Consumer complaint received 2018-06-16
Company: U.S. BANCORP
State: CA
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:
I received the {$100.00} XXXX Debit Gift Card # XXXX on XX/XX/XXXX. ( SEE ATTACHMENT ). It was a XXXX gift to my son and myself from our dear friends XXXX and XXXX. At that time, I confirmed the balance amount of the card to be {$100.00}. I registered the card online. This original card and PIN # paper have been in my posession since I received the card as a gift back in XX/XX/XXXX. I had never used the card. The card has never left my posession. It is now XX/XX/XXXX. 

On XX/XX/XXXX, I called the # on the back of my card to check the balance of my card. The system confirmed the balance was {$100.00}. I still had the card and PIN # paper in my posession. I had not yet used the card. The card has never left my posession. 

On XX/XX/XXXX at approximately XXXX PST, I called the # on the back of my card to check the balance as it had been a few months since I confirmed {$100.00} was on the card. I was planning to take my son shopping for shoes and again, wanted to confirm funds were there before taking my son shopping. 

I entered the 16-digit account # on the front of the card and waited to hear the balance. The automated system said the balance was " XXXX. '' My heart dropped to the floor. I could not believe it since the card said it had {$100.00} balance, so I called the balance inquiry # again. Again, it confirmed the balance of the card was " XXXX. '' I immediately patched through to speak with a representative and got " XXXX '' on the line. I explained the issue -- that I went to check my balance on my gift card ending in XXXX, and that it was supposed to be {$100.00}, but is now " XXXX. '' I explained to her that I received the card as a XXXX gift in XX/XX/XXXX, confirmed the balance at that time, registered the card, never used it, confirmed the balance again on XX/XX/XXXX, but now apparently the card has a " XXXX '' balance. She put me on hold for about 5-7 minutes, came back and said she could not help me any further, that the account and card were " locked and under review. '' I asked why was it under review ( when I am the original card holder and had just confirmed the balance a few months ago but have never, ever used it ), who locked my card, who's decision was to do this, when did it happen, etc. I asked her how this could happen. She refused to tell me anything further other than it was " under review and the funds can not be reissued at this time. '' I spent the next 15 minutes pleading with her to tell me something - that I am the rightful owner of the card, I received it as a gift, I had registered and confirmed the balance a few months ago, I have the card & PIN # in my posession & have never used the card yet now the balance is XXXX ( when it should be {$100.00} ). Again, she refused to say anything further and read a pre-written statement of stating the " card is locked and under review. '' I continued to ask to please give me more information - that essentially my card and funds were being " held hostage '' without my knowledge, approval, etc, and why U.S. Bank can do this WITHOUT the original card holder being notified of it happening in the first place. She once again refused to answer any information. I asked to speak with a supervisor. She simply read her pre-written statement again, saying nothing different. I asked for her to leave notes in my file of our phone call, so I could have proof I was calling in to report this about my card. She did not answer and simply read her pre-written statement again. I asked to file a fraud claim. She did not answer and simply read her pre-written statement again. I asked her if the call was being recorded ( as I wanted them to record the call so I could have proof this was happening ) and she stated yes. Once again I tried to obtain additional information - including WHEN the " review '' will be complete, but once again she did not answer and simply read her pre-written statement to me once again. After nearly 20 minutes of this, tears and frustration beyond belief, I said goodby and hung up. 

That same evening, XX/XX/XXXX, at XXXX XXXX, I called the tel. # on the back of the card once again. I wanted to try to speak with a supervisor. This time I spoke with representative XXXX, who seemed more willing to try and help me versus the rep I spoke with before ( XXXX ). I explained to XXXX what was going on, and that essentially without my knowledge or approval or reason " why, '' my card had been emptied of the {$100.00} balance by U.S. Bank on XX/XX/XXXX and was now in limbo ( ie, locked & under review by U.S. Bank ).  XXXX did confirm the card was locked and the account was being reviewed. She seemed more empathetic to me and wanting to help. She stated I could call in to check the status of the card but that she did not know " when '' the review would be done. Furthermore, even though I kept asking, she could not tell me why this happened in the first place. She confirmed that the company had did a " debit adjustment '' on my XXXX gift card on XX/XX/XXXX ( SEE ATTACHED DOCUMENTATION ) and locked the card. I asked why would they do that, as I am the original card holder, the recipient and I have the physical card & PIN # paper in my posession ever since I received it as a XXXX gift back in XX/XX/XXXX. I also told her I have all the account information ( that I accessed my card in my online account ) and essentially, had everything. She did not know " why '' U.S Bank did the  debit adjustment on XX/XX/XXXX. Once again, I pleaded for more information, as I was ( and still remain ) completely in the dark why this was happening to me & my card. She offered if I would like to speak with a supervisor. I stated I would and she put me on about an 8 minute hold. 

