Consumer complaint received 2024-08-26 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: GA

Complaint narrative:
My credit card was stolen along with other identity information such as my driver license and social security card from my bag at the airport in XXXX around XX/XX/2024. There was that same day, 2 charges from XXXX for {$5600.00} and {$11000.00}. I quickly called once notified and had these charges reported for Fraud. They were in a completely different state of XXXX XXXX, XXXX of which I have never visited or traveled to. I was given a temporary credit to my account and XX/XX/2024. I was contacted at the end of XXXX by a XXXX about my case, XXXX Case ID : XXXX. I was told that they would be requesting a copy of my replacement Drivers license and social security card. I informed them that I was out of the country due to my wife and that I was not completely sure when I would be back, but I would assume 2 weeks and that I would send it in once I could if so. I was told that was not an issue and given no more information outside of that cases usually take 90 days to complete. On XX/XX/2024 I was informed that the charges had been put back onto my account. There was no warning or contact sent prior about why or a deadline. After contacting XXXX and Elan financial, I was told the reason why was because I had not sent in a drivers license and social security. I reminded the agent that I had stated that I was outside of the country caring for my wife and that I was not sure when I would return. This did not seem to be any valid reason to close or deny my claim. I was then told to order a temporary ID online and that would be accepted to have my claim reopened. I had never been informed of this prior or that there was a deadline to have my Drivers license/Social card sent back in. I ordered the temporary drivers license on the website and sent in the form as requested. I also sent in a social security card copy by fax on XX/XX/2024 and XX/XX/2024. It was confirmed received by XX/XX/2024 and I was told that XXXX would no longer be my case manager, it would be another individual named XXXX who would have my case reopened and pushed forward. I called XXXX multiple times daily to the number XXXX over the next 2 weeks with only an answering machine ever responding. Around XXXX XXXX, I put in a callback request and again reached XXXX about my case. She said that she would have it relooked into to have reopened and resolved. On XX/XX/2024, I was told that my case would remain closed because I had not provided the Drivers License in time. Again, I was never given a deadline on supplying this information and I had informed from the beginning that I was out of the country caring for my sick wife. This is an extremely large amount of money to be told that I am responsible for fraudulent charges when I clearly informed and supplied the documented information that XXXX requested as they requested it. If I was unable to supply it, I informed them of my circumstances and this should not be the deciding factor as to whether I am being held responsible for over {$16000.00} in charges.

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