Consumer complaint received 2025-12-21 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: FL

Complaint narrative:
On XX/XX/year>, I reported multiple fraudulent transactions to Elan Financial Services on my XXXX XXXX credit card. The fraudulent charges were as follows, all occurring on XX/XX/year> : XXXX {$170.00} ( XXXX transactions ) XXXX {$170.00} XXXX {$170.00} XXXX {$170.00} XXXX {$170.00} The total amount of the fraudulent transactions was approximately {$1900.00}. Elan Financial initially credited my account in full immediately after I reported the fraud. 
During my call with customer service on XX/XX/year>, before ending the conversation, I explained that prior to discovering the fraudulent gas station charges, I had received a highly intimidating text message impersonating the Florida Department of Motor Vehicles ( DMV ). The text falsely claimed I had an outstanding traffic fine and threatened license suspension. The message directed me to a website that appeared to be a legitimate Florida DMV site. Believing the threat was real, I attempted to pay the alleged fine. I later discovered that the website was fraudulent and part of a phishing scam involving government impersonation. 
On XX/XX/year>, I logged into my account and discovered that all provisional credits had been reversed and the charges were reapplied. I immediately contacted Elan Financial again and was informed that because I had entered my credit card information on the phishing website, the transactions were not considered fraud, and that Elan claimed to have a recording of my prior call acknowledging that I entered my card information.

I was advised by the customer service representative that I needed to open formal dispute claims for each of the fraudulent transactions. The representative completed the dispute process on my behalf, and on XX/XX/year>, my account was credited again for the full disputed amount. 
Subsequently, the dispute processor sent me 11 dispute affidavits, one for each fraudulent transaction. I completed all forms carefully and to the best of my knowledge and returned all documentation to Elan Financial promptly. 
On XX/XX/year>, Elan Financial again removed all credits from my account. When I called for an explanation, I was told that the dispute documentation was allegedly not completed properly, and for that reason, the dispute cases were closed.

During that call, the customer service representative acknowledged the confusion and agreed to contact the dispute processor on my behalf. I was informed that I would receive the 11 forms again with guidance on how to complete them correctly in order to reopen the disputes. However, instead of reopening the cases, Elan Financial permanently closed the disputes and reapplied all charges to my account. 
Throughout every interaction, I clearly and consistently advised Elan Financial that I was the victim of fraud, specifically a phishing scam involving online deception and impersonation of a government agency. My intent was never to authorize payment to a fraudulent merchant. Any card information entered was obtained through deception and false pretenses, which constitutes unauthorized use under Regulation Z ( Truth in Lending Act ).

I am requesting that Elan Financial : Reverse all fraudulent charges totaling approximately {$1900.00} Remove any related interest or fees Correct my account records Reopen and properly investigate this case as fraud induced by a phishing scam, not voluntary authorization

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