Consumer complaint received 2022-01-07
Company: U.S. BANCORP
State: LA
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
I need assistance in escalating my case so it wont be another month before I have access to my paychecks. I have done everything I have been asked to do in order to unlock my card and at this point I feel like customer service has no intention of unlocking the card no matter what documents I send to every fax number theyve given me, no matter how many times I send them. In one of the calls I recorded with customer service the representative even agrees with me that it sounds as though Im being messed with. Please, help me to resolve this quickly. 

On XX/XX/XXXX a return of {$350.00} was mistakenly issued to my US Bank Focus card when the original purchase was on my Metairie Bank card. Due to this error US Bank proceeded to freeze my account without informing me. I have been trying to resolve this issue since XX/XX/XXXX still with no resolution in sight. 

When I called customer service on XX/XX/XXXX, I was told that to unlock my account I would need to fax ( XXXX ) the receipts from the original purchase as well as the refund, drivers license, social security card, and a letter written by myself explaining the situation. The other option I was given by the customer service representative was to have the merchant, XXXX XXXX XXXX, contact the credit card processing company, XXXX XXXX, and have them force post the refund off the US Bank XXXX card. XXXX XXXX, the owner of XXXX XXXX XXXX, contacted them and was told that XXXX XXXX is unable to take the refund off of the XXXX card. 

Unfortunately, I no longer have the receipts and XXXX XXXX XXXX couldnt find the merchant copies after looking for a week. On XX/XX/XXXX I faxed ( XXXX ) XXXX a printout from Metairie bank of the original purchase, the original handwritten layaway receipt from XXXX XXXX XXXX, a letter explaining the situation, my drivers license, and my social security card. 

On XX/XX/XXXX I called and was told that they never received the things I faxed on XX/XX/XXXX. 

On XX/XX/XXXX I sent everything from XX/XX/XXXX a second time after confirming that the fax number I originally used was correct. 

On XX/XX/XXXX I called and was told that the receipts needed to be sent and I explained for the second time that I didnt have the receipts which is why I sent the printout from the bank and the handwritten layaway receipt. I was then told XXXX XXXX XXXX needed to fax ( XXXX ) XXXX a letter on the company letterhead including the purchaser 's name, the last four digits of the XXXX card, and an explanation of what happened, signed by the store manager. The manager faxed the letter and also included his contact information in case US Bank needed any additional information. 

On XX/XX/XXXX I was told that my drivers license was too dark and was unreadable and that I needed to enlarge it by 200 % and lighten it by 2 shades. I did those things and on XX/XX/XXXX I faxed ( XXXX ) XXXX ) it again. 

On XX/XX/XXXX I called and was told that my fax was received and my drivers license was fine but they couldnt give me a resolution until Tuesday night or Wednesday morning. 

On XX/XX/XXXX I called in the evening, spoke to a supervisor, and was told that they received my driver 's license but again it was too dark and I needed to enlarge it by 200 % and lighten it by 2 shades. I told her I had already done this and she insisted that I needed to do it again and submit it online through the US Bank website. I tried logging in but my account is locked due to this situation so I cant login to the website until this is resolved. Every copy of my drivers license has looked fine on my end so the issue seems to be with US Banks fax machine. At this time Ive called customer service at least a dozen times, sent 13 faxes, been given 4 different fax numbers after being told that the other fax numbers arent used, had a customer service representative hang up on me after telling me its impossible to speak to a supervisor because supervisors will only speak to me through email but I wont be able to respond any email they might send, I asked if it would be possible to email a picture of my drivers license and at first was told that theres an email address but that I cant have it then was later told by someone else that there is no email address and that everything is done by fax. I have spent hours on the phone and faxing things to try to resolve this. 

On XX/XX/XXXX I called again, this time to ask them to release at least my payroll if they couldnt release the disputed amount. I was told that the account would not be unlocked until they received the original receipts which are impossible to obtain. I was told that they never asked for all of the documents I have faxed. I have recorded phone calls with them about all the documents theyve asked me to fax. I asked for the phone number to the legal department and was told that getting that phone number was no problem. I was then transferred to a supervisor who said there was no phone number there was a po box address where I could mail my complaint.

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