Consumer complaint received 2025-10-16 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: U.S. BANCORP
State: NV

Complaint narrative:
Complaint Summary Elavon ( U.S. Bank ) Mishandled Chargeback Rebuttal / Denied Extension / Improper Debit of {$1100.00} I am a long-time merchant with Elavon ( XXXX Bank XXXX XXXX This complaint concerns XXXX mishandling of a chargeback rebuttal ( Case # XXXX ), refusal to honor a confirmed extension, and denial of a good-faith submissionresulting in an improper debit of {$1100.00} from our merchant account. 

XXXX ( all times XXXX unless noted ) : XX/XX/year> {$1100.00} was withdrawn from our merchant account and refunded to the cardholder. XXXX informed us that, under card-network ( Visa/Mastercard ) regulations, we had until XX/XX/year> to file our response. 
XX/XX/year> I called XXXX dispute department to request an extension. Representative XXXX granted an extension until XX/XX/year> at XXXX PM ET. 
XX/XX/year> ( morning, before deadline ) I first spoke again with XXXX, who said no further extension could be given. Later the same morning, I spoke with XXXX, from the same team, who twice confirmed the extension remained valid and extended it through XX/XX/year> at XXXX PM ET. This was the final and most recent communication I had with XXXX before submission. 
XX/XX/year> I submitted my rebuttal packet well before XXXX PM XXXX, in full reliance on XXXX confirmed extension. 
Later XX/XX/year> XXXX and her supervisor XXXX informed me that the case had already been closed and that my rebuttal would not be accepteddirectly contradicting XXXX confirmation. XXXX stated that now all they would submit the rebuttal as a good-faith attempt. However, shortly thereafter, I received a written Merchant Correspondence Decline notice stating that the issuing bank could not accept my rebuttal and that my documentation does not remedy the dispute reason code. 

This statement is false : my documentation directly addresses and disproves the cardholders claim. It appears this good-faith submission was later internally retracted to conceal XXXX own XXXX mistake in granting and then denying the extension. 

Because of XXXX procedural mishandlingfirst granting and then denying a valid extensionI wrongfully lost my right to dispute recovery of the {$1100.00} under XXXX XXXX XXXX, and to cover up this error, XXXX later XXXX and denied my good-faith rebuttal submission to the issuing bank. 

I hold recordings of the calls in which the extension was granted and reconfirmed- in the most recent communciation I had with them before submission, and the good-faith attempt was promised. After the denial, I emailed XXXX requesting escalation to their XXXX Department and the official contact details for their Compliance or XXXX Response team. No valid addresses were providedseveral bouncedand my written request for a compliance-level review or clarification went unanswered.

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 monetary relief