Consumer complaint received 2016-11-27
Company: U.S. BANCORP
State: OH
Product: Prepaid card
Sub-product: General purpose card
Issue: Unauthorized transactions/trans. issues

Complaint:
I purchased XXXX XXXX XXXX cards recently, and loaded {$500.00} on each.I have had major issues with XXXX of the XXXX cards. 

When I have called into the customer service number XXXX, I received inaccurate information and was talked to in an inpolite and inappropriate manner by customer service agents. On XX/XX/2016 at XXXX pm, I placed another call to resolve yet another issue, and spoke to an employee who was nearly crying and appeared on the verge of an emotional breakdown. I explained to the employee that the problems I was calling about were not my fault and I was simply seeking a resolution to them. This employee was extremely unprofessional and nearly broke into tears at several points in the conversation, despite my calm and polite demeanor throughout the call. 

I was simply calling about XXXX major issues I have had with my prepaid cards which are as follows : Issue XXXX : The first card I purchased did not work - I was told by the customer service agent on a previous call that it was a defective card and that they would be sending me a new card to use by XX/XX/XXXX. This has caused a significant financial hardship to me by creating a period of time when I did not have access to the {$500.00} XXXX put on this card. Issue XXXX : The card I purchased ending in **** was used to make a purchase of {$380.00} for a lodging rental. However, my card was charged {$440.00} - an extra {$58.00} dollars that I was unaware of. 

This also caused a financial hardship by having less available on my card than what I had planned. This is what I called the customer service agent about on XX/XX/2016, when I was spoken to rudely by a customer service agent who was on the verge of an emotional breakdown. The customer service agent then explained to me that for lodging or rentals, an extra XXXX % is taken off of the card and returned 21 days after purchase, in case it is " used for a tip or deposit ''. However I confirmed that the lodge themselves only charged {$380.00}. 

The extremely emotional customer service agent then told me that this amount would be returned to my card XXXX {$58.00} XXXX up to 21 days after the charge. Despite this was the first time of me learning about this ( and having done multiple hotel transactions in the past without this issue ), she explained this to me in a very rude and demeaning way. I ended the call by politely saying that I did not cause these problems and did not appreciate the way I was spoken to on the phone call. I understand this customer service agent must be extremely stressed out by the immense amount of problems that KPF prepaid seems to be having after changing their system early in XX/XX/XXXX XXXX as I was told on a previous call ) but this is absolutely not an excuse to be rude, impatient, or demeaning when people call in with problems that are completely not their fault. 

I felt like saying some extremely mean things to this employee because of the way they spoke with me, but instead held my tongue and politely told them that I did not appreciate the way they spoke with me. I have used XXXX prepaid cards for years without a problem. Now, I have had XXXX major problems with them in a month resulting in a ( hopefully temporary ) loss of {$550.00}. I really needed the cards to work to pay bills this month.

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