Date Received: 2021-02-26
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX there were three " Bill Pay '' transfers from my account that were fraudulent. One was in the amount of XXXX dollars. another for XXXX dollars and a third for XXXX dollars totaling XXXX dollars from my account. The party responsible was able to call Reliacard customer service and change the email on my account allowing them to change my password and gain access to my online account which they then used the " Bill Pay '' feature to send money to private accounts. I called Reliacard customer service on XX/XX/XXXX as soon as I became aware of the fraud as I could not access my online account due to the password having been changed. I told them that I did not make those transfers and asked them to cancel the transfers. I was given PCTR ticket numbers for each of the three transfers and told that a fraud investigation would be opened and to expect it to take 10-15 business days for the investigation to run its course and for me to get my money back. After waiting over 15 days I called the Reliacard yet again and was told that an investigation had not begun because they were waiting on dispute forms from me that I never receive nor was I ever informed that I needed them. They told me that they could mail the dispute forms to me and I could return and the investigation would begin once they received the dispute forms. I waited 7 days to receive the dispute paperwork in the mail and never received it so I called reliacard customer service once again and they told they could fax me the paperwork so I gave them my fax number and told that the fax would received by the next day. The fax never came so I once again called reliacard and was told that the fax had not been sent so they told me they would send it again. I once again did not receive a fax from Reliacard. I then called again and was told that a dispute had actually never been started on my account and that is why the dispute paperwork had never been mailed or faxed. They finally started the disupte claim and I did actually receive the dispute paperwork through a fax that I then filled and faxed back to the company on XX/XX/XXXX. I was told to give them XXXX days again to investigate the fraud. I called back again on XX/XX/XXXX to check on the status of the investigation and was told that they are unable to dispute a claim involving " BillPay '' and that I needed to contact the company that does the " BillPay '' even the link that takes me to website for " BillPay '' and click on customer service tells you to call the number on the back of your card. Also if you look in the Reliacard cardholder agreement under Section 24 Bill Pay Service line K states " for bill pay error resolution, please refer to the " Your Right to Dispute Errors '' section above ''. Your Right to Dispute Errors is Section 16 of the agreement telling you to contact Reliacard customer service and follow the exact steps that I have taken. After pointing this out to representative that I spoke she asked me to hold and then came back on the line telling me that they had made an error and that you they can dispute " BillPay '' charges but then telling me that I had to refile my claim because they had made mistake on the first one. Which she admitted was their mistake and I have on recording telling me that they had made several mistakes in the handling of this claim. She told me to call back and to speak with the fraud department as she could not transfer me to them. She also refused to tell me the name of her supervisor or give me a way to contact them, telling me that there was no one else I can talk to aside from her. I then called back to customer service asking to be connected to the fraud department and was told that I could not be transferred but they would escalate my claim to the fraud department and told I would have to wait another five days for claim to be processed to start the process over again. At this point I have been dealing with this issue for over two months and have contacted them almost every week, I in good faith reported this fraud to them the day I became aware of it and well within the reasonable time frame as laid out in the card holder agreement. I no longer believe this company is acting in good faith to resolve this claim and have purposely been trying to obfuscate my attempts to have my money returned to me. Below I have the dispute paperwork that I faxed to them.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43229
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: This particular credit card company 's employees continues to harass and discriminate me by asking 5/6 verification questions, when their employees refuse to give their employee IDs. I also believe there has been ID theft involving this credit card company 's employees. Additionally, this particular credit card company 's employees continue give wrong balance on Reward Points.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 92887
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-27
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: I received a fraudulant card in the mail today. It is not in my name, but was sent to my address from " ReliaCard '' issued by U.S. Bank with a return address of XXXX. XXXX XXXX, XXXX, IN XXXX. Despite claims made online that they are there for us " 24/7 '' I have spent the afternoon and, now the early evening, waiting on hold for a real-life human being to inform me if I am a victim of identity theft.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2021-02-27
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: I received a debit Visa card from USBank ( Reliacard ) with a notice to activate it. I have not filed for unemployment benefits or anything else. I have read that this means I may be a victim of fraud. Calls to all of the numbers I have result in automated responses that don't allow me to go further, or speak to a representative. I have reported to XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44035
Submitted Via: Web
