Consumer complaint received 2022-02-01
Company: U.S. BANCORP
State: GA
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:
The long and painful process of dealing with US Bank Gift Card Customer and Fraud Services. 
The packaging states " A XXXX  Gift Card is always enjoyed and never returned. '' Out of about 30 Gift Cards I purchased during XXXX, 2 cards were hacked and funds fraudulent stolen. 2 out of 30 ( 6 % ) were hacked. Once hacked it the card is not a joy and was returned to me. Clearly false advertising and their 1st broken commitment. 

-- - XXXX Two {$100.00} XXXX  Gift Cards were purchased at XXXX and activated. Total Cost {$210.00}. 
XXXX Daughter in Law received cards and attempted to use. Purchases had already been made and funds were gone. 
XXXX Cards were returned to me, she wanted no further involvement ( after all is was her present not punishment ). I Contact US Bank Gift Card XXXX. 
Waited on hold for more than 20 minutes. Was promised that cards would be reloaded over the next 10 days. 
XXXX A {$10.00} credit had been put back on each of the cards not the full {$100.00} ( 2nd broken commitment ). 
I again contacted XXXX, on hold over 20 minutes. Was told that I would have to have my Daughter in Law authorize my efforts to recover the funds on the card she had registered and wait on hold again. Asked to speak with a supervisor was put on hold for another 20 minutes and was cut off by XXXX. 
XXXX First complaint to the Consumer Financial Protection Bureau ( CFPB ). 
XXXX - Call from XXXX US Bank ComplainXXXX Department, XXXX ( XXXX ). The only way is to call the number on the card XXXX. 
XXXX - XXXX Customer Service. ( 30 minute wait ) Can not help me on the XXXX card since I am not the registered person. 
Held for Supervisor - 25 minutes, XXXX  Despite my Reasonable and justified request, she refused to process further unless my Daughter-in-law was on the line to authorize. 
XXXX I called US Bank Complaint person, XXXX ( XXXX ). He could not assist me further XXXX - Payment Services. 
XXXX ( XXXX ) - US Bank Card Services - XXXX - XXXX Customer Service. ( 30 minute wait ) XXXX  - Give me 1 minute to tie in my very busy Daughter-in-law. Took 3 tries to reach her. 
XXXX  can not transfer the card rights to me despite my Daughter-in-law specifically authorizing it. 
We were transferred to the Fraud Department - ( 30 minute wait ) XXXX - Asked if we contacted the Police or the merchants involved. Recommended that we file a police report, provide US Bank Gift Card with written forms, and provide copies of our picture IDs. US Bank does not require this in returning our funds. US Bank practices lost the funds before we could take any actions with the Gift Cards. We are not inclined to waste our or US Bank 's time in complying with further paperwork request. 
XXXX Received a XXXX Letter of Apology from US Bank in response to my Consumer Protection Financial Bureau ( CFPB ). 
XXXX Received a XXXX US Bank Dispute - Claim XXXX Resolution Letter for card XXXX. 
{$90.00} charge was a " error '' ( What? ). Final credited {$90.00} posted to my account. ( WHAT? ). Claim closed ( WHAT? ). 
XXXX Received a XXXX US Bank DisputXXXX - Dispute Form for card XXXX. Required to submit in 10 days to recover assets. Not a reasonable time frame given our situation. We were told reports were not required to gain recovery ( 3rd broken commitment ). 
-- - Rigid and senseless Customer Service practices makes the US Bank Card Services Customer Support painful and time wasting. None of the US Bank Card Service contacts provided any indication that US Bank Card had any interest in improving their process issues or adequately compensating their customers for time and frustration. 

US Bank Card process issues as I and my Daughter-in-law experienced : 1. Card sales practices that allow for such a high rate of Card hacking and fraud.

2. Despite knowing me and the card in the incident, they required involvement of my Daughter-in-law who had registered the card.

3. Their process would not transfer me to anyone higher in the Support chain to reach anyone that had authority to resolve the issue without involving my Daughter-in-law.

4. US Bank Complaint department provided no assistance or relief.

5. A 2-tiered process - first the Customer support then transferred to Fraud Department costing 30 minute waits each for a total of 1 hour. There is no call back in the Customer process, only wait on hold until an agent can answer.

6. They have no expedited process for existing known customers calling back, why should a customer with a current incident need prescreening again.

8. Multiple misleading, if not fraudulent, US Bank statements in writing and verbal. See broken commitments above.

7. Poor Customer retention - No compensation to me for the time and frustration their practices caused. 

I will be avoiding XXXX Gift Cards in the future and will recommend to anyone else to do the same.

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