Consumer complaint received 2017-11-14
Company: U.S. BANCORP
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
I received a XXXX {$100.00} gift card for XXXX XXXX drawn on US Bank. I had forgotten about until I went to use it this past XXXX XXXX. The front of the card has a removable sticker indicating that the card is already active and ready to use, with a telephone number explaining you can check balances, transaction activity " or register the card ''. I decided to call the company to register the card and check balances. I have never used this card and it has always been in my possession since receiving it. I was informed that out of the original amount of {$100.00} there was now only a balance of {$7.00}. I then contacted the telephone number on the back of the card XXXX XXXX XXXX for reporting lost or stolen cards. This telephone number was extremely small print and I needed a magnifying glass to read it. I spok with a female on the line and gave her all the information she asked for regarding the card. She informed me that a purchase was made with the gift card in the amount of {$92.00} on XXXX. She stated the purchase was made at XXXX meat market out of XXXX, California. I advised her I did not make this purchase, have never been to California and the gift card has been in my possession here in Michigan. Well after speaking with this woman for quite some time, she told me I had to contact another department and make a report. She advised me I would need the information she gave me regarding when, where and for how much the card was used for. I was then transferred and repeated all the information I had received from the first woman I had talked to. I was advised that I would have to make a formal complaint in writing and I could mail it or fax it to XXXX. The woman stated that I had to include the formal complaint the first six digits of the gift card and the last XXXX digits. I sent XXXX XXXX XXXX XXXX separate faxs on different dates, XXXX XXXX & XXXX, XXXX. The reason I sent XXXX ( XXXX ) separate faxs was because I was n't sure I included the right number of digits from the gift card. Also, at the time a talked with the second woman on the telephone, I was informed that I needed to put a block on the gift card for the remaining balance of {$7.00}. I was given another telephone number and advised to call. When I called to have the remaining balance blocked because of the fraudulent activity I had discovered I was informed it would cost me {$5.00}. I informed the woman I was not going to pay {$5.00} for a remaining balance of {$7.00}, which in essence is me ending up with a remainder of {$1.00}. Finally she agreed she could waive the {$5.00} and send me a replacement for the remaining balance of {$7.00}. I said I would actually rather wait for the whole {$100.00} to be sent at one time after their fraudulent investigation was complete, but she said they could n't do that. Well I waited for approximately a month after faxing my formal complaint and never received any follow up from this gift card fraud department. I finally card the cards fraud investigation department and was informed my complaint had been denied. When I asked for the reason I was told it had been over 120 days since I received my statement and I failed to report it. I tried to explain that this was a gift card and I never received any statements for it, and the investigator basically told me it was too bad. You could imagine how upset I had become after all this XXXX I was told to do for this investigation to even get started and then never receiving any updates and then subsequently saying it was denied. I believe I did say some choice words, but eventually apologized. Well, that aforementioned is most of what I can remember of this incident and would appreciate a follow up from your agency. I really believe, especially with the holiday season upon us, that consumers need to know more about these gift cards and the banks that handle them. Thank You,

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