Consumer complaint received 2016-05-09
Company: U.S. BANCORP
State: CA
Product: Prepaid card
Sub-product: General purpose card
Issue: Managing, opening, or closing account

Complaint:
US Bank Gift/Debit card - mygiftcardsite.com {$75.00} gift card Have made 9 phone calls and sent 12 faxes between XXXX & XXXX/XXXX/2016 and still do not have resolution My son was given {$75.00} US Bank Gift Debit Visa card as an incentive gift for school fundraising. The first time we tried to use it, it did not work so I tried to register it online. Registering it online was unsuccessful so I called the customer servicer number. 

Customer Service said that the request to activate the card had to be in writing and could only be done by fax, ( name, address, phone number, and a photocopy of the card ) to a ( XXXX ) area code activation number and I was told that it would " take a few days '' to activate once they had received the faxed request. 

The second time I tried to use it, again it was declined. Called customer service again and this time was told that earlier that day it had already been used and now had a zero balance. 

Once again, called customer service who advised that it may have been a 'misread ' ( I pointed out that the card had been in my possession when it was supposedly used XXXX miles away ) and advised that I should " wait a couple of days '' and call back to see if the charge was removed. Predictably, when I called back the charge was not removed, and was actually paid out to the merchant. More phone calls, finally resulting in, yet another written request, via fax, to another XXXX XXXX XXXX area code number. Again, needed to supply all of my personal information in writing to request a dispute of the charge. When I asked how long this would take or what to expect the answer was call back in two weeks. 

Two weeks later when I call the dispute has been resolved my in my favor BUT I have to make a written request for a new card. They can not add the money to the exsisting card and will only send a card after they receive a written request via fax that includes my personal information ( this time including my email address ). 

I have been trying to fax this request repeatedly since XXXX XXXX. I have called 3 times since then and have been given a different fax number twice and non of the numbers are working. I have pages of " failed '' status fax sends. 

This is ridiculous. The number of hurdles and barriers are far beyond the capacity of the average person to accommodate. For many, access to a computer, copier, or a fax is unrealistic, and there is no address to correspond by XXXX. 

If you search this card online it is pages and pages of " rip-off reports '' and complaints, and the stories are all the same, the cardholder goes to use the card and just before they use, someone else has charged the balance off of it and trying to resolve it becomes a tangled maze of phone calls without resolution. At this point, considering the exchanges I have had with this company, I am deeply concerned about having supplied my personal information. 

The level of incompetence and outright lies in my opinion is criminal at this point. XXXX ( on behalf of US Bank ) has done everything possible, short of disconnecting their phones, to ensure that costumers, myself included, do not get the money the card entitles them to. I am still owed a {$75.00} gift card. Please intervene on my behalf and all of the other consumers who have been defrauded by this partnership. 

XXXX XXXX - called to activate & sent fax XXXX XXXX - called because card was refused. Sent fax with photocopy of the card. 
XXXX XXXX - Call XXXX separate numbers to dispute the alleged charge & had to fax again with request to dispute. 
XXXX XXXX - Called XXXX status of dispute, money re-credited but have to send fax to request new card. Fax fails to this number repeatedly. 
XXXX XXXX - call again, no option for mail request. Given diff. fax number not working either. Enough is enough. please help

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 explanation