Consumer complaint received 2017-02-06
Company: U.S. BANCORP
State: TN
Product: Prepaid card
Sub-product: General purpose card
Issue: Unauthorized transactions/trans. issues

Complaint:
I was given a XXXX gift card ( U.S. Bank National Association, XXXX XXXX SD XXXX ) after my house burned down. On XX/XX/XXXX, I registered the card according to the instructions that came with the card. When I did I saw that the card had already been used at a XXXX in XXXX ( I live in XXXX, Tennessee ). I called the dispute center and was given instructions to send a PPD dispute by fax ( XXXX ) ( written statement of dispute as required by XXXX ) and a Lost/Stolen Replacement Card Request by fax ( XXXX ) for which I have fax receipts for both of these - they were sent on XX/XX/XXXX. When it had not been resolved I called U.S. Bank National Association at XXXX on XX/XX/XXXX. They told me they mailed me a XXXX ( XXXX XXXX of XXXX XXXX ) to complete and return. I had never received it so they faxed me a copy of the letter and XXXX on XX/XX/XXXX. I completed the XXXX and faxed it back on XX/XX/XXXX ( of which I have a faxed receipt ). On XX/XX/XXXX I called to inquire if the dispute had been resolved and they said that the case had been closed because they had never received the XXXX Cardholder Dispute. I explained that I faxed it the same day they faxed it to me and they said that they provided a letter to me that states that I must call them after XXXX hours to confirm that they received the fax because they receive XXXX of faxes a day. I have the letter in front of me and it does not state that I must call them to confirm receipt of the fax after XXXX hours. The fax receipt shows that the fax went through to their office. In any case, I actually did follow up at a later time, but did not write down the date. When I spoke to the representative, they never said they were missing anything, they just kept insisting that they have XXXX days to resolve the dispute and were in the process getting information from the merchant. 

In any case, I sent the initial dispute in writing within XXXX days as required by XXXX XXXX They have confirmed with me that they received that letter. It includes all the required information for the dispute as required by Regulation XXXX. 

I work in bank compliance. Regulation XXXX does not require a XXXX Cardholder Statement of Disputed Transaction to investigate or resolve a unauthorized dispute. This is typically something needed for ACH rules, which have nothing to do with a resolution of a consumer unauthorized dispute. In any case, I sent it to them, they lost the document and closed the file without ever following up with me on the dispute. I have never even received any type of letter/notice from the company regarding the status of the investigation. 

I have re-faxed the XXXX Cardholder Dispute on XX/XX/XXXX. I asked the representative to speak to someone in compliance or a supervisor but they said I can not talk to compliance and that they will put a note for a supervisor to contact me. I also asked for an email address to send a copy of the XXXX, but they said they do not have an email address. 

If I have counted correctly, my 45 days for a new account investigation of a dispute is up today. They have not resolved my dispute and have closed my case without notifying me or ever following up in any way on the dispute. They have put the blame on me not following up within XXXX hours of faxing the XXXX, when the letter they provided me never states that I have an obligation to make sure they do n't misplace the fax.

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