Date Received: 2022-12-30
Issue: Problem when making payments
Subissue: You never received your bill or did not know a payment was due
Consumer Complaint: XXXX XXXX was transferred to Elan Financial as the new servicer in 2019 at that time I wasn't able to make anymore payments because I never received the new card to be able to login to their portal. I called XXXX to make payments they told me to contact Elan Financial and when I would Elan would tell me they don't have my account yet and unable to make payment. I also had Reward points which amounted to over {$340.00} and was suppose to be applied to my account balance at the time which was roughly {$830.00}. Now Elan Financial has the account ending XXXX as a charge off with balance due of {$1000.00}.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75219
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I received an email on XX/XX/XXXX from US bank stating that they had received my application for a US Bank shopper cash rewards visa signature card which I never applied for. That same day I received an email from my bank that there had been an inquiry into my credit report. I called US Bank the following day to report this and was told that the specific department I needed wasnt open and to call back. I called back on XX/XX/XXXX and was told that the application would be cancelled and my credit would be restored. Today, XX/XX/XXXX, I received the credit card, which I was told was cancelled. I called US Bank and the first person I spoke to said that the account was under investigation but not cancelled. She escalated me to a supervisor XXXX who assured me that it was cancelled and that I should be receiving a letter confirming this. I have spent hours of time dealing with this and my credit score has suffered. I still do not have written confirmation that this has been settled and I get a different answer from everyone I speak to at US Bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: XXXX XXXX ( XXXX XXXX XXXX had a line item that said " XXXX XXXX paid to XXXX XXXX '' in the amt of {$7100.00}. This amt is money I paid in " soft costs '' before I ever applied for a loan. I have had NUMEROUS emails with US Bank and absolutely no resolution. They admitted to making an error, but want to deduct this amount from my budget of {$330000.00} or they said I could bring in a check for that amount. I let them know this {$7100.00} is not a part of the budget and to take it from the budget is shorting me. I was never given any breakdown of the " soft costs '' amount that they arrived at. I actually have another {$8000.00} + in soft costs they completely ignored. Now each time my XXXX submits a draw, they hold it up over the resolution of this matter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: SOMEONE USED MY ACCOUNT WITHOUT MY PERMISSION and purchased items and now I am being held responsible for these charges. us bank account XXXX XXXX XXXX XXXX XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43212
Submitted Via: Web
Date Sent: 2022-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-31
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage payment XXXX. But mostly my payment XXXX I pay but one time a late due to my emergency situation but I pay late payment if after XXXX you pay XXXX Over charges for more than XXXX fees hidden charges take my account I included statement plus online payment picture sow up I need to help for reverse one time late charges or at least small payment if late charges but they take me over
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60440
Submitted Via: Web
Date Sent: 2022-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Enrolled in AUTOPAY to pay FULL BALANCE every month on the XXXX. Payment did not come out yesterday. I phoned Elan Financial yesterday XX/XX/22 to ensure everything would work. Nothing was paid. Agents disconnected the call or hung up on me.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80302
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My husband and I both received XXXXXXXX XXXX XXXX ( {$50.00} amount ) from my XXXX XXXX XXXX she attached verification of purchase, so as far as I know everything went smoothly as far as that goes. They are called U.S. Bank Gift Cards and the cardholder agreement states that they are issued by U.S. Bank National Association, in partnership with Visa and XXXX. Contact information is just XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX On the card, there was a sticker indicating that the card is active for in-store purchases but that you have to go to the website XXXX XXXX XXXX to register the card to use it online - typical process for most XXXX XXXX XXXX so I didn't think anything of it. I went to the website and it asks for the XXXX digit card number and then the XXXX digit XXXX code from the back of the card. I entered both of these and then got an error that the code didn't match their records. Tried again XXXX times, checking and double checking the numbers to make sure I wasn't typing it in wrong - same error. The final time I got a message with the error telling me to call the customer service number ( XXXX ). I called the number and got an automated line that requested the XXXX digit card number and then the XXXX digit XXXX, put both in and again got a message saying the XXXX doesn't match their records. The automated line had me try again XXXX more times before redirecting my call to a customer service representative. The representative then asked me for the XXXX digit card number, the XXXX digit CCV number, and then the last XXXX digits of the barcode on the back of the card. After giving them all of this information, they informed me that the card was a misprint because there is already an account attached to the barcode from the card that doesn't match the rest of the card information. When I asked how I was supposed to be able to use the card, they said that they could send me a replacement card, but only after I faxed them front and back photos of the gift card, the receipt, a photo of my driver 's license, and then my telephone number ( fax to XXXX ). This seems a bit excessive for a gift card - I could understand proof of purchase and gift card photos, but don't know why they need a photo of my driver 's license and didn't feel comfortable sending to them. I called back a XXXX time and was told the same information about the card being a misprint, but this time the woman took down my name and address to see if she could register the card to me on her end - no luck. She then said she would issue a replacement card in XXXXXXXX XXXX XXXX and would waive the {$5.00} replacement fee. I then tried to register my husband 's gift card online and had the same error issues with his card 's card number and XXXX - this time the website was very glitchy and barely seemed to work. So I went ahead and called