Consumer complaint received 2023-10-05
Company: U.S. BANCORP
State: WA
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Problem getting a working replacement card

Complaint:
I am currently XXXX outside of the United States with the military. Two days after arriving in country I finally had cell service to receive a voicemail from US Bank regarding card fraud. I called the US Bank XXXX number and was told two days after I arrived in country for XXXX that my credit card was used to make a {$10.00} purchase at XXXX XXXX  in the state of Georgia ( I reside in XXXX state ) . 
On the XXXX call around XXXX XXXX  I explained to the representative that I am XXXX in a foreign country and this card is the form of funding I brought with me and the billing card for all of my autopay bills in the US while I am gone. I asked her to see if the bank could do anything about NOT cutting my card off. She understood my situation and put me on hold. She came back approximately 5-10 minutes later letting me know she spoke with the fraud team and they approved NOT cutting my card off due to my situation, but to monitor my account and call back ASAP if other fraudulent charges appear. 
Less than 30 minutes after getting off of the phone with this first representative and extremely happy they did not cut off my only personal card overseas and my billing card for everything back home, I received a notification from my XXXX XXXX saying the card was no longer active. 
Approximately XXXX XXXX  on the same date, I called back to ask why my card was cut off when I was just told they would keep it on due to my XXXX circumstances. The representative this time said they can not keep my card on and policy would only be to extend the card for 10 days. She was not sure why I was told my card would stay active but that it has been cut off and a new card number was issued. She let me know there was no way to reactivate the previous card at this time. I made sure to explain that I am XXXX for 6 months and now without a card. I requested a new card be sent to my residential address in XXXX ( different from my home address on file ) so that my spouse could either verbally give me the numbers to change all of my autopay bills at least OR be able to send the physical card with our last remaining group deploying and coming to the same country as me this week. She assured me the card had been ordered to my correct address and would arrive by XXXX. 
On XXXX at approx XXXX PST and XXXX at approx XXXX XXXX  I called to check on the card as my spouse confirmed it had not yet arrived at my home address. Both times I was told it is still en route to your home and due to it being the weekend I should " give it until tomorrow ''. I was told both times by different representatives that if I did not see it by XXXX the next day to call back. Both ladies noted there was no tracking number due to the card being sent by USPS but they could see that it was labeled as shipped to my Washington address. On one of these calls they read the notes and told me " someone called and was mad the card got cut off '' and I explained yes I was upset that I am out of the country for 6 months with no card and was told they would keep the card active only to have it shut off in 30 minutes. On the XXXX call I was told at one point that the card had been marked received and activated. 
I harped on the fact that we had one more group of individuals coming to the same country as me and that my spouse would have the chance to give someone my card to bring me if it was received this week. This was very important to the shipping date of the card and the fact it was supposed to be there on XXXX. No one could provide a tracking number throughout any of the phone calls. 
My final call on XXXX I explained all of the above conversations to the representative. She pulled up the account and said NO CARD WAS EVER SENT. I continued to ask if there was no card sent then how are these other representatives telling me dates it would arrive, confirming it was shipped to my residential address ( again different than on file ), and that it is in the mail but must be delayed. She apologized and said the process was started but the card was never sent after the first call because I " could not receive mail ''. This was NEVER a topic of conversation as I had asked from the very first call after cutting off my card that it was sent to my residential address where my spouse can receive it. I never asked for the card to be mail to me out of country as it would take months and potentially never get here at all. 
After my final phone call on XXXX I received a confirmation email approximately 10 minutes later that a new card was ordered.

It took 7 days and 5 different customer service reps to finally determine my card had NEVER been shipped. Not a single one of these representatives understood the urgency and importance of getting a card to my spouse in order to send it with our next group shipping out. In the last 7 days I have had notifications from multiple utilities and companies that my Autopay bills were denied because of this situation. I have immaculate credit and now am receiving unpaid bill notices due to US Banks carelessness.

I have been a loyal US Bank customer for 20+ years, however, due to the mishandling of this situation, when returning home from this XXXX I will be changing banks to ensure this situation never happens again. 
PLEASE do retraining with your customer service reps. Don't placate customers and tell them " Its delayed in the mail '' if the notes say a card was never shipped. Do your research on the customers situation. I should have had to go through 5 customer service reps during a week to ensure MY card was mailed to my home.

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