Consumer complaint received 2016-03-02
Company: U.S. BANK NATIONAL ASSOCIATION - SAN FRANCISCO MAIN BRANCH
State: CA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
Dear CFPB, I tried to file a " dispute '' for " bank partially addressed my issue '' yesterday, XX/XX/2016, but the " submit '' button on your web site just whirred around, and my " dispute '' was not submitted to your site. 
The bank president was kind enough to reply to my original CFPB complaint, & I do appreciate his letter & calls. However, I am at my wit 's end, because I have not had a debit card that actually works for five weeks now. The bank originally sent me a " chip & pin '' bank card XX/XX/XXXX ; however, I have had one problem after another with it. I was reassured on XX/XX/XXXX by the bank 's customer service center in XXXX XXXX that a brand new chip & pin card " with the correct expiration date '' of " XX/XX/XXXX '' was mailed to me " on XX/XX/XXXX from XXXX. '' However, it is now XX/XX/XXXX, & I never received the corrected bank card. I asked the bank today for their XXXX address, so that I could put a tracer on the lost mailing/lost card with the U.S. Postal Service. I was told by XXXX XXXX, " they do not have any of the addresses for their card processors. '' The bank has given me XXXX different expiration dates for my debit card in a month 's time : " XX/XX/XXXX, '' " XX/XX/XXXX, '' & " XX/XX/XXXX. '' An employee at the XXXX XXXX, XXXX bank branch confirmed that " XXXX '' is the correct expiration date showing in their computer system. However, my physical debit card reads, " expiration XX/XX/XXXX. '' The bank president left a message for me on XX/XX/2016, saying there was a pin problem with my chip & pin card, & that the problem had been corrected in the bank 's system. However, my card was denied, once again, by a local merchant on XX/XX/2016, " due to a pin problem. '' I called XXXX XXXX again, & they said, " yes, there is still a pin problem with your card. '' Since I never received the corrected chip & pin card, the bank is mailing yet another new, corrected debit card to me. However, the bank said today I would not receive the card for about 7 days, which means next week. 
In addition, there is yet another problem with my chip & pin card : the bank changed my card number on the physical card that they just mailed to me, but they will not give me the new card number over the phone. 
So, I have no idea what my new account/card number is, & I can not give that number out to any of my automatic deduction companies or to any merchants. I was told by a supervisor at the XXXX XXXX customer service center tonight, " we are not allowed to give out any card numbers over the phone. '' This is even though : my full name was showing on the caller ID, I provided all account information including pin, I provided my date of birth, & I provided my mother 's maiden name. I talked to XXXX different bank employees today, but none of them were allowed to give me the new bank card number " for security reasons. '' I need a bank card that actually works " ASAP. '' It is not safe in this area to run around with wads of cash ; for example, I purchase all prescriptions for my mom, & some of her prescriptions are expensive. Adding to my dilemma : some local merchants in this area no longer accept checks.

Company response to consumer: Closed with explanation