Consumer complaint received 2024-09-11 00:00:00
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
State: IL

Complaint narrative:
XX/XX/XXXX - Received a text about a suspicious charge on my account for {$1300.00} from XXXX XXXX. I called and said that it was fraudulent and there was a second charge for {$5100.00} on my statement that was also fraudulent. The {$1300.00} was removed, but he neglected to address the {$5100.00} and I did not know this until I opened my next statement. They cancelled my charge card and issued a new one and rolled the {$5100.00} onto my new credit card number. 

I also called XXXX on XX/XX/XXXX to see if they couldn't credit back the fraudulent fee. They advised me that they could do nothing and I had to go through my XXXX XXXX. They needed to issue a charge back. 

I contacted XXXX again on XX/XX/XXXX with the updated XXXX explanation and wanting to understand how this fraud happened. They assured me they would address the issue. 

XX/XX/XXXX - contacted XXXX XXXX again, because they did not resolve the {$5100.00}. They promised to resolve the transaction again and placed a provisional credit on our CC. 

Elan mailed a letter dated XXXX XXXX, XXXX reversing the provisional credit. They stated that we authorized the transaction, and received the benefit from the transaction. 

XX/XX/XXXX - I spoke with Elan again and explained to them that this was wrong. Well, XXXX maintained it was valid so there's NOTHING they could do. I asked for the documents that prove this is a valid purchase. They said they would mail them to me. I asked that they have someone in Management contact me. 

XX/XX/XXXX - XXXX Bank XXXX XXXX XXXX XXXX me. Again, I informed them that this charge was not authorized by my husband or I. She said the case was closed and there was nothing she could do and suggested I contact XXXX for the credit. 

XX/XX/XXXX - I contacted XXXX again and they claim that they have no method of issuing a credit and it has to come in the form of a charge back. During the course of this long conversation, they did acknowledge that it was a fraudulent purchase. I asked for a document to be sent to be acknowledging the fraud. They agreed to mail it to me, but I did not receive it. 

XX/XX/XXXX - I contacted Elan again to tell them XXXX acknowledged the fraud and this needs to be reopened. After begging them, they agreed to have another XXXX contact me. 

XX/XX/XXXX - Elan/US Bank XXXX XXXX ) contacted me and said the case was closed and there was nothing else XXXX Bank XXXX XXXX XXXX We needed to pay the charge. 

XX/XX/XXXX - Mailed a certified XXXX Dispute form to XXXX, UT. I was contacted on XX/XX/XXXX by XXXX. Again, they acknowledged it was fraudulent and escalated the claim. They advised me again that there was no way for them to refund me and that it had to come through as a charge back and that they would not dispute it. 

On XX/XX/XXXX I sent a letter to XXXX XXXX, XXXX of XXXX XXXX XXXX. The credit union promoted the Elan credit card and explained the awful experience customer service support I was receiving from they company they partnered with. I am a longtime customer of this credit union. He assigned the issue to XXXX - XXXX of Credit Card Services. 

She attempted to get this escalated and have a " real '' XXXX from XXXX to contact me. 

XX/XX/XXXX - A man named XXXX called from Elan. He worked in the XXXX of the XXXX. I asked what the XXXX 's name was? He didn't know, and would have to look it up, which he did. His title was XXXX Response XXXX. He wasn't a supervisor, XXXX, vice president, XXXX, etc. He told me there was nothing more that could be done and that I would have to file for arbitration. He would be mailing the information on how to proceed with arbitration. He didn't care that XXXX acknowledges it's fraudulent and it needs to be charged back. They WILL NOT contest it. He didn't care that we don't own an IPhone, which was the device used to purchase tickets to a XXXX XXXX XXXX - XX/XX/XXXX. He also didn't care that the IP address used was not our XXXX address. He would not issue a charge back. He informed me that I was assigned case # XXXX. 

I relayed this information to XXXX at XXXX XXXX XXXX. I am beyond outraged that the hours I have spent on a fraudulent transaction to our credit card and now I am being told I have to go to arbitration for a fraudulent claim. I have now incurred {$110.00} in finance charges, since I will not pay for a fraudulent charge. It also will be affecting my XXXX XXXX. I asked for another provisional credit while this is still " in my mind '' being disputed, but it was denied. 

I just can not believe that a large corporation is allowed to resolve customer services issues like this. My husband and I are Senior citizens ( XXXX and XXXX ) old. We live on a fixed income. My husband is XXXX and it would have been impossible for him to attend a fight at the XXXX XXXX. They should be ashamed of their actions and how they have addressed this issue. Taking advantage of Seniors is just despicable. 

I am just exhausted trying to resolve this and I am sincerely hoping you can help us. I need to be able to sleep at night and until this is resolved I don't see that happening. 

I am unable at this time to upload documents, but if necessary I will have someone help me do this.

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