US Bank Complaint - Horrendous Customer Service
MINNEAPOLIS, MINNESOTA -- In early August 2006, 5 fraudulent charges were posted to my daughter's US Bank Visa Buxx card. We reported the charges immediately. The fraud was apparent as we live in Santa Monica, California, the charges were posted in Europe, and the card was used on the same day here in Santa Monica. Customer service promised both my husband and my daughter in separate conversations that the necessary forms would be faxed to our home. No forms were ever received.
On August 21, 2006, we did receive five letters statting that we would receive provisional credit for the fraudulent charges. At the end of August, I became nervous and started to contact the bank concerning what we needed to do to make the credits permanent. I was constantly reassured that we had done everything necessary. Imagine my surprise when ten days later I receive five letters telling me that the charges would not be credited back to our account because we had not returned the (never received) forms. After many hours on the phone to customer service, many faxes to the presidents of US Bank and Visa USA, and complaints filed with the OCC and the California AG, the forms were finally faxed to us and the case reopened. But imagine this. They still couldn't get it right. In mid-October, I received four follow-up forms concerning four of the five charges that we filled out and faxed back the same day. Two weeks later, I called to inquire about the status of the matter and was told that we had been given credit for those charges but not the fifth. So it begins again. For mor detail, see my web page http://suehimmelrich.com