1. The Verbal Agreement never arrived.

2. a. A call today from " representative????? '' maintaining that he was calling from the President 's Office of ELAN Financial indicated that he had reviewed my letter of complaint. He apologized for all of the errors in information that I had been provided over XXXX months while I was in XXXX XXXX XXXX and in the US , and indicated in a most general way that the " concerns '' were passed on to team members for their review. 
2. b. In his response, " representative '' did not list the complaints that were forwarded, but only would state that they had been passed on to " Team Members '' who address complaints. I have no concrete knowledge or assurance that my complaints have been passed on.

2. c. Normal and standard business operations use email as a form of communication to provide an easy way to share valuable and essential information. " Representative '' stated repeatedly that ELAN Financial does not use email and continued to state that he would provide the information in a telephone call. I indicated that I was in a car without a pencil and paper and would not be able to take notes. 
2. d. When pressed, " Representative '' indicated that he would send information in letter form to my home address. This letter should include a summary of the action taken in response to my extensive letter to the President of ELAN Financial along with the telephone number that " Representative '' maintains will be useful for solving problems when I am not able to use my VISA card. 
XXXX. " Representative '' said that the review of my complaints was complete and that there would be no further action taken, even after I indicated that he had failed to recognize that ELAN 's " XXXX '' had promised to send a copy of the " Verbal Agreement '' in his review of my complaint. 
4. I do not have any information from ELAN Financial to indicate that the company recognizes the many and repeated times that calls to their service number did not result in a resolution of the problem : Purchases with my VISA Card were denied on many occasions and numerous representatives on numerous occasions were unable to provide " authentication '' or a " resetting '' of my VISA charging privileges.

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