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I have a Kroger Prepaid 1-2-3 Visa. A merchant processed an authorization on my card, then released the pending authorization when they processed the transaction.

US Bank NA did not receive the release authorization and has told me that the pending hold would not be released until today. The merchant, merchant processor both called and supplied the release authorization 7 days ago. Regardless of the merchant processing authorizing the release of any pending charges, the Kroger Prepaid Visa, US Bank NA issued card company refused to credit the two transactions back into my account for over ten business days. The worst part is a supervisor was supposed to returns call over 5 days ago.

If Krogers and US Bank NA are unable to process funds correctly they should not offer this type of service and/or offer a resolution when a customer calls. The customer service reps should be able to clearly convey policy and procedure without making it appear as if it was an outside institutions or merchant error. Customer service escalation should have return calls if it is stated that is what will be done. Poor customer relations and unclear policies make all parties involved with this service reflects badly on both Kroger and US Bank NA.

Once my money is posted almost 2 weeks later I will be closing this account. I will also be posting online and filing a report with the BBB.

Monetary Loss: $80.

Location: Baltimore, Maryland

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Guest

I am having the very same issue but in my case they are stating the hold will not be lifted for 30 days even though the retailer who did the authorization called and advised that the authorization was in error and the hold should have been released. THE WORST CUSTOMER SERVICE DEPARTMENT EVER.

I have been waiting on a management call back for 4 days even though I was told 24-48 hours. Its time US bank pulled this CARD.

Guest
reply icon Replying to comment of Guest-874780

Holly-

Please take the time to file a complaint through consumer financial protection bureau. www.consumerfinance.gov.

They did credit me 25 dollars to make amends, too little and too late.

The more people that lodge complaints the more the agency does to rectify these unfair practices. I also filed a complaint at BBB for Kroger, USBank NA, and KPF Prepaid.

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