U.S. Bancorp Credit Card Complaint

U.S. Bancorp Credit card department,

Identity theft / Fraud / Embezzlement Texas

This case concerns a Fidelity-branded - - credit card that was overseen by - - -, and the heart of my complaint is with them. However, the card has just been converted into a Fidelity Visa overseen by Elan Financial Services, who I am currently assigned to. On - -, - 's fraud department called me to inform me of several unusual recent charges on my card, - charges from - -, and - from - -. As I did not authorize or recognize these charges, I flagged them as fraudulent, and - removed the charges and issued me a replacement card. On - -, - re-added the - - - charges to my statement. ( But the - - charge was not re-added ). I called - to ask about them, and - advised that their claims department had overturned the dispute, saying that I did, in fact, make these purchases


- never followed up on my call with any correspondence. I called back on - -, and again on - -, with identical results, and lots of unhelpful call transfers back and forth between fraud or claims departments who advised that they were not in a position to help me. In one case, I was told that the only person in the company who could resolve my case was the claims agent who had decided against me, but that I was not allowed to have her name or contact information to get in touch with her and discuss my case. Eventually, an - agent advised me that they reopened the claim, but offered me no opportunity to view the evidence they used, speak to a claims agent, or present my own documentation showing that I did not benefit from the charges. I did send a letter via certified mail on - -, formally disputing their claim findings and asking for resolution. On - -, I also contacted - - to learn more about the charges in question. We looked for receipts online using the confirmation numbers from the charges. While we found the records of the charges, there were no itemized records of tickets issued or services rendered because of these charges, suggesting that - 's initial denial of my claim has no merit. - advised their fraud department could investigate the history of these charges more closely, but would not share their findings with me, and I needed to go through -. On - -, I called and was advised that my - account was closed and moved to Elan, and that Elan is now responsible for my still open claim. I called Elan that day to make them aware of the existing claim, and was told someone would call be back within 24-48 hours, which I am currently waiting for. I also went online on - - and filed a refund request with - -, which is pending review. I am most upset with -, whom I believe denied my claim and charged my card erroneously and whose poor communication has made it impossible for me to find recourse and fix the situation. Contact with them repeatedly gives the impression that they are more interested in getting me off the phone and trying to get me to go away rather than in reviewing the evidence, respecting my rights as a consumer, and resolving everything in a reasonable amount of time. Elan is the new party in this claim, and they are now responsible for resolving it. I am willing to give them time to address the claim. However, because - 's evasive behavior has already made me wait so long, I am filing this complaint to ensure they have an incentive to resolve my complaint with good faith in a timely manner.