Consumer complaint received 2015-05-21
Company: U.S. BANCORP
State: CA
Product: Prepaid card
Sub-product: General purpose card
Issue: Unauthorized transactions/trans. issues

Complaint:
I purchased multiple Visa Gift Cards in XX/XX/XXXX, supplied by U.S. Bank in {$500.00} denominations. I experienced problems with XXXX out of XXXX cards I purchased. 

XXXX of which experienced fraud within 3 days of purchase, and am currently working with the bank to resolve this. XXXX were immediately locked up when I attempted to use them. When I inquired, the CSR informed me the card number was flagged for fraud in XX/XX/XXXX, 8 months prior to the purchase date. 

For the XXXX cards experiencing fraud, I submitted disputes in XX/XX/XXXX. I followed-up after a month, and they informed me I did not respond to the affidavit. It was never received. I asked for them to mail another. Around mid XXXX, I received an affidavit, but received it within 2-3 days of the response deadline. I called and asked if that would be a problem, and I was informed no. 

A month later, I called to ask for a status. I was informed once again the affidavit was not sent back and the case has closed. I called and asked for another, and clarified there are XXXX cards, and whether I should be receiving XXXX affidavits. I was informed one will be fine since all were faxed together. 

I followed-up in XXXX and was told it is being processed. I received a replacement card in the mail as well. I called to check the status and was told everything is being handled, and the funds would go back to the card when the disputes cleared. 

I just called back XXXX XXXX, about a month later, and was informed XXXX of the cases has been closed because an affidavit was not received. Turns out the card I received is also for XXXX of the closed cases. only XXXX case is pending and I was informed it would be another month before I would have an update ; XXXX XXXX. With their track record, I doubt this will be true. 

As for the XXXX closed cases, I was told they can not process charge-backs anymore due to the amount of time that passed. They requested I send in a Letter of Consideration via fax, with the same paper-work I faxed over back in XXXX. This is where I finally decided to submit this complaint. The amount of fraud experienced is ridiculous already, but the customer service and flaming hoops they are making me jump through is even worse. In no way was this my fault. 

As for the XXXX cards which were flagged for fraud 8 months prior to the time I purchased them, XXXX has been resolved and the second is quite a hassle. The XXXX took almost 2 months and everything resolved to my satisfaction. However, I submitted both requests same day, XXXX separate faxes. I received XXXX replacement but not the XXXX. When I called to inquire why after waiting another 2 weeks, I was informed they have no record of the XXXX card. I now have to resubmit for the XXXX card. 

Which ever company owns the customer service line for mygiftcardsite.com is horrible, and U.S. Bank has some serious fraud problems. I actually XXXX searched this issue and their are countless stories. There should be compensation to all purchasers of these gift cards, and if no compensation, U.S. Bank should be severely fined for this. this is insane negligence and poor security. I fear for those who use their Checking/Saving, and credit services.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief