Consumer complaint received 2025-06-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Trouble using your card — Can't use card to make purchases
Company: U.S. BANCORP
State: NY

Complaint narrative:
I am filing a formal complaint regarding significant and unacceptable issues with my recently approved U.S. Bank XXXX XXXX account. Despite my account being approved and my security deposit being held by U.S. Bank for multiple weeks, I have been unable to use the card due to ongoing activation problems, compounded by repeated misinformation and a severe lack of follow-through from U.S. Bank XXXX customer service representatives. This situation has resulted in my funds being held without access to the promised XXXX  card service, causing considerable frustration and inconvenience. 
Timeline of Events and Misinformation : * Card Receipt and Initial Activation Issue : Upon receiving and attempting to activate my U.S. Bank XXXX  Card, I discovered I could not use it. 
* Initial Contact - XX/XX/year> : I contacted U.S. Bank customer support ( specifically calling XXXX and XXXX, with multiple calls logged ). I was informed by an agent that a XXXX would call me back within XXXX hours to resolve the activation issue. No XXXX call was received within the promised timeframe. 
* XXXX XXXX - XX/XX/year> : After the initial XXXX period elapsed with no callback, I contacted U.S. Bank XXXX XXXX via XXXX, with multiple calls logged, including a XXXX call ). I spoke with " XXXX in XXXX XXXX Services. '' I was once more told that I would have to wait another XXXX hours for a supposed call from a XXXX. Again, no call was received. 
* XXXX XXXX - XX/XX/year> ( later in the day ) : After another XXXX period passed with no resolution or callback, I called U.S. Bank for XXXX final time. During this call, I spoke with " XXXX at XXXX XXXX, XXXX with XXXX XXXX. '' I was finally informed that I would need to fax certain documents to U.S. Bank ; otherwise, my account, which was already accepted and funded with my security deposit ( held since XX/XX/year> ), would be closed. 
* Faxing of Documents and Current Status : On XX/XX/year>, I promptly faxed the requested documents as instructed. I have since been informed that it will take XXXX business days for these documents to be reviewed. Furthermore, I was told that this review might still result in the XXXX  of my account. If the account is XXXX XXXX which it appears it might already have been, given the lack of functionality ), I was advised that it could take an unacceptable XXXX XXXX XXXX XXXX ( XXXX and a half billing cycles ) to receive my security deposit back. 
Summary of XXXX : * Repeated Misinformation : I was consistently given inaccurate information regarding XXXX callbacks, which never materialized, significantly prolonging the issue. 
* Holding of Funds Without Service : U.S. Bank has been holding my security deposit since XX/XX/year>, without providing me with the ability to use the XXXX XXXX  card I was approved for. 
* Excessive Review Time : A XXXX review period for faxed documents, after weeks of prior delays caused by U.S. Bank 's internal XXXX and misinformation, is unreasonable and further delays my access to my funds or the card. 
* Unacceptable XXXX XXXX : The prospect of waiting an additional month and a half to receive my own money back, should U.S. Bank decide to XXXX an account that was never properly activated or usable due to their failures, is completely unjust and financially XXXX 
This entire process reflects a severe lack of efficiency, transparency, and customer care on the part of U.S. Bank. I have spent significant time attempting to resolve an issue that originated entirely from U.S. Bank 's inability to properly activate my card and provide accurate, consistent information. This has resulted in XXXX financial XXXX incurred on my part.

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