Consumer complaint received 2024-03-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: U.S. BANCORP
State: FL

Complaint narrative:
On XX/XX/XXXX I enrolled in Elon Financial hardship program. I was told via their customer support that as long as I made payments that equal {$190.00} by the due date for the next 3 months that I would get my account back into good standing. I explained that I was going to make a few payments over time but that they would equal the {$190.00} needed for the hardship program. At that time, I had already set up an automatic payment of {$100.00} on the XXXX of the month but was told by the XXXX that it would be cancelled for the hardship program. 

On XX/XX/XXXX and XXXX I made XXXX payments of {$75.00} each and leaving a balance of just {$50.00} to make on the XXXX to cover the hardship program. However on the XXXX, Elon Financial took out without my consent {$510.00}. When I called at XXXX that morning and asked why, I was transferred 3 times and all 3 times no know knew why {$510.00} was taken out. I was assure by the final CSR that they would reverse the payment but it would take no later than that Friday. However when I called back on XXXX, I got bounced around once again til I finally got a supervisor who told me that I was not getting the money back. I asked why not and I did not consent to giving a {$510.00} payment. I explained that their CSR told me that it was not going to be an issue to make smaller payments over time but I would have the full amount in by the XXXX. Why did they take out {$510.00}? No one could give me an answer. Then a supervisor explained I had " autopayment '' set up. To which I asked for how much, which she replied {$100.00} on the XXXX of every month. So I asked again, why then was {$510.00} taken out. Again, XXXX explanation and no clue from the Supervisor. 

Requested another supervisor to which she was unbelievably patronizing to me about the " autopayment '' and still could not tell me why {$510.00} was taken out. Conversation was over as no one at Elon Financial could tell me why and only wanted to tell me, " it was my minimum '' to which I replied but what about the " hardship program '' I was enrolled in? Again, crickets. 

On XX/XX/XXXX, I called again to find out where my money was and had a manager explain that it would be 10-15 days for the investigation. He had no clue why no one else explained this to me. I explained I just need to make a {$50.00} payment and having an additional {$460.00} taken out put me in a financial burden let alone the overdraft fees that I was told was not their problem. He filed for the investigation and I waited for a result. 

On XX/XX/XXXX, I received an envelope in the mail detailing their side of the story and why my request to have the money back was denied. I only requested the {$510.00} that was paid on XX/XX/XXXX back however according to the letter, I request not only the {$510.00} but an additional {$150.00}, which was never discussed in any of the XXXX other times calling the company. 

My request was denied because it would have put my account in past due status. Again, that was why I asked to be enrolled into the hardship program. If I had the {$510.00}, I would have paid it. Instead, they got their money, I am out over {$550.00} due to overdraft fees for something that admitted was wrong. Now according to the letter auto payments, which were set up for {$100.00} but was supposedly cancelled by the original agent, now debits what the minimum is. After speaking with over XXXX people at Elon, not once did anyone say that. It was not told to me when I set up the hardship program but obviously there is no hardship with they are able to debit whatever they want, without consent. 

At this point there is nothing that can be done but make everyone aware of the shady practices this company provides. Every time, I called I got a different explanation. In 25 years of dealing with credit card companies this has to be the one of the worst customer service issues I have ever heard of.

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