the customer service number on the card and gave them his gift card number and XXXX - I got almost the exact same information as I did when I called customer service for my card the first time - card is a misprint, need to fax over all of this information. I asked if I could just use the card in-store since I didn't feel comfortable sending them all of that information and was told no, the card is invalid and they can only issue a replacement card. The representative again offered to waive the replacement fee and offered to expedite the shipping, but only once I faxed them all of the information. Since I am unwilling to send them a copy of my driver 's license, the company did not have another way to resolve this issue to where I could access the {$50.00} that is on the card. I then looked up the company XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and behold, hundreds of XXXX star reviews with my almost my exact experience - people purchase cards from major grocery store or drug store chains and they don't work, can't access the money, replacement cards never arrive, etc. I'll wait for the replacement card and will happily update my complaint if it is resolved, but I do not have a lot of faith that that will happen since this whole thing feels like a scam. Seems highly unlikely that there would be multiple misprinted cards sold at the same time/location without there being a larger issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 238XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: Before the month end XXXX of XXXX, our company had issued 5 checks to various vendors. We mailed the checks by dropping them into a blue mailbox at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. During the XXXX week of XXXX, we started to receive calls from our vendors who did not receive their checks. Upon checking, checks intended for them were cleared and deposited to someone else 's account. We submitted a complaint to our Bank, US Bank. We received documents we needed to fill up from US Bank and returned the completed forms to them in a timely manner. I have made several follow ups with the Bank but no answers or resolutions. The amounts of each check are the following : Check 1 - {$7700.00} - Tampered check -changed payee name on check Check 2 - {$12000.00} - Tampered check - changed payee name on check Check 3 - {$11000.00} - Tampered Check - Changed payee name on check Check 4 - {$2200.00} - Check deposited to another account than payee. Check intended for a business account was deposited into a personal account. Check 5 - {$14000.00} - Check deposited to another account than payee. Check intended for a business account was deposited into a personal account of person who endorsed it fraudalently. Total amount of fraud amounts to {$48000.00}. It has been 4 months with no action by US Bank. We submitted our complaint to XXXX and our fraud case number is XXXX. We mailed the original from to XXXX check claims, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Hello, I was recently subjected to an elaborate fraud/scam scheme via XXXX. I attempted to purchase several items on XXXX and was instructed to use XXXX to pay for my items. I sent via XXXX to {$1500.00} to XXXX XXXX " Account XXXX '' @ XXXX of a Sports Card Trading Company on XX/XX/2022 for the purchase. Then, I was instructed to pay an additional {$1000.00} to a second account manager via XXXX, to XXXX XXXX @ XXXX. Upon completion on my second money transfer, I was instructed to pay {$1700.00} in custom fees for the items to clear the boarder. I sent this payment to XXXX XXXX and they requested a different XXXX account, this time XXXX. Overall, I sent a total of {$4200.00} for the transaction. The whole time the scammers were using a fake XXXX tracking website and fake tracking numbers to spoof me into believing my order was on its way. They also provided fake pictures of the items being boxed and fake shipping labels. This elaborate hoax was totally fraudulent and I attempted to reach out to US Bank under the terms of U.S. Law Regulation E, to protect consumers against fraudulent electronic fund transfers for a return of my funds, however, US Bank has denied my requests. I would like protection under Regulation E to insure US Bank provides a refund for this fraudulent transfer. I can provide any additional information and pictures of conversations with the fraudsters and happy to answer any questions regarding this matter. Thank you for your help, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 32937
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-29
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/XXXX my XXXX credit card was compromised and fraudulently charged by several different merchants, including XXXX ( online streaming service provider ). My card issuer, Elan Financial Services, created a fraud case to investigate the charges. Additionally, they closed the the compromised card and reissued a new card. On XX/XX/XXXX, while reviewing and paying my bill online, I recognized that I was charged again on XX/XX/XXXX ( 1 month from the previous fraudulent charge ) from XXXX. Upon speaking with Elan Card Member Services, they informed me the merchant likely participates in a program called XXXX Account Updater ( XXXX ), https : XXXX, where merchants can query ( either real-time periodic batching ) to obtain updated account information for its customers with credentials-on-file. In this case, Sling is a participant and although the account was fraudulent and the previous charges in-dispute, queried the VAU service and obtained the new card information. Upon reviewing the website and taking note this is a pay-for service offered to XXXX 's merchants and acquirers, I asked Elan if there was an opt out for the program. Elan instructed me that since the program is administered by XXXX, meaning Elan didn't specifically provide any additional information other than the standard data sharing required to operate my account on a day-to-day basis, I would have to reach out to XXXX directly. I then contacted XXXX explaining my preference to opt out of the program. I was then told my Visa that the card issuer opts to share VAU data specifically and if I choose not to have my card information shared the issuer, Elan Financial Services, would need to opt my account out of sharing. I asked XXXX to provide these instructions in writing, given the issuer had instructed me to opt out through XXXX directly. Finally, I followed back up with Elan to inform them XXXX said it was an opt in program for the issuer and they own opting their cardholders out. I have the written documentation from XXXX and awaiting written documentation from Elan ( fax request was sent XX/XX/XXXX )
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98199
Submitted Via: Web
Date Sent: 2022-12-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A