Consumer complaint received 2025-11-20 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: U.S. BANCORP
State: TX

Complaint narrative:
From : XXXX XXXX Business : XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Residential/Commercial Construction Location : XXXXXXXX XXXX  Summary of the Problem XXXX has repeatedly and unjustifiably frozen my legitimate business funds, disrupted my construction companys operations, and demanded unreasonable amounts of personal financial documentation in order to release money that already belongs to my business. I believe Elavon is abusing its risk-management authority, failing to comply with industry standards of transparency, and causing significant financial harm to my company without providing clear justification.

Details of the Complaint 1. Repeated Freezing of Legitimate, Contracted Payments Elavon continues to flag and freeze normal construction payments that are fully authorized by my customers, properly invoiced, and supported with signed contracts and documentation. These freezes occur without warning and without valid explanation.

These are not unusual or suspicious transactions ; they are standard, scheduled progress-payments for remodeling or construction projects.

Each freeze paralyzes my business cash flow, delaying payroll, materials purchases, and ongoing construction timelines.

2. Lack of Transparency and No Clear Reason for Account Holds Every time funds are frozen, the reason given by Elavon changes or is vague, inconsistent, or contradictory.

Examples include : Risk review with no details Asking for explanations already provided Telling me the account will be reviewed, only to later claim they need different documents Support agents giving different answers depending on who I speak with Elavon is failing to provide any consistent criteria or explanation for these freezes.

3. Excessive and Intrusive Documentation Demands Elavon repeatedly pressures me to submit irrelevant personal financial information, such as : Personal bank statements Personal tax returns Personal financial history This information has nothing to do with the transactions in question, which are strictly business-related and backed by signed customer contracts. My business has a clean record, verifiable sales, and documented construction deliverables. Despite this, Elavon treats my company as if it is high-risk without evidence.

4. Pattern of Unfair Treatment and Probe-Style Requests The documents Elavon demands go far beyond normal merchant-processing risk review. 
It feels like : They are fishing for intrusive personal data They are using holds as leverage They may be exploiting small businesses knowing we rely on daily cash flow I should not have to surrender personal financials just to access funds generated by legitimate business transactions. 

XXXX. Disruption of Operations and Financial Harm Elavons actions have materially damaged my ability to operate : Funds frozen for days or weeks Inability to pay subcontractors on schedule Delayed purchasing of materials Delays in project timelines Customers questioning why their payments are being held The cumulative effect is serious financial stress and loss of trust, even though I have done absolutely nothing wrong. 

XXXX. Repeated Occurrences Despite Full Cooperation Each time a hold occurs, I comply, send documents, answer questions, and provide contracts. 
And each time : A new set of demands appears The hold is extended No one takes accountability No one provides a clear timeline This cycle has now happened multiple times, showing a pattern of poor practice and possibly predatory or abusive account management. 

XXXX. Failure to Follow Industry Standards for Merchant-Account Reviews As a merchant, I understand risk reviews and chargeback monitoring.

However, Elavons behavior exceeds any reasonable standard : Freezing payments with no chargeback, no dispute, no fraud Flagging normal construction amounts as suspicious Refusing to release money even when customers confirm legitimacy This conduct does not match PCI DSS expectations, normal acquirer behavior, or what other processors require. 



What I Am Requesting from the CFPB I am asking the Consumer Financial Protection Bureau to : XXXX. Investigate Elavons repeated, unjustified freezing of my legitimate business funds. 
XXXX Review whether Elavon is using excessive document requests to delay payouts or obtain unnecessary personal financial information. 
XXXX. Evaluate whether Elavon is complying with federal consumer-financial laws, fair practices, and transparency standards for payment processors. 
XXXX. Require Elavon to clearly explain and justify its policies, and to stop freezing my funds without cause.

5. Require Elavon to release any funds that are being improperly held. 



Closing Statement I am a legitimate, long-established construction business owner. My customers sign written contracts, authorize payments, and expect work to proceed without delay. Yet Elavon continues freezing my money without reason, disrupting my operations, and pressuring me for irrelevant personal financial documents. 

This situation is unacceptable, harmful, and needs regulatory intervention. 

Thank you for reviewing my complaint.

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