Consumer complaint received 2017-09-12
Company: U.S. BANCORP
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Problem adding money

Complaint:
This is regarding a XXXX 's XXXX Rewards prepaid XXXX card. 

XXXX/XXXX/XXXX XXXX I made an " in-store load '' with cash of {$440.00} XXXX XXXX XXXX XXXX XXXX dollars and XXXX. ) I was in a hurry to make my car payment that was over due via the telephone using this prepaid card. 
After loading the card, I called the loan company and tried to make a payment which was declined. The loan company was closing soon and I was concerned if I did not get a payment in that my car would be repo-ed. 
Quickly I called the customer care number on the reverse side of the card and the automated info did not reflect any such deposit. I never had to wait for any cash loads I had ever made on this card. The XXXX 's customer service agent had some kind of a weird technical glitch happen on her register when I loaded the cash to the card, and she explained that due to whatever unknown glitch that she was not able to print or reprint a receipt for me. My exact response to that was " Great, I hope because of this that it wo n't end up being a problem for me some where down the line. She assured me there was no problem and that the money would be added the card. She told me sometimes you have to wait up to XXXX minutes for the card balance to reflect the cash load. I asked her to double check the transaction as well as the info she was giving me as for I had been using the card couple months and this was the first time I ever had to wait for the card balance to be credited. 
Being the loan company was closing soon, and being that I was in a rush to get that paid and pick someone up from the airport, I decided that I would follow up with that credit later and in the meantime just load another cash load to the card that I hoped would be loaded quickly like it usually is and get that car payment in. So ... on ... 

XXXX/XXXX/XXXX XXXX I made a second cash " in-store load '' via XXXX 's customer service counter and this time for the amount of {$400.00} XXXX XXXX XXXX dollars and XXXX. ) That loaded immediately to the card, I made the loan payment and rushed off to the airport to pick up my mom & brother coming in from XXXX. 

When I got at home, I was consumed with visiting with my family and thought it would be a great idea to stash that extra cash load on the card to cover my XXXX old son 's XXXX presents. So I tossed it in an old purse until XXXX XXXX. 

In XXXX, I was very upset to call and check the card balance and find that {$440.00} cash load that I was not given a receipt for, was never added to the card balance. Therefore, I went to view the XXXX account online to see if there had been any fraudulent transactions that may have taken or used that money. I pulled up the statement and the statement shows the in-store cash load both the {$440.00} & the {$400.00} and there were no transactions that used the money as for it was never added to my card balance. 

I called the customer care number and explained the situation in XXXX XXXX and I was asked a lot of questions and told that a report was being filed and forwarded for investigation to their fraud department and that the {$440.00} would be added to the card balance within XXXX business days and if more Info was needed before the money was added that I would receive a call or email from an XXXX. I was given some " Ticket '' number that I wrote down and lost the notebook I had written that, and the date and person I spoke to. It was a XXXX minute very long call, on hold waiting for supervisors and for policies to be confirmed and then transferred etc. 

In 3 days I called the care number again, checked the card balance and verily disappointed found that no money had been added to the card. 

So, again I called back, about a week before XXXX and when I explained the situation, the care representative said they did not see any report filed nor had the account been notated of any such occurrence, nor had anything about this been filed with their fraud department that the rep could see. 
I just could n't believe I spent all this XXXX minutes on a call and being transferred and put on hold and asked questions and more questions and put on hold again and giving dated and times etc and then they have no such report or complaint filed. So I set the task aside until after XXXX and the new year. 

In XXXX of XXXX, I went online and viewed the statements again and clearly see the mistake and then become discouraged as for the website has a clause that says that any transaction disputes must be made within XXXX XXXX of the reported error. 

Really sure I disputed the error the very first day when I called the care number and reported I made a cash load in store, that the rep said she could see the cash load and that probably due to whatever glitch the cash register had was what was stalling or slowing down the process of those funds being added to my prepaid card balance.she said they never have any problems with the in store cash loads and i took for granted that I had n't either and in good faith believed it would be added no problems. 

Thank you and please let me know if you need anything else XXXX, XXXX XXXX XXXX

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