Consumer complaint received 2022-05-04
Company: U.S. BANCORP
State: WY
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting a working replacement card

Complaint:
We purchase this Prepaid  XXXX debit card on XX/XX/XXXX and other in preparation for a trip we were taking to XXXX XXXX in XXXX. The purchase amount on all cards was {$100.00}. Soon after purchasing the cards I always register the cards in my name and document the card ID that is given to me for the specific card. 
We took all the cards on our trip but when we were there we tried to use them and found out that all of them had been scammed. Some of the cards were used and 2 different locations and the total {$100.00} gone. The card in this complaint I was unable to use and when I called on it I found out that the name had been change out of my name and into some one else 's and Prepaid  XXXX  wouldn't tell me who. Most of the agents I talked were very hard to understand because their English was terrible and if you ask to speak with some one you can understand they get very offended they say they speaka English very well but they refuse or don't have anyone available who English is their primary language. So anyway, when I told them that was wrong and that I had the card ( card # XXXX XXXX XXXX XXXX, card ID XXXX ), original packaging and receipt they told me to get copies of all that information and a copy of my driver 's license and sent it to them. I was unable to do that until we got back from our tip. Once back I call to verify that what had been told to me about some one else 's name was on the card now they say that was true. They were very helpful in the beginning. So I copied/printed all the information they requested and mailed it to them and waited, that was XX/XX/XXXX. I called back often but they kept saying they never got it. One person said they got it but it was unclear when I pressured them to find out what was unclear they changed their story to they just never received it. So trying to be understanding I mailed in all the information again, that was XX/XX/XXXX. Again I called to check on the status but got no where. All this time I kept trying to get a supervisor to try an actually get some help. On XX/XX/XXXX I reached a XXXX who said he was a supervisor and he seemed to be wanting to help. He said he was escalating this issue and gave me a ticket # XXXX and for me to give it a little more time and the issue would be resolved. I waited but nothing happened. So on XX/XX/XXXX I called but was told that there was no such ticket number and they had never gotten any of my information. I was told to fax the information but I don't have a fax machine and in my little town they are not easy to come by. So on XX/XX/XXXX I was able to find a fax machine I could use and I enlarged all the documents by scanning them into my computer and then printing them off XXXX. I wanted to make sure that if they were faxed they would be big enough for any one to see. Also by faxing them I would get proof that the documents had been sent with a fax report. I called today XX/XX/XXXX to verify that they got the documents. They said they got them but couldn't read them. I asked to speak to a supervisor about this but the agent refused. I have had enough! I am tired of them playing this game and refusing to help. 
In the last year we have had to dispute numerous cards that have been hacked and misused for {$700.00} or more. I was told during one conversation that this had been happening to a lot of people. For example, a bunch of our cards were used at a XXXX XXXX XXXX in XXXX, IL for a small amount then 2 days later the rest of the card was used at a XXXX  in XXXX, NV all the while we were in XXXX, FL. Those cards for some reason when we disputed them Prepaid XXXX issued us new cards with the full amount taken on them.

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