Consumer complaint received 2026-07-12 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: TX

Complaint narrative:
I had found a card I had forgotten about in a drawer and wanted to find the balance of the card. So I tried to use the website on the back ( XXXX XXXX and after inputting the information asked, it said try again later and a notification at the top said to call the number on the back of the card ( XXXX ) to set the pin. I call and after putting in the card number, I get transferred to a help desk person. They tell me my balance and I try to purchase online with my card, but the purchase wont go through. I call back and see about changing my pin to see if that fixes it.They say I can change the pin on the website or the automated system on the call, and since I know the website cant help me change the pin, I ask to be transferred to the automated system. After a transfer the system ask for my card number and I put it in, then I get transferred back to the help desk. That process repeats a few more times until I give up for the day, and try multiple browsers on my computer to see if the website works differently, and it still does not work. All of the previous actions occurred on XX/XX/XXXX. The next day on XX/XX/XXXX, I try the purchase again, and It still wont work. I call again, but this time tell them my purchase online wont go through, and they say I have to register my card online. They try to walk me through, but keep bringing up quick links and portals not available on the website. The website just bring me to a login using my card number and the three numbers on the back, while the person on the phone says that there should quick links and access portal to specifically register a card. Eventually we decide to try and use automated system to try and register on the phone, they say to press XXXX when calling to get to the registration, but XXXX does nothing and I'm transferred to the help desk again. The next person says to try the website again and call back, saying they'll leave a note on the account about needing help to register. The website still does not work so I take a small break and call back. I am sent to another help desk and explain my issue, and ask If I can talk to the supervisor. I'm transferred to the supervisor and he starts saying the same things the help desk said before, so I start talking over him trying to explain I've done this before. He then tells me If I continue to talk over him he'll end the call and do something else, I can't remember, so I stop talking over him and let him guide through tings I can try. He then says to try different browsers, including a fresh install of chrome on both my computer and phone, using WiFi or data, and then says it a me issue and says to fax him the card my id and my SSN to solve this. He said It works for him and that i should use chrome, which I did try with fresh install, and without VPNs or anything else. I look online and see this a reoccurring issue, and that after trying everything I already did I should file here.

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