Consumer complaint received 2024-02-28 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: U.S. BANCORP
State: DC

Complaint narrative:
Fidelity Cardmember Services ( underwritten by US Bank d/b/a Elan Financial Services ) , on the same day ( XX/XX/2024 ) that they closed the prior complaint with your agency, indicated their reporting the consumers credit account as *defaulted* to the credit bureaus, despite the consumer never missing a payment nor ever being delinquent with any creditor, let alone Elan Financial Services. In fact, the consumer has an excellent credit score till date. It is one thing for the Bank to decide not to do business with the consumer. It is another to intentionally harm a consumers credit under false pretenses, i.e., marking the account as defaulted, in direct response to a consumer filing a legitimate concern with a government agency. Elan Financial Services also made false allegations that : the consumer made false statements on their account application or in the maintenance of their account, and/or the consumers account is in danger of or is being used for fraud, and/or the consumer will not live up to their obligations under the terms of the Cardmember Agreement ; their associated notice has been attached. One agent mentioned a concern also documented on XX/XX/2024 around multiple claims that were recently filed. For example, multiple claims were filed ( and awarded by the bank ) on cable company charges due to the cable company not delivering on services and another on an electric company for double-billing the consumer ( once on their checking account and once on their credit card ). At the time the claims were filed, each US Bank agent validated and submitted charge disputes for the legitimate concerns brought forth by the consumer. After the regulatory complaint was filed with your agency, though, there have been multiple false allegations swiftly produced and relayed by the Banks department under scrutiny, namely the claims department, about the account to the consumer.

When the consumer promptly shared their concerns with US Bank Social Media Ambassador XXXX XXXX on XX/XX/2024 over the phone, XXXX indicated his obligation to internally report any concerns that are shared with him that he believes are retaliatory. He also shared his suspicions of retaliation due to the absence of any mention of an account closure in US Banks previous reply to the CFPB. After filing this internal complaint documenting his concerns of retaliation, XXXX indicated that he would message XXXX from the Presidents Office and that XXXX should be returning the consumers call. When calling the Presidents Office, multiple representatives had indicated to the consumer that they would message XXXX to ensure that the consumer receives a callback from him. They also suggested that the consumer leave a voicemail message on XXXX direct line, which the consumer completed. XXXX has not responded to the consumer through present. 

When calling into the Customer Service Department, the Customer Service agent indicated that the consumer would need to speak to the Underwriting Department, the Underwriting Department referred the consumer to the Customer Authentication Department, and the Customer Authentication Department referred the consumer back to the Office of the President. The Office of the President confirmed that only XXXX would be able to speak with the consumer, and as mentioned above, XXXX has not responded till date. 

The company has made it impossible to address the situation.

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 non-monetary relief