U.S. Bancorp Prepaid Card Complaint

U.S. Bancorp Prepaid card department,

General purpose card Unauthorized transactions/trans. issues Tennessee

I was given a - gift card ( U.S. Bank National Association, - - SD - ) after my house burned down. On -/-/-, I registered the card according to the instructions that came with the card. When I did I saw that the card had already been used at a - in - ( I live in -, Tennessee ). I called the dispute center and was given instructions to send a PPD dispute by fax ( - ) ( written statement of dispute as required by - ) and a Lost/Stolen Replacement Card Request by fax ( - ) for which I have fax receipts for both of these - they were sent on -/-/-. When it had not been resolved I called U.S. Bank National Association at - on -/-/-. They told me they mailed me a - ( - - of - - ) to complete and return. I had never received it so they faxed me a copy of the letter and - on -/-/-. I completed the - and faxed it back on -/-/- ( of which I have a faxed receipt ). On -/-/- I called to inquire if the dispute had been


after - hours to confirm that they received the fax because they receive - of faxes a day. I have the letter in front of me and it does not state that I must call them to confirm receipt of the fax after - hours. The fax receipt shows that the fax went through to their office. In any case, I actually did follow up at a later time, but did not write down the date. When I spoke to the representative, they never said they were missing anything, they just kept insisting that they have - days to resolve the dispute and were in the process getting information from the merchant. In any case, I sent the initial dispute in writing within - days as required by - - They have confirmed with me that they received that letter. It includes all the required information for the dispute as required by Regulation -. I work in bank compliance. Regulation - does not require a - Cardholder Statement of Disputed Transaction to investigate or resolve a unauthorized dispute. This is typically something needed for ACH rules, which have nothing to do with a resolution of a consumer unauthorized dispute. In any case, I sent it to them, they lost the document and closed the file without ever following up with me on the dispute. I have never even received any type of letter/notice from the company regarding the status of the investigation. I have re-faxed the - Cardholder Dispute on -/-/-. I asked the representative to speak to someone in compliance or a supervisor but they said I can not talk to compliance and that they will put a note for a supervisor to contact me. I also asked for an email address to send a copy of the -, but they said they do not have an email address. If I have counted correctly, my 45 days for a new account investigation of a dispute is up today. They have not resolved my dispute and have closed my case without notifying me or ever following up in any way on the dispute. They have put the blame on me not following up within - hours of faxing the -, when the letter they provided me never states that I have an obligation to make sure they do n't misplace the fax.