Consumer complaint received 2023-12-20
Company: U.S. BANCORP
State: CO
Product: Prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
XX/XX/23 I purchased a VISA Gift Card ( issued by US Bank ) for {$500.00} at a Kroger grocery store in XXXX XXXX, CO. The store properly Activated the card. 

I have remained in possession of the card at all times and have not shared or shown it to anyone. 

XX/XX/23 I went online to Register the card, which involved logging-in to the designated website using the cards credentials XXXX card number and XXXX XXXX XXXX on the back. At that time, I discovered the value on the card was {$260.00}, not the {$500.00} I had purchased. 

Panicked, I called the number on the card to report an apparent theft. After providing the cards credentials, I was asked for the registered name. When I gave my name, the phone call was terminated several times. After clicking around the cards Account online, I discovered the name & address of the person ( unknown to me ) who registered the card : braine sand, XXXX XXXX XXXX, XXXX XXXX, nv XXXX. ( Yes , street name spelled here as it appears on the Account. ) Also in the Account was information about the transactions made with this card : XX/XX/23 for {$1.00}, XXXX XXXX, XXXX, Florida, XXXX Pre-Authorization XXXX AM XX/XX/23 for {$230.00}, XXXX XXXX XXXX XXXX XXXX XXXX Nevada XXXX XXXX Purchase ( Domestic ) XXXX XXXX When I called back to the Customer Service number again that night, I knew to first ask to not be hung-up on and gave both the registered name and explained that it was not the same as my name that I was trying to report XXXX. I called this number 7 times that evening before finally being told to fax all the appropriate documentation and it would be reviewed for fraud : front/back of the card, purchase receipt, front/back of my ID, I also included a short letter explaining this sequence of events. Since the XXXX card number is white text and some of the cards background is very light, getting a readable copy of the card was difficult. I completed this task and sent the fax. As a result of this fraud-reporting, the card was de-activated and the remaining balance unable to be used. 

When I called a few days later to check on the status & receipt of the fax ( as instructed ), I was told that one of the images was insufficient and Id need to re-send everything. I completed this task. 

All of my phone encounters to this point were with customer service agents who seemed limited in the range of service options or information they could provide. 

XX/XX/23 I received a call from an unknow number and took a chance and answered it. It was the first person I spoke to who appeared to be able to provide me information about my case. She summarized the status of my claim ( I did not need to re-send the fax any more ), the Fraud/Theft claim was submitted and would be resolved within 90 days, and a card reimbursing me for the remaining value on the card after the theft ( {$260.00} ) would be sent to me. A separate card would be issued for the amount stolen ( {$230.00} ) if the investigation concluded in my favor. 

When I received the card reimbursing me for the remaining value on the original card following the theft ( {$260.00} ), I registered it at the website indicated on the sticker attached to the card. When I subsequently tried to use the card, it was declined multiple times at restaurants and brick-and-mortar retail locations. When I called back to the customer service number, I was told that this card was registered improperly, it got thrown into fraud, and Id need to repeat the faxing exercise again with this card. I completed that. 

I received another card in the mail accompanied by a letter dated XX/XX/23 indicating resolution of the error that occurred which prompted me to file the Fraud claim in the first place. This card was apparently replacing the {$230.00} that was stolen. I called the number on the card to register it first ( rather than using the online option as Id done previously ). I was told that phone registration was not necessary, just go online and register it there. This did not work. The website to register the card did not accept the cards credentials XXXX number and XXXX security code. I kept getting the message Try again. After a few failed attempts ( including a fresh browser window and re-checking the card number and entering it again ), I called the customer service number. I was told to either register it online, or they could transfer me to the Automated system to register the card. After explaining again that the online website did not accept the card, I agreed to be sent to the Automated system. When asked for my cards XXXX number, I entered it, and the system sent me to a phone rep the same call center I had just called! I rode this circle XXXX times on XXXX phone-call before insisting on another approach. Then the call-rep told me to press the # XXXX in the Automated system. I tried to explain that there were no options presented just silence while the call transferred then a voice saying to enter the XXXX card number. Pressing XXXX at this point would only be entering a card number! She told me to press XXXX during the silence while I waited for the transfer to the Automated system. This only triggered the after-call survey about your experience with the customer service agent. I had asked for the number of the Automated system so I could call it myself ( instead of being transferred ) and was told there is no number, I can not call the Automated system myself. 

No, I have not tried just using this card. I fear it will be thrown into Fraud for not being registered and Id need to repeat the faxing exercise yet again. 

These are the VISA debit cards in my possession : Card # XXXX, XXXX XXXX, {$500.00} ( original purchase ) Card # XXXX, XXXX XXXX, I think this was the replacement for the remaining balance {$260.00}. 
Card # XXXX, Code XXXX, I think this is the card that came with the resolution letter and should be for {$260.00}, but I can not register it so I dont know what its value is. 
I should have received a replacement for the {$260.00} card which I supposedly invalidated with improper registration but do not have another card for this. 

I do not have access to any of the original {$500.00} that I purchased a VISA gift card for. 
Can you help me get my {$500.00} back from US Bank, please?

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