Consumer complaint received 2022-11-17
Company: U.S. BANCORP
State: OR
Product: Credit card or 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:
My original complaint included two pre-paid XXXX  gift cards. I filed a complaint with the CFPB, complaint number XXXX. I was contacted by US Bank prepaid services at the end of XX/XX/XXXX regarding the two pre-paid XXXX  gift cards. The first complaint was completed and they sent me a new gift card based on their review, the second gift card required further information, so I sent them the additional information via their email provided and they informed me that it would take additional steps to complete their investigation. In the meantime the CFPB closed the original complaint and now US Bank prepaid department will not respond to my phone calls or emails regarding the second pre-paid XXXX  gift card. This is in reference to the {$100.00} pre-paid gift card with card number XXXX XXXX XXXX XXXX. I sent via email the representative XXXX who was assigned to my file the pictures of the original gift card and my government issued drivers license for them to re-register the card to me as it was assigned to another name and address. I would like US Bank to finalize their investigation on the second pre-paid gift card as I believe it has fallen through the cracks on their side and I have attempted to email and call to follow up with out any response. 

My original complaint for the pre-paid gift cards can be found below. 

We received two pre-paid XXXX  debit cards for XXXX XXXX and both of them have no money on them. These prepaid XXXX  debit cards reference the XXXX Each instance is outlined below for each card we received that we suspect fraud/theft on. Card number XXXX XXXX XXXX XXXX I opened the packaging for this card on XX/XX/XXXX and went to XXXX to see the balance of the card as this was the first time I was going to use it. The card balance was a {$1.00} which seemed odd for a balance of a card never used. I then went to the balance inquiry for the month of XX/XX/XXXX and it showed the card being loaded in XXXX NC XXXX on XX/XX/XXXX for {$150.00}. My wife 's sister lives in XXXX NC so this transaction makes sense. We live in XXXX XXXX  at XXXX XXXX XXXX XXXX XXXX, OR XXXX. Then the transaction history shows a purchase of {$140.00} in XXXX XXXX CA XXXX which is a place I have never heard of or have been too. The transaction happened for a purchase at XXXX. This is clearly a scam in terms of hackers and we never received the benefit of the {$150.00} gift card. Card number XXXX XXXX XXXX XXXX I opened this card a month ago in XX/XX/XXXX and tried to use it in the store. This card was a {$100.00} prepaid XXXX XXXX XXXXd. I have tried the card several times and tried to see the card balance on XXXX as instructed by the sticker on the card. I enter the card number to log in to their website and the website won't recognize the card. The card does not work and may have never worked as i suspect the card number was stolen during the holiday season of XX/XX/XXXX.

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