Consumer complaint received 2024-03-27 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: NC

Complaint narrative:
On XX/XX/XXXX of this year, I started a month-long trial with Dropbox to test their premium services. I decided I did not want to continue and attempted to reach out to them prior to the trial ending on XXXX XXXX to cancel. I was unable to reach anyone due to their apparently beareaucratic process to reach an actual live person. I also attempted to reach out to them via their online chatbot, which proved unsuccessful. I also attempted to call a number I found online for them, and the representative who answered told me they were not dropbox. It was extremely difficult to find a customer service phone number for them. I was unable to get the charge removed due to being able to speak/correspond with anyone, so I filed a dispute with my Fidelity credit company , Elan Financial Services . Please bear in mind, the address I had on file for this card is/was current. 

The first call I made to Elan -- XX/XX/XXXX -- I was hung up on/the call was disconnected and absolutely no one called me back. At that time, the rep I spoke to had gathered relevant information and was supposed to be in process of filing the dispute. I later found out that did not happen. 

Ultimately, I ended up receiving a notice that the dispute was not found in my favor, but of the merchant. I called to see what was going on, as I had never received ANY request for documentation or additional information related to the erroneous charge of {$210.00} on my account. They told me they'd sent the correspondence requesting info to a previous address of mine, but it was the WRONG address. As I previously stated, my address was current, and when I confirmed it with them, they repeated an address I haven't lived at for almost 5 years. They THEN informed me that when you change your address through the credit card website, it doesn't update it with them. I found this odd, as no one ever bothered informing me of such, so there was no way I'd have known that. Obviously, I didn't receive their request via mail. Also important to note that they do not send any electronic request as many companies do. This was on XX/XX/XXXX. I spoke to two agents, and the second one I spoke to said they updated my address and would resend the request. Never received this request, but oddly, I received a notice dated XX/XX/XXXX ( two days after Elan confirmed my address had been changed ) at my UPDATED residence stating that the dispute was not found in my favor because I never submitted the requested information. They didn't receive it because they did not send the necessary correspondence to my current address. Then, they closed the case. I was on the phone with them for an hour or more yesterday ( XX/XX/XXXX ) RE-EXPLAINING everything so that they would reopen the case. The agent, XXXX, relayed to me that they had everything they needed during the call, which I also found odd. She added some additional info to get them to reconsider opening the case. I will also add XXXX attempted to find a way to correspond with Dropbox as well, but was unsuccessful and ended up giving me the same number I had called to cancel the trial before it ended and BEFORE my card was charged {$210.00}. XXXX also agreed that it was odd that they sent correspondence notifying me of closing my case to my recent address, but not the previous request they mailed to my old address. It's like they did it on purpose so they wouldn't have to refund my {$210.00}. The two phone numbers associated with Elan Financial Services are XXXX and XXXX. You'll find a screenshot of the calls logs attached to this complete showing that I did, indeed, phone them multiple times to resolve this issue.

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