Once XXXX connected her supervisor, XXXX, to me, I spoke to him for almost 25 minutes. I once agian explained what was going on, and that I needed answers to why my card is locked, fully emptied of its original balance ( {$100.00} ), under review, and that NO ONE at U.S. Bank will tell me WHY this happened in the first place. XXXX did not give any additonal information, he too, read the pre-written statement XXXX ( the 1st rep I spoke with ) said over and over again on my first call. XXXX only suggested I call in to check the status of the card, and that I could do that each week. I stated why it's even under review in the first place -- why U.S. Bank decided out of the blue to do this to MY card. What was the reason to do this? Who decided it? What are they reviewing? There were NO purchases on this card. There was NO activity on this card. The attached documentation show it was purchased in XXXX XXXX and in XX/XX/XXXX U.S. Bank debited it for the full amount of the original card ( {$100.00} ). I stated the card has been under " review '' since XX/XX/XXXX ( SEE ATTACHED DOCUMENTATION ), and that it is now XX/XX/XXXX, and why, as the original card holder and recipient, that I can not obtain information about my own card. He stated the same pre-written line XXXX first did, that it was locked, under review, etc. I once again pleaded for more information, and that I wanted to immediately file a claim of fraud. He refused, stating I could not do that, stating since the card is " locked and under review '', I would have to wait for the " outcome '' of the review and then at that time ( when the review is complete ), only THEN could I file a claim of fraud if I did not agree with the outcome! Huh??! I once again asked who, why, when, etc this decision was made, that this is my card, I haven't done anything with it or used it, the balance has been completely emptied and that U.S. Bank is basically holding it and my funds hostage. I stated how can U.S. Bank ARBITRARILY do this without me, the ORIGINAL card holder 's knowledge, approval, etc. I emphasized I was stunned, shocked and bewlidered why they could simply empty my card of its original funds ( I personally confirmed ). I questioned who would make such a decision without the knowledge and approval of the original card holder -- ME! I stated I simply wanted to use MY gift card and that they, U.S. Bank, are doing everything they can to prevent me from doing that. XXXX did not give me any further information, only stating that I could continue calling in to check the status of the review, but he could not do anything to or with the card to help me until the " review '' was completed. Since I wanted this call with XXXX ( as well as the calls with XXXX XXXX XXXX ) fully documented, I asked XXXX to please put notes in my account in regards to this phone call ( & told him that there should be notes that XXXX XXXX XXXX took as well ), because I wanted proof that I tried on 3 different phone calls to obtain information and help from U.S. Bank regarding my gift card, and that they are, essentially road blocking me and refusing to help me, the consumer. After almost 25 minutes on the phone with XXXX, my child at this point was begging me to put him to bed since it was late. I could no longer stay on the phone with XXXX who was not giving me any further information nor allowing me to file a claim of fraud. 

U.S Bank has been and remains to block me from obtaining information about my gift card. I am stunned they can arbitrarily decide to take MY gift card, debit the original funds ( {$100.00} ) and lock it so they can " review '' it -- for exactly what? I am the owner of the gift card. I have the gift card in my posession. I was a XXXX gift! No one told me ANYTHING other than it is locked and under review. WHO had the authority to do that in the first place? Was this card fraudulent in the first place? Did U.S. Bank knowingly sell " bad '' pre-paid gift cards and now they are allowing possible criminals to convince them to " lock '' carwds from rightful owners so the thieves can obtain the funds? What else could it be? What other company would do this to a consumer? 

There was {$100.00} on my gift card. I have the physical card & PIN #. The card is in my posession. I have NEVER used this card and went to use it for the first time on XX/XX/XXXX, but clearly could not! How are they allowed to do this, CFPB, and hold my funds and refuse to help me? 

They are a gigantic, national corporation who does not care about the consumer, nor trying to help them. They purposely put up road blocks so the rightful OWNER of the gift card - ME - is completely shut out of THEIR funds! What happened to my card that they decided to lock it, empty the funds and " put it under review? '' Why would this happen in the first place? Is U.S. Bank selling pre-paid gift cards that can be compromised possibly by other parties ( than the rightful owner themself ), and when the rightful owner tries to file a claim, obtain more information, obtain their funds, use their own card, get ANSWERS, U.S. Bank simply gives excuses , road blocks and NO help to the rightful owner -- me??! It is clear they do not care about the cosumer. They don't care that I am the rightful owner and have had the card since the day I received it. They refuse to talk to me any further. 

This is beyond wrong and most likely illegal in so many ways. How can they stay in business, CFPB? How can they do this to the consumer? All I want is my rightful gift card back and to shop with my son. I am beyond upset and sickened they took my gift card account #, locked it, and emptied it from its original balance of {$100.00} for NO apparent reason. I was not told. I was not notified. I was not asked. WHO did this? Why would I, the rightful owner, be locked out of my own card? Why does U.S. Bank refuse to help the consumer?? 

I am attaching ALL documentation for the CFPB to review and forward to U.S. Bank. I am willing to sign an affidavit stating this is my card and that I received it as a gift, and that I have never, ever used it. 

Please, CFPB, help me. I am nothing but a lone consumer trying to fight for what is rightfully mine. U.S. Bank is a huge corporation lthat clearly does not care about helping me, a single mom, simply trying to use her OWN gift card, for her son. They clearly do not care about answering my questions, giving me information, or trying to help me in resolving this huge issue that this has now become. I am once again in tears and crying. I am beyond upset about this and now my poor son is too. I ask you CFPB, for you to please help me resolve this issue. I simply want back what was gifted to me and my son back in XX/XX/XXXX -- my {$100.00} XXXX Debit Gift Card # XXXX. Thank you for your help, CFPB. You are our last hope to resolve this issue.

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