Consumer complaint received 2017-06-23
Company: U.S. BANCORP
State: MD
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Unexpected or other fees

Complaint:
On XX/XX/XXXX, I purchased three ( 3 ) prepaid XXXX  issued by US Bank at my local XXXX  store in XXXX, Maryland. Each card was loaded with {$200.00}. So the three cards were totally loaded with {$600.00}. On XX/XX/XXXX, I was ready to use those three prepaid cards and only to found out online ( XXXX  ) that the three cards were fraudulently used on XX/XX/XXXX at XXXX XXXX XXXX, CA. The first card ending in XXXX was charged {$83.00}, {$50.00} and {$50.00} in three separate transactions that were 1 second apart. The second card ending in XXXX was charged {$100.00} and {$25.00} in two separate transactions that were 1 second apart. The third card ending in XXXX was charged {$50.00}, {$50.00} and {$75.00} in three separate transactions that were 1 second apart. I live in Maryland and those fraudulent transactions were made onXX/XX/XXXX in California. I have the prepaid card in my possession the whole time. Those charges were 1 second apart, and clearly they were fraudulent charges.

I called the customer service at XXXX   immediately onXX/XX/XXXX to report the fraudulent transactions on the three cards. They opened cases and requested me to fax them copy of receipt or front and back of cards, my first and last name, my address, my email address and phone number, handwritten card numbers and my signature for replacement cards. They also asked me to send another fax for refund, which requested me to include the prepaid card numbers, my name, address, detailed information on the fraudulent transactions, dollar amount, merchant name, reason for the dispute and my signature. I faxed all the requested supporting materials to them on XX/XX/XXXX  and XX/XX/XXXX.

On XX/XX/XXXX,XX/XX/XXXX and XX/XX/XXXX, They send me " Cardholder Statement of Disputed Transaction '' forms for the three cards and I filled out the forms certifying that the charges were fraudulent and were not made by me. I faxed the forms back on XX/XX/XXXXXX/XX/XXXX and XX/XX/XXXX.

On XX/XX/XXXX andXX/XX/XXXX, I received letters from them denying my claims. They mention in the letter that after " thorough investigation '', they decided that " No error occurred or that an error occurred in a manner or amount different from that described by you. Specifically we noted that the following reason for denying the claim : Insufficient information was obtained from cardholder to identify the disputed transaction and/or disputed amount '' This is outrageous. I provided all the information they asked of me. All the fraudulent transactions date, time, location ( in the state of California ). I live in Maryland and those fraudulent transactions were made on XX/XX/XXXX in California, four days after my purchase of the three gift cards. I have the prepaid card in my possession the whole time. Those charges were 1 second apart, and clearly they were fraudulent charges.

I looked up on the internet and found out there are quite a lot similar cases regarding fraudulent transactions on the prepaid XXXX issued by US Bank that were purchased in XXXX  store. I spent countless hours calling the prepaid card service and collecting and faxing massive supporting materials they requested and they denied my genuine claim using some made-up excuses. The merchant is not willing to stand behind products they sell. This is not acceptable and is a severe infringement of consumer rights. As a victim and as a last resort, I herein come to consumer financial protection bureau for help and I sincerely hope that you can stand besides our consumers and fight for us as you always do.

Thank you very much for your help. If you need any supporting materials, please feel free to contact me.

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