Consumer complaint received 2025-10-16 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: U.S. BANCORP
State: CA

Complaint narrative:
A friend gave us a {$250.00} XXXX XXXX XXXX with XXXX  in XX/XX/XXXX. I put the card in a drawer and forgot about it until recently. When I opened the gift card and tried to use the card it was declined. I went online per the back of the card to check the card balance and kept getting an error message. After several calls to XXXX, I was told I needed to file a dispute because they showed the funds were never spent, but that they did show the card balance as XXXX. At one point I was told the card was registered to someone else but then no one else I spoke with ever mentioned that again. It seems like it is one lame excuse after another - anything to not have to resolve the dispute and re-issue the card. On XX/XX/XXXX I both faxed and mailed a letter to file the dispute describing the issue and explaining the funds were missing. I received a confirmation letter by mail on XX/XX/XXXX saying the issue would be investigated. After hearing nothing, I called on XX/XX/XXXX for a status update. I was told by a supervisor there was no update but it would be resolved by XX/XX/XXXX because all disputes are resolved in XXXX  days. She said that they should be mailing me a new gift card because the funds were simply missing from the card. She never mentioned any charges, prior replacement or use of the card, or anything at all - just that the funds were missing and they should be sending me a new card. Today, XX/XX/XXXX I again called and spoke with a supervisor. I was told there was no activity on my dispute but that this card was a XXXX grocery store card and they no longer service them because of problems with people scanning them in store and using them before the cards are sold. She claimed the card had been re-issued as damaged in XX/XX/XXXX - XXXX months before the card was purchased and given to me. I have repeatedly provided my name, address, phone number, driver 's license, and copies of the card that I received for XXXX XXXX. She asked if this has always been my address. This has been my only address for the past XXXX years. I did not open the card or attempt to use it prior to XXXX. I am beyond disappointed that this dispute has been ignored for XXXX days. This seems like a total scam- why did no one do any investigation or follow up on my dispute to figure out what happened and re-issue the {$250.00} gift card that was purchased and given to me as a gift? My dispute has been sitting there completely ignored for over XXXX  months and I keep getting the runaround and new claims about the missing funds each time I call. The bottom line is that this gift card was purchased at a store for {$250.00} and was given to me but the card did not have any funds on it. As the bank servicing the gift card, it is the responsibility of XXXX  to resolve this dispute and replace this gift card. Any issues the grocery store supposedly had with thieves scanning bar codes prior to the sale of the gift cards by unsuspecting consumers is not the fault of the gift recipient or the purchaser of the card. XXXX needs to stop the delays and procrastination and promptly resolve this dispute.

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