Consumer complaint received 2020-01-17
Company: U.S. BANCORP
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I would like to request some assistance. XXXX XXXX has a program where if you pay your cell phone bill with your XXXX XXXX you have Cell Phone Protection.

Ive been paying my bill with my XXXX   XXXX for many months. I called to file a claim at the beginning of XXXX and was told to use the website to file my claim. I tried but got an error message that says my account can not be found. 

I called the number listed on the site and they told me they could not find my account. They suggested I call the bank that owns the XXXX. US BANK. I did that and was advised that indeed I do have the protection. 

Frustrated I called back to the website number to find out how to file a claim. Again I was told my account was not found. I asked for a supervisor who did look my information and advised my account was not found. 
I called back to XXXX XXXX and was again advised I do have the protection as long as I pay my bill with the XXXX XXXX. I had a wonderful representative who took matters into her own hands and called herself. She conferenced me into the call and again we called the web number. We were again advised that my account was not found. They again suggested that I call the bank. She then advised that she was the shows that I do have the service. She was advised that I am eligible however the bank has to activate the service and they have not. She asked how to do that as she was in my account and per their information as long as I pay my cell bill with the card I do have the service. She was told it was the banks procedures and they did not know.

I only have 14days from when the cell accident occurs to file a claim. I asked what will happen as we are getting into the holidays. I was advised that I would have coverage as I have called in and it is documented.

The agent advised she was going to escalate it and I would hear back how to move forward.

So I waited and heard nothing. I called again and got an agent who could care a less. He told me that he sees all the notes and it was escalated and a supervisor would get back in touch. Again I said I only have so many days to file a claim. He said dont worry you will be compensated maybe we will give you extra rewards points or reimburse your repairs. I again advised that at this point I could not wait and needed to get the phone repaired/replaced. He said a supervisor would call me.

Well with no response I have called again. Once again I had a wonderful agent who tried to help me. No way. She called again and was told the same thing I have the service as long as I pay my bill with the XXXX XXXX. Of course they went round and around and she asked for a supervisor and was told the exact same thing. She went to three different supervisors in her company in different departments trying to get a resolve. Turns out one actually did call me back. At a phone number I havent worked at in over 3 Years. And they had documented my account that she called to tell me that I did have the benefit if I paid my phone with my XXXX XXXX. Apparently, she didnt bother to read any of the notes.

So this representative spent over an hour on the phone trying to get a resolve only to tell me that there really isnt anything more she could do again she would escalate it. However, a letter was sent to me and once I have the letter to call the numbers on it and ask for a supervisor and have them call a supervisor at the benefit/claim number and see if they could resolve the issue. 

Well as luck would have it we now have another phone that needs replaced. And I got the letter in the mail today. Guess what the letter says. Yep, you guessed it you do have this benefit if you pay your phone bill with your XXXX XXXX.

Ive obviously replaced one phone already and now I need help to get out of this hula hoop circle Im running in. What makes it worse is years ago ( 3 ) I worked for XXXX  and applied for the credit card as an employee. Funny enough the supervisor called me at a number I no longer work at and you guessed it, it was an XXXX  office she called. 

Please assist if possible.

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