Consumer complaint received 2024-11-08 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: CO

Complaint narrative:
I have tried several times to register the card on the website without luck and because of limited time just gave up. I but tried again on XX/XX/year> at about XXXXXXXX XXXX XXXX, via the website XXXX, and it told me to contact the number on the back of the card, XXXX. It is a prepaid visa for {$100.00} with a picture of a gold bow on it that I received as a gift that has never been used. 

I got through to an XXXX and provided the XXXX digit number and CVV number and the XXXX XXXX numbers of the barcode. I was told that I needed to go back to the website to register the card because it was not registered. I said that is why I was calling, because I had tried to register it on the website and had not been able to. We attempted the process again, with no luck. So the XXXX said I needed to call back, select the number XXXX when prompted and I would be able to register the card using the phone. I told the agent that when you call the number you are not prompted with options, you just input the XXXX digit card number and are connected directly to a XXXX, with no options to select from a menu. She just kept repeating the instructions, cutting me off each time I tried to explain that it would not work and to get clarification. It was going nowhere, so I said I would call back. 

I called back, and as I had experienced previously, it did not let me select from a menu and I was not able to select " XXXX '' to register the card. I was prompted to enter the XXXX digit card number and I was connected to a XXXX, who was the same as the previous one I had spoken to. We went through the same process, but this time, she said that the card no longer had any funds left on it, as opposed to it having never been registered. I said I had not used it. She repeated herself. I asked her if she could tell me what the transactions were that had been made on the card and she said she could, but then she said that it was not that there were transactions on the card, it was that the card was never loaded. So I asked if she could provided something in writing showing that the card was never loaded and she said she was not able to provide anything. I asked if there was a supervisor or someone else who had the capability to provide something in writing showing that the card had never been loaded. She said there was no one. And I said that they should be able to provide something, because if she could determine that from what ever she was looking at, they should be able to provide a copy of that to me and that the person who bought the card would be out {$100.00}. and would not be able to get their money back without any documentation that the card was never loaded. She then said that I needed to provide them the documentation from the person who purchased the card. During this time, the XXXX kept interrupting me and not letting me finish, but just kept repeating the same thing over and over saying it was never loaded. I was saying that I heard her, but that I would like something in writing because first she said it was not registered, then she said it had been spent, and now she said it had been loaded. I have no reason to believe that the person who gifted me this would not have loaded it. I asked how to submit something in writing and she said there was a way on the website but when I asked for a reference number for the call she said there was not XXXX and when I asked for a CSR # for her, she said there was not XXXX. I was going to submit something to the address on their website, but I did a quick check online and saw that there were a lot of posts about them being a scam and lots of issues with the cards.

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