Consumer complaint received 2020-03-03
Company: U.S. BANCORP
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
In XX/XX/XXXX, my credit card was hacked and fraudulent charges were charged to my account. Instead of contacting me, USBank Visa abruptly canceled my card. This normally would not have been an issue, but I was on vacation at the time and it was my only means of paying for my car rental and car rental insurance. That is when I first realized this company has truly awful customer service.

When I called to determine if my car rental insurance was still active, I was on hold for over 30 minutes. I then needed to be fully verified. This took an additional 20 minutes. This is an issue because 1 ) They use publicly available information ( They even admitted to this. ) and 2 ) They needed to send a text message to my mobile phone. 

To address the easy issue first, the text message. My phone is from the early XXXX and it can not receive a text message while I am on the phone. It has never worked and even though I can answer all of their other questions, I can not be fully verified. I do not have a different number to use to receive this text message, so it isn't like I can just call from another phone. While I was on vacation, I was sitting in the rental car office on hold for nearly an hour trying to ask a simple question that didn't need any verification anyway. All I wanted to know was if my insurance would still be covered. 

Since XXXX, I have been trying to get rid of my mobile phone and though USBank has removed my number, USBank Visa will not. So, I am still paying for a phone that I never use and I can't change the number because I can not be fully verified. When I explain this to USBank Visa I am told that I will get a call from them to verify my identity and then everything will be fine. I have been trying to get this call since XXXX. The last attempt was on XX/XX/XXXX. I was told they would call back within 2 business days. It is now XX/XX/XXXX and I have not received a call from them. 

The second issue revolves around them using information that anyone can XXXX to verify my identity over the phone. It wouldn't be so bad if they used the standard information, like SSN, address, birth date. But USBank Visa has crossed a line and gone into stalker territory. I have been asked about my father 's middle name, my brother 's address, the city I was born in, and the state that issued my SSN. Granted the last one is available online, but knowing my relatives and having this information connected to my accounts is crossing a line. I have told them this and told them I don't want this information attached to my account. Their response is that this information is publically available and therefore open to them. I respond with, " If it is publically available, then how can it be used to verify my identity? '' I usually get transferred to a supervisor who tells me that I will get a call, but never do. 

Through all of this, it has taken 2 months to get my new card activated, though in the meantime I was charged my annual fee. So, I am paying my annual fee even though I can really only use it now for less than 1 year.

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