Consumer complaint received 2020-05-10
Company: U.S. BANCORP
State: OR
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have a problem with a us bank credit card and us bank themselves for this issue specifically. I have a credit card ending in XXXX. I went to use it to pay a utility bill and it was denied two consecutive times. I called us bank credit card dept. to see if they knew why. The woman there found that I had clicked on the wrong month for the expiration date. I dont believe that I did that but whatever happened there she stayed on the phone as I tried again and it went through fine. This card was to expire the end of XXXX. I had received the replacement card about a month prior and had not yet activated it. This reminded me that maybe I should go ahead and activate it. I looked and didnt seem to be finding it. It is nearly impossible that anyone had stolen or taken it as I live alone and have had no break ins or visitors. I had just somewhat misplaced it. I thought maybe the credit card department could just send me a replacement so I called to see. I asked if they could do that and if there would be a charge for that. The woman said no charge and they could do that. I specifically asked if it would have the same account number as I had no interest in changing account number. If that would be I would just look for the card I already had as it is probably around. I was then expecting a replacement with my same account number. Within 24 hours I happened to be on the bank website and there was a notification that my current card would be deleted and would be inactive soon. I called and was told that the card was reported as stolen or lost. ( In the original call I never used the word stolen and if I did it was to say it was not stolen just misplaced. And if I used the word lost I explained that it was just misplaced. I was sure it was not lost at all. I also have the original card in my possession currently, it also is not stolen or lost. ) This woman now said that I would be getting a new card with a different account number and there was nothing that could be done to change the stolen/lost entry and this change. I called the next day during office hours and the woman I talked to there again told me nothing could be done to return my original account number. This is going to be a problem for me for who knows how long with accounts that are linked to this card and other inconveniences. I have had this number for a couple years and I even know the number by memory including the expiration date and security code. I do not want to change my card number. ( I in fact did receive the exact thing I requested, a replacement card with my same account number that same day but they would not activate it as they said that account was deleted. Someone at their company entered this improperly. ) Apparently this was done correctly initially but then someone/somehow it was changed to stolen/lost and the account was deleted. I called within 24 hours to correct this mistake and they would not do it. This policy or whatever is behind this is should not be and they should return my proper account number.

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 monetary relief