Consumer complaint received 2021-03-02
Company: U.S. BANCORP
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
I purchased a number of pre-paid XXXX cards, issued by US Bank National Association, on XX/XX/XXXX, at a local grocery chain. My gift giving didn't work out as planned so I had XXXX cards that I now didn't need. I figured I'd pay bills or something with them, but eventually use them up. I thought the money was safe. 
A couple weeks ago, on XX/XX/XXXX, I finally tried using XXXX of them at an antique store and they said my {$500.00} card only had {$20.00} on it. I went home and called the help number and they informed me the card was not registered in my name and a number of purchases were made against the card in late XXXX. Furthermore, XXXX other cards I purchased at the same time had been spent, to some degree or completely, by a thief. They requested I fax in copies of my ID, the receipt for the card 's purchase, images of the cards -front and back- with the ID blown up XXXX XXXX and lightened by XXXX steps. They said I could call back on Monday and the people there could tell me that they've received my paperwork. I complied. 
When I called Monday, the lady said she couldn't see that they had received my fax and, perhaps, I hadn't blown up my license to exactly XXXX XXXX or maybe I hadn't written the card number or the " CID '' number on each and every page of the fax, because with out that, things might get mixed up. I re-sent the fax with blown up license and the CID number on every page of it. I waited XXXX business days, as the lady had suggested this time, and called today, on Monday XX/XX/XXXX. They STILL couldn't tell me if my fax was received, so their investigation could even begin. I presume that if their customers have failed to comply to the letter with some process for which even their own phone attendants are not fully knowledgeable, they just throw away your papers and pretend nothing happened. That's not good enough. 
Sir, or Madam, it's one thing that they insist I use an antiquated technology, the fax, as their preferred means of communication. And, if there had been ANY feedback from them, telling me whether my information was incomplete or too small or not light enough, I'd still be playing along. However, at this point, their apparent apathy toward my very expensive predicament leads me to believe that they are deliberately apathetic and are forcing me to seek satisfaction through some regulatory agency rather than honor the terms of their contract. 
If what our grocery stores are peddling on every isle 's endcap is little more than a plastic pick pocket for which the store or the card issuer aren't willing to take any responsibility, the practice should be outlawed. If they can't, or WON'T, protect the money I trust them to protect, then this product is defective and this company is liable. 
Please help.

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