Consumer complaint received 2022-03-21
Company: U.S. BANCORP
State: UT
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
Two prepaid gift cards were fraudulently charged in XX/XX/XXXX. We had physical possession of the cards the entire time, so whoever charged them did so without having the cards. The cards were charged for almost all of their balances in California ; we live in Utah and have not been to California in many years nor do we know anyone there. 
Many attempts were made to contact the card issuer and to report the fraud in order to get our money back, and only one attempt was partially successful. 
On XXXX XX/XX/XXXX, XXXX attempts were made to call the company. The first attempt at XXXX resulted in an agent picking up after about XXXX minutes and promptly hanging up on my wife after claiming that they couldn't hear my wife. The other two attempts did not let my wife through the phone tree. 
On XXXX XX/XX/XXXX, my wife attempted to call again ( at XXXX ) and was again hung up on after explaining the situation. 
On XXXX XX/XX/XXXX, my wife called twice. After starting a call at XXXX, she was hung up on by a phone agent who refused to talk to her because they claimed her name had to be on the card but it wasn't. She explained she was reporting fraud and had never registered the card with the company but they refused by claiming that they still didn't have to do anything. They hung up on her during the few seconds she spent trying to find me to help. At XXXX, she called again, and this time the agent that answered was willing to file a claim with one of the cards ( but only after more hassle from my wife ) but was unwilling to file a claim for the second card. She repeated what the previous agent had said : that it wasn't under my wife 's name or mine and as a result the card company would not let her file a fraud claim. She transferred my wife to an other agent who finally processed one of the claims but again refused to process the other. We still have not heard back about that claim despite it being three weeks. 
On XXXX XX/XX/XXXX, my wife called one final time during the XXXX window that federal law allows for fraud reporting. After starting the call at XXXX, she was told by the agent that she would not file the claim that had been ignored several times before. My wife proffered information from the time of purchase at the agent 's request, but the agent still refused on the grounds that my wife didn't have a physical receipt ; she suggested that my wife go to the grocery store and demand a physical receipt from them even though the store would be closed by the time my wife could get there, the purchase was from XX/XX/XXXX, and the information my wife had provided was everything that would be found on the receipt save for the time that the purchase occurred. 
The card company has also restricted online access to the card statements now, but I have copies of the fraudulent charges that I had noted as of XXXX XX/XX/XXXX. The card numbers are XXXX and XXXX. The first card ( ending in XXXX ) is the one that we have not heard word for in almost a month and the second card ( ending in XXXX ) is the one that the agents refused to submit a claim for. 
The card ending in XXXX had several fraudulent charges and the card ending in XXXX had one made at the same XXXX the first one was fraudulently used at. A spreadsheet containing this information has been attached, as have photos of phone logs and the credit card statement containing the date that the cards were purchased, as well as the total purchase amount and the store location. 
As a final note, one of the cards had a small amount of money left on it after the fraudulent usage that we were afraid to purchase with. The card company cancelled both of the cards, apparently, so we lost those remaining funds as well.

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 non-monetary relief