Date Sent: 2021-03-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: I just received this Us Bank Reliacard in the Mail I understand this is for Government agency 's to help reduce mail. I haven't asked for anything and the card came to my address with the name XXXX XXXX? I'm not sure if this is fraud but I did report it to my XXXX account and will take it to my local Police department. We have had several neighbors on our street getting 1099G 's for unemployment? I don't want to be one of those next year. Can you please help us with this issue. From the research I have done on this that when I call US BANK the person that filed can get the money but they have no way of canceling this card. Who ever this person is doesn't live here and we don't know how they got our address or who's Social Security Number they are using Thank you XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: US Reliacard has refused to re issue me a lost card after following verification protocols with the State and US Reliacard. I have resolved any issues with the state. i do notricting access to my funds and account for more longer wish to have reliacard as my cardholder service as that is their wish, however my funds should be able to be removed from the card and the only way to do so is to transfer the funds into my account from the card. They have been holding on and restricting access to my funds and accounts for over 2 months. Please assist with a resolution.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: On XX/XX/2021 I received a new U.S. Bank ReliaCard, which I did not apply for. I have not activated the card. Unfortunately, I shredded the card without writing down the card number. I do have the sheet of paper that The card was attached to, and it has a bar code above my name and address, plus a 15 digit number : XXXX XXXX XXXX I have tried to reach a person at U.S. Bank but they are not taking calls about their ReliaCard right now. Without the card number I have no way to cancel this card except for not activating it. I do not understand how this card could be used fraudulently by whoever initiated a request for it. However, XXXX presents vague information about people trying to get undeserved federal Covid payments. Not knowing what information was used to apply for the card, I am concerned about 'identity theft '.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Opening an account
Subissue: Confusing or missing disclosures
Consumer Complaint: I tried opening a USBank checking account. On the last page to create the account the website was glitching out and asking me to select a drop down menu that didnt exist so I had to finish the application over the phone. They took my XXXX $ opening deposit and created my checking account. I was surprised to see that several days later my account was ineligible for external ach transfers on the website. I called in and one of the reps falsely told me thats because ACH transfers cost 3 . After doing some more digging and talking to his manager, she told me the account was placed on hold because they need me to mail them my signature on a card. I asked this manager several times about the possibility of using an esignature service like docusign so that way my account & funds doesnt stay in hold for several weeks due to severely underfunded USPS delays in my area. I never heard back from her. ( to be fair I was working I think she called but no voicemail or email was left ). I spoke with XXXX and XXXX today who are helping me get an esignature. My whole issue here is that USBank is not doing a thorough job ensuring new clients are taken care of properly. # 1 The website application bad a bug where no dropdown existed for the question it was asking for. I'm a software engineer I tried multiple computers and browsers. # 2 The website should NEVER say an account is not eligible for external transfers without providing an EXPLANATION. I found it super confusing because I went two more tabs over to the send money tab and all of a sudden I was able to send money to myself. # 3 Use docusign for new customers!!! I have been using docusign for my bank accounts for the last 15 years! Why would you rely on USPS when they have been significantly underfunded over the past few years. Im looking forward to your response.. and I hope my account is unlocked today!!!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 95120
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-26
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I am suffering from being unnaployed due to covid- 19 and underlying XXXX and conditions. My account was overdrawn for XXXX they charged me a overdraft fee followed by another equalling {$70.00} and threaten to do so again in 5 days. I will have money to cover the original overdraft fee but do to being unemployed and XXXX am unable to pay them extended over draft fees.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WA
Zip: 98122
Submitted Via: Web
Date Sent: 2021-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-02-25
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, We are desperate and really do not know where to turn for help. Back in XXXX of 2020 we heard that because of Covid 19 and the nationwide shut down, mortgage companies were offering up to 6 month of ( deferred? ) payments. So we called US Bank and they agreed to let us take up to 6 months off with no payments. ( Our original mortgage was sold to US Bank. ) Neither of us had lost our jobs ( both XXXX ), but I lost some income as a XXXX and my wife was unsure what could happen with her job because it is a XXXX XXXX that relied on tuition, so heading into summer, it seemed like a smart thing to do. So fast forward to XXXX. We wanted to start paying again so we called them to let them know and to find out what to do. We were told that we needed to pay {$3600.00} to make up the escrow shortage and then our regular payments would start again on XX/XX/XXXX. So we paid the escrow. We made our regular payments in XXXX and XXXX, on time. We then got a letter saying our payments were late. This is where it gets crazy. We called and they said that the escrow payment was applied to the XXXX, 2020 payment and one of the regular payments was applied to XXXX. So this was a mistake on their part. To make a long story short, we have called them 12 times in the past 2.5 months. Each time it is a different person because they can never seem to find the last person. Also, each time, they gave a different explanation and claimed either they would fix it, or that someone would call back. They have moved payments around, but further messed it up. They even have a payment in " suspension account ''. We have talked to customer service, loss mitigation, escrow, and supervisors. ( I have names, dates, and notes for each call, most of which have been 2 hour ordeals. ) They have told me 6-7 times that they figured out, and 6 or 7 times that they would call back. It is not, and they do not. One person even told us to ask to defer payments again and then request a loan modification. ( And they never followed up ). I have talked to no less than 20 people. As of today, XX/XX/XXXX, I called again and was told a supervisor would call me right back. That was 2 hours ago. We have made regular payments every month since XXXX but they have us listed as 2 months behind. Also, my credit score dropped 100 points today, even though they assured me they would make sure this would not affect it. This has caused us a lot of stress and confusion as you can imagine. We would love to chat with you about this and we are willing to do anything at this point to let people know and to get this resolved. Thanks so much,
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-02-25
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A