Consumer complaint received 2025-03-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: U.S. BANCORP
State: TX

Complaint narrative:
I hold the durable financial power of attorney for my mother. I have been trying to gain online access to my mother 's credit card account with US Bank for several months now. I have provided US Bank with a notarized copy of the power of attorney document on XX/XX/XXXX as well as additional information they requested on XX/XX/XXXX. US Bank confirmed that they had received the information and had updated their records to include the power of attorney information in a letter dated XX/XX/XXXX. I called US Bank on XX/XX/XXXX in order to have my mother 's online account unlocked, as the website gave an error message during login stating that account was locked and to call a number with a reference number on screen. After speaking to customer service and verifying that I was the power of attorney for the account, they transferred me to technical support as they were unable to unlock the account. When I reached technical support, they took me through security on the card but then said that they couldn't see the power of attorney section of the card information and would need to transfer me back to customer service for them to verify me again. A new customer service agent then answered the call and took me through security verification again, reviewed the issues with the online account access, and then called technical support herself to try to resolve the issue. I was told that several years ago there was a block put on the online account due to a fraud attempt ( but not the actual card which was still active ). Unfortunately, she was unable to remove the block on the online account and suggested reissuing the card with a new number in order to see if the online account could be reset. She then transferred me to a XXXX person who took me through additional security verification using my credit report. This person had no idea why she was doing the verification. When I tried to explain to her the situation, she said that had nothing to do with her and that I needed to speak with technical support. I explained to her that technical support doesn't have accees to the power of attorney information on the account and that customer service needed to speak with them, she refused and said that there was nothing else she could do. When I asked what I should do, she just said there was nothing she could do. I asked to file a formal complaint, which she said she would file. When I asked about filing a complaint with the regulator, she said she didn't have any information on that and placed me on hold. After speaking to her manager for XXXX minutes, she came back and said she didn't know who the regulator was or how to file a complaint. After XXXX minutes, the call ended with no resolution and still not being closer to resolving the original issue of gaining online access to my mother 's credit card account to manage usage and payment.

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