Consumer complaint received 2022-09-12
Company: U.S. BANCORP
State: WA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
So around mid XXXX around the XXXX maybe I noticed that as soon as I received the text saying that I got my child support that I received another one saying that my balance was zero this also happened on XX/XX/XXXX prompting me to call into US Bank who told me that they could not do much but disputed cut off my card and send me another card it took about 2 weeks to get the card in about 2 weeks after that to finish the dispute as that happened the month of XXXX 's child support came in too and they replaced that which they had lost the first time as soon as they did that it was all transferred out within minutes of me getting it. Again I called complaining to US Bank telling them that it has to be internal that I had my car and that nobody knew the number they said again they will cut the card off and send me another card but this time they will send me a password to change my website connection the password that they send me would not let me into the website because the culprits had changed my address the number that the Text come to in my email address. For the next month each time they will put the money on it would be taken via electronic bank transfer. I called back in at the end of XXXX to file another dispute telling them that this way is not working could I get a paper check they told me that all they could do is cut off the card and send me another one and put a password on my account on XX/XX/XXXX in the Mr traveling into my grandmother 's funeral I tried to make a purchase to get some gas and found out that {$2000.00} had been taken off the card once again. I promptly called the dispute company and told them and they made me go through the process again still not fixing it I asked him for a paper check and they said they would look into it and talk to their supervisor. On XX/XX/XXXX while I was walking through the process with a supervisor teaching me how to load it and take it off the card while she was on the phone they stole it again and stole {$2000.00} again for me. This time while supervisor was on the phone with me she told me she will probably start to dispute but then we were disconnected I waited for like a month and then I called back asking about the dispute and they said that I hadn't started a dispute and that they would start it on XX/XX/XXXX. On XX/XX/XXXX I called again and said that I had just received the dispute papers and was filling them out and turned them right back in on XX/XX/XXXX. I waited a couple days then called in on the XXXX to find out the status and they said that they had not received them yet the woman was wondering why it hadn't been received and she took a particular note on it told me to call back on that Tuesday which was the XXXX I called back and they said that it hadn't been logged in the car back in a couple more days. When I call back they said that there was an error because I waited too long to file to dispute. It's in the next couple of weeks I kept calling to check back on the status of it and the file anymore documents that I needed to and then on the XXXX they told me that my dispute was not processed and that they would send me the information telling me why they didn't ever send me the information they sent me a piece of paper saying the exact same thing they said after which I filed a complaint with the trade commission with identity theft.gov and with the police about the police report the police officer woke me up to US bank and talked to a supervisor and they said that US Bank relied card is in a separate building they gave us all the information and tried to call but even then she was 27 people in line and queue I tried to call for my phone I was 40 and the police officer try to call from his phone and he was 37 after several attempts to fix it the police officer said he would write it in his report and I begin to file my complaint with y'all said he would even follow the suspect least if US Bank would provide it because he sees that I can't do it cuz of the speed of which is withdrawal

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