Consumer complaint received 2015-06-15
Company: U.S. BANCORP
State: IL
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Deposits and withdrawals

Complaint:
We enrolled in the XXXX XXXX Rewards debit card program in XX/XX/XXXX. 

Promotional Reward Program Problems - Visa XXXX Debit Card : We had problems receiving our rewards from the beginning. We spoke with at several different customer service representatives through the card issuer on and off about the problem over many months, with our last conversations XX/XX/XXXX about the problem. Each time we were told a specialist would return our call but our calls were never returned. 

We were told by a card issuer service representative ( at that time XX/XX/XXXX ) there was over {$300.00} in rewards that were never issued to us, and that our debit card may have been provisioned incorrectly when issued. We were also told that the system was not functioning properly and that the reward information and amounts should appear on the customer debit/credit entry pad at the store when a reward is available, and at that point we should be able to see the reward amount and authorize the payout of the reward on that store visit/transaction. To this date that functionality has never worked. 

We have relied on the XXXX store cashiers to let us know when a reward is available. We believe that many of the cashiers did not offer the rewards because they were not trained correctly. To this day, many of the store cashiers STILL do not know how to apply a reward. 

We 'd like a full accounting of rewards earned and any rewards still due since the card was issued. We have spent countless hours of frustration on the phone and in person trying to resolve these issues. 

Direct Deposit Problems : XX/XX/XXXX Direct Deposit Problems : XXXX different direct deposits were not serviced correctly. I spoke with customer service representatives on several occasions between XX/XX/XXXX and XX/XX/XXXX. Each customer service representative we spoke with could offer no reason as to why the direct deposits were failing or give a solution to resolve the problem. Each representative also promised a return call from a specialist within XXXX hours. Our calls were never returned. 

Deposit Details : Initiation Date : XX/XX/XXXX - Trace ID XXXX - {$740.00} - FailedInitiation Date : XX/XX/XXXX - Trace ID XXXX - {$710.00} - FailedInitiation Date : XX/XX/XXXX - Trace ID XXXX - {$2400.00} - Succeeded. Previous failed deposits, along with a current deposit were combined and finally deposited successfully. 

XX/XX/XXXX Direct Deposit Problems : Deposit Details : Initiation Date : XX/XX/XXXX - Trace ID XXXX - {$770.00} - FailedWe have never had any direct deposits fail XX/XX/XXXX. I 'd like to know the reason why these direct deposits XX/XX/XXXX are failing and how to prevent it in the future. We need to be assured the problem does not happen again. Also, the customer service response is horrible. Not one time have our calls ever been returned concerning any problem by a specialist as promised.

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