Consumer complaint received 2022-03-28
Company: U.S. BANCORP
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/XXXX, I purchased 10 general-purpose {$100.00} XXXX gift cards from XXXX XXXX. When I got home I took photographs of the backs of XXXX of the packages for my records. I did not take a photo of the XXXX because I didn't realize until much later that I had two photographs of one of the cards. 

I have a copy of the original receipt and the activation status receipt from XXXX XXXX. 

The back of the card package has the verbiage : " In case of loss or theft of your card, keep your purchase receipt or provide to gift card recipient ''. No where does it say that you must open the package and register using the 16 digit card number from the front of the card to obtain loss/theft protection. 

On XX/XX/XXXX, I gave all ten cards to my brother-in-law to assist him in driving from Colorado back to his home in Florida. 

On the morning of XX/XX/XXXX, he called us to let us know he lost the cards. He stated that eight of the cards when unopened/unused, one was partially used, and XXXX was completely used. 

I went to the US Bank website www.prepaidgiftbalance.com address provided on the back of the card package to report the loss. Their website required the 16 digit XXXX XXXX numbers to start the reporting process. I did not have this information because it is not visible unless the package was opened. The website did have a customer service number ( XXXX ) that I called. 

I talked to XXXX and she asked that I fax them documents asking for a loss replacement, copies of the receipts, a government ID, and my contact information. In addition to this information, I also provided the unique 30 digit card IDs visible through the package. I did fax this at XXXX am ( XXXX ). XXXX indicated that they should issue replacements in 7-10 days. I faxed this information to XXXX. 

After not being contacted in any manner by US Bank or receiving replacements, I made the same request a second time on XX/XX/XXXX. This second request indicated that I had already contacted them and had not heard a response. In this request, in addition to the original attachments, I also attached copies of the backs of nine cards showing the 30 digit ids.

The US Gift card cardholder agreement states " It can take up to 120 days to investigate ad resolve your claim. I waited the 120+ days and have not been contacted by US bank by phone, email, or by US mail. 

On XX/XX/XXXX, I made an appointment at the US Bank located at XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX. I met with XXXX XXXX at XXXX to review my issue and what I have done to date. At that time we contacted the customer service number listed above in a conference call. The call center agent asked that I fax the information in one more time and also include a copy of a bill proving my address. The bill proving my address was the same address I had provided as part of my contact information but is different from my Colorado State ID. We explained to the call center agent that in the state of Colorado, they do not issue replacement ID cards when you move. The call center agent asked that give them two days to start the replacement process and to contact them again. I faxed all the original documents previously provided and a copy of a bill at XXXX pm the same day. 

On XX/XX/XXXX, at XXXX, I contacted the customer service number to inquire about the status of my request. I talked to XXXX XXXX ( sp? ) and gave her the background of my requests. She was not able to look up the information using the 16 digit XXXX XXXX numbers which I did not have. She was also not able to look up my request using the 30 digit IDs I did have. She did try to look up the request by my name and address and was unable to locate any information. She then transferred me to XXXX who is a senior representative. She also offered to look up my request using the same contact information and I explained that XXXX had already tried that. She recommended that I go back to where I purchased the cards to get the 16 digit card numbers.

As the 16 digit card information is not visible through the packaging or on the receipts, I feel at this point US Bank has been provided sufficient information and time to replace my lost cards.

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