Consumer complaint received 2021-08-04
Company: U.S. BANCORP
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
This email was sent to US Bank on XX/XX/2021. The complaints to them began on XX/XX/2021 and they responded with a letter that was untruthful on XX/XX/2021. They should have responded within 15 days, but NEVER did : Please send this email to the Office of the President as this is a response to their letter of XX/XX/2021. I can't give you a name because THERE ISN'T ONE anywhere in the letter. 

I finally received a letter from you today. This IS NOT the letter supposedly sent on XX/XX/XXXX, nor a copy of it supposedly sent XX/XX/XXXX. It is obvious that there has been no investigation of my issues that was sent to you on XX/XX/XXXX with 2 follow-ups a couple of days later. Yes, you have been phoning both me and my son AT XXXX XXXX  here in California. You never left voicemail and the only ID from you was Illinois. When customer service did reach me, I informed them that I can not hear them. I asked that they just send the letter from the alleged investigation. They are no longer trying to call me, but are continuing to call my son at XXXX. STOP calling my son. He has my card in his name because he needs to purchase things for me because of my XXXX. If you had reached him, you would have made 3rd party disclosure, which, as you are very aware is prohibited by both state and federal law. 

I am unable to sign-up for alerts because you require a mobile phone to do that. As I have informed you many, many times, I DO NOT OWN a mobile phone. They are not made for people with hearing problems that XXXX  XXXX can not help. You have lied by stating that I declined to allow you to contact me. That is one of many lies told to me by your customer service person AND her supervisor. By law, you are required to tell me when my card is blocked or cancelled. You ARE NOT doing this. 

IT WAS INTERESTING that several hours after talking to the supervisor, I suddenly received by email a notice that my card had been reported lost or stolen. This was an abject lie, as I informed you. There was ABSOLUTELY NOTHING wrong with my card. There was NO fraud. The supervisor informed me that you unilaterally had not blocked my card, but had cancelled it. Neither woman would explain why this happened. 

If you will check my charging history, there are many other charges for over {$100.00} to get food delivery that were never blocked. In the last 10 years, I have had my card blocked numerous times when I try to buy XXXX groceries. We shop only one time per month and the charges are typically {$250.00} to {$400.00} dollars. Before the pandemic, when we still went to the XXXX store, we would shop for up to an hour and then waited in line, only to have the card declined. We would then have to leave the food and drive home to contact customer service. Until last year, we were NEVER told that you had blocked my card for trying to made a normal purchase. Customer service Never transferred me to the fraud division. They simply told me that there was an error and they would fix it. We then had to drive back to the store and waste another hour again making our purchases. 

With both my cards ending XXXX and the current XXXX, when I activated them, I tried to order online purchases of less than {$20.00} only to find that you had again blocked the card. Why would you immediately block a newly activated card? I am unable to hear any of your fraud or customer service people and they refuse to speak up. 

Your automated detection system has some real issues and I suggest you fix them. 

As an attorney, I am appalled by your company 's treatment of it's customers. 

I have been with you now for 23 years. 

Contact me by email or letter as to what you propose to do to fix my issues, especially lies told to me, almost every call, by customer service and the fraud division and your office. 

They are still not responding to any emails and have again blocked my card when I tried to order our monthly groceries on XX/XX/2021. 

Please help.

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