Consumer complaint received 2025-11-12 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: AL

Complaint narrative:
Elan Financial Services is the company I am having the dispute with. They issue the XXXX XXXX XXXX 2 % cash back cards. 
On XX/XX/XXXX, I had a charge on my card I disputed. I filed a charge back with Elan Financial on XX/XX/XXXX. I followed all the steps, submitted documents via the portal, and mailed them the dispute form. 
On XX/XX/XXXX, I got a letter from Elan Financial XXXX XXXXXXXX telling me they were unable to assist in resolving the dispute. I contacted them again and they said they would reopen the claim. 
On XX/XX/XXXX I got a letter telling me there is insufficient information supplied to support my claim of the incorrect amount charged and they would be unable to assist me. They stated " YOU HAVE THE RIGHT TO RECEIVE COPIES OF THE DOCUMENTATION USED DURING OUR RESEARCH. PLEASE CONTACT US IF YOU WOULD LIKE THIS DOCUMENTATION ''. On XX/XX/XXXX, I contacted them and asked for the documentation. 
This is where it gets really interesting. On XX/XX/XXXX, after more weeks passed, nothing came in the mail. Nothing. So, I called them again asking where the documentation from XXXX and XXXX is they were supposed to send me as claimed on their XX/XX/XXXX letter. They told me We didn't send anything to XXXX. They also hadn't received anything from XXXX. They went on to say The statement in the XX/XX/XXXX letter that I have the right to receive copies of documentation used during their research IS JUST A FORM LETTER! '' They simply closed my case without even submitting my dispute to XXXX or receiving anything from XXXX. 
I contacted them and talked to XXXX who genuinely listened to my situation and agreed this was all handled wrong. He told me he would send new information to the XXXX Processors with Elan Financial Services. 
As a side note, I sent them information illustrating this fraud being perpetuated by XXXX  and XXXX that I found on the Better Business Bureau website. It is the exact same scam perpetrated on me. 
I then received a letter from Elan Financial Services dated XX/XX/XXXX, stating " Under the Fair Credit Billing Act, if you believe there is an error, you must contact us within XXXX  days from the date we sent you the statement on which the item first appeared. Unfortunately, your inquiry about this transaction was received after this XXXX day period has passed. Unbelievable. The dispute was started on XX/XX/XXXX, as listed on their first letter opening this dispute from a charge that occurred on XX/XX/XXXX. 
I contacted them again on XX/XX/XXXX and talked with XXXX. Once he saw this error, he was going to escalate this to a XXXX to bypass processing. After reading my case file, XXXX told me he did not agree with the letter I received or the outcome. He said I would get a call within XXXX-XXXX  business hours. 
I then got a call to voice mail telling me to contact cardmember claims support and they could assist. I called them on XX/XX/XXXX and spoke with their regular cardmember services, not a XXXX. She read me the notes from my claim saying they were not going to issue me a credit, claiming there is missing documentation on what I was being charged. 

I pointed out they have all the documentation from me to prove this is fraud. 

I can send XXXX 's of all the communications with Elan Financial.

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