Consumer complaint received 2017-06-20
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: U.S. BANCORP (CT)

This complaint is a follow up to complaint XXXX, which US Bank responded to on XX/XX/XXXX stating that they would follow up with a letter and resolve the issue. The issue remains unresolved nearly 2 months later. The original issue dates back to XX/XX/XXXX. This issue has therefore remained unresolved for nearly 3.5 months since US Bank was notified of the issue. On XX/XX/XXXX, I purchased a US Bank Prepaid Mastercard from XXXX XXXX XXXX in XXXX, CT. I loaded {$500.00} on the card at checkout. On XX/XX/XXXX, i went to check the balance on the card and the transaction history showed the card had been used in Texas at a XXXX and a XXXX. The entire balance had been drained from the card. I contacted US Bank at the number on the back of the prepaid card and was told to fax in certain information, which I did. A copy of that fax is attached. After hearing nothing for approximately a week, i called back. I was told that they had received my fax, and that the Disputes department had determined that the charges were fraudulent, and that i could speak with the Disputes department if I wanted more information. I waited on-hold with the Disputes department for approximately 45-minutes. On that call and subsequent calls I left a total of 3 messages on the Disputes department voice mail. None of those calls has been returned, even though they say they will contact you within 48-hours. On my fourth call, the frontline CSR told me they they had to wait for the retailers to do a chargeback, and they had until XX/XX/XXXX for that to happen, but that she could send me the replacement card now, and US Bank could load money to that card when they were finished with their process. I received the card with apprximately {$20.00} on it. XX/XX/XXXX came and went, and no further money has been loaded to the card.. I called again after XX/XX/XXXX and was again directed to the Disputes department where i left my final message. Once again I received no phone call nor other response to that message. Following my complaint XXXX on XX/XX/XXXX I received an XX/XX/XXXX response incorrection stating that my card was a US Bank issued Kroger gift card, and that they mailed me a statement of disputed transactions for me to fill out and return. As stated in my original complaint, the card was purchased at XXXX XXXX XXXX, not Kroger. Regardless, on XX/XX/XXXX I completed the Statement of Disputed Transactions and returned the form to XXXX XXXX XXXX, of the US Bank Complaints Response Team. ( See Attached ). I followed up with XXXX XXXX to confirm their receipt of the statement on XX/XX/XXXX. She responded on XXXX XXXX that they had received the form, and that she had just received word that the Disputes team had processed my statement of disputed transactions and that they were working on my case. On XX/XX/XXXX i requested an update from XXXX XXXX, since I had heard nothing. Hearing nothing, i followed up again on XX/XX/XXXX with an email to XXXX XXXX, stating that if I got no response I 'd have no further options except to file another CFPB complaint. I have yet to receive a response. The replacement gift card provided to me still sits with an approximate {$25.00} balance.