Consumer complaint received 2020-02-06
Company: U.S. BANCORP
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Trouble getting information about the card

Complaint:
On XX/XX/XXXX I visited XXXX to verify a balance on an unused {$25.00} Debit MasterCard Prepaid card with an expiration of XX/XX/XXXX. I received repeated error messages. I attempted to phone the 866 number listed on the card, but that number was no longer in service. After an internet search, I found the XXXX number for the card. I called and spoke with an agent named XXXX, who could not pull up any information with the given card number. She could not figure out why her system was not locating the card. She guessed that either the card was defective, or that the card 's balance was run down to XXXX  and the card information may have been purged from the system. I queried how this could happen, and she mentioned that some cards can have inactivity fees associated with them. She could not confirm any of this information, and these were her best guesses. I was puzzled and alarmed, as the expiration date of the card is XX/XX/XXXX, and I believe that all pertinent consumer information related to the card should be readily available until that date. After some discussion, XXXX advised me to file a complaint to receive a call back from upper management. She took down my email, phone number and name and said it would take 24 hours to hear back. 

After 72 hours of not hearing back, over 15 phone calls to US Bank ( card owner ), Mastercard ( logo on the card ), and the 866 number listed above ( on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) each agent contradicted the previous agent. Nobody could provide helpful information or figure out why I had not received a call back. Each time, no information on my previous calls could be located, and I had to repeat the entire scenario all over again. 

I finally received a call back from XXXX on XX/XX/XXXX, who reported AGAIN that the card number could not be located on file. She could not provide any information as to why this was happening, but GUESSED that the card value was XXXX. She could not offer a resolution. When queried about her department or role, she reported that she worked for " cardmember services ''. No other specific information could be provided. I politely thanked her for her time, but also informed her about my level of frustration, repeated lack of assistance and contradictory information by her department, and indicated that my next step would be to contact the CFPB and XXXX  regarding this experience. She, again, took down my information, and said that a member from the escalation department " may or may not '' reach out with a resolution, and there was no specific timeline for this unguaranteed contact. 

I believe that this card was sold under false pretenses and that the associated card management companies are using deceptive practices. Service agents intentionally use vague language, provide inaccurate timelines, and refuse to disclose company information or contact information to allow consumer reporting and proper follow up. Any associated fees, including inactivity fees, were not conspicuously displayed at the time of purchase to the purchaser or gift card recipient ( myself ) and I believe violates the CARD ACT. Furthermore, the state of purchase and the state that I reside in does not permit these fees. 

I would appreciate a replacement card issued by US Bank National Association in the amount of {$25.00}. 

Thank you for your time and review of this matter.

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 explanation