Date Received: 2020-10-16
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My account was frozen by ReliaCard for identity verification. I called the company to try to resolve the issue and was told to fax in a copy of my social security card and ID and it would be unfrozen in 3-4 days. I did as instructed and a week later it was still frozen. I called again and was told to fax in my social security card, ID, and W2 forms. I told them I lost my W2 forms in Hurricane Laura and faxed in the other documents a total of 3 times. It has been over a month that it has been frozen and they will not help me resolve it. My XXXX fianc and I are having to live in a home with black mold and a collapsed roof due to not being able to access the money in my account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: LA
Zip: 70607
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: The company closed my account in response to my previous complaint. No worries, y ; all XXXX anyway. I'm glad the relationship is over, however I still don't have a resolution to my complaints regarding fraudulent transactions on XXXX. Two tansactions totaling XXXX dollars were " investigated '' but no results or funds were ever provided. I was complaining about the lack of resolution, how ironic they closed the account, WITHOUT TELLING ME, about that complaint. Call me, begin a complaint, then never complete it. But you closed the account. Where is my money? How long does it really take to investigate a non-delivery? It has been well over the 120 days indicated, again, how does it take that long? Yall are XXXX. Give me my money. If you're reading this, close your account, or never open one with them. They are the absolute worst.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75227
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: My brother in law is applying for a HELOC to finance remodeling of his home. He has excellent credit, a flawless payment history, and over $ XXXX in equity. Prior to applying for the HELOC he had co-signed on a home mortgage loan for me on my primary home over 18 months ago. Although he was a co-signer on the my home loan, I have been the only one making payments on the loan for the last 16 months. I needed him to co-sign at the time of purchase to raise my debt to income ratio so that the my lender would provide the loan. I also have excellent credit, and no history of bankruptcy or delinquency on any of my loans. The current financial institution that brother in law is working with to secure a HELOC for his loan is US Bank. When my brother in law applied for the HELOC, he was informed by US Bank that he did not qualify due to a high debt to income ratio as he is considered a responsible a responsible party on my home loan for which he had co-signed over 16 months ago. He asked me if I would co-sign for him and I agreed. I then proceeded to provided US Bank with proof that I have made more than 12 consecutive payments ( 17 months to be exact ) from my personal bank account to meet my mortgage obligation, and that my brother in law has not made any of these mortgage payments. Despite providing this information as well as a letter confirming that I do not expect any payments from my brother-in-law for my home, his institution is reluctant to provide my brother in law with a HELOC in the amount of $ XXXX. They continue to insist that I should provide proof that all other personal loans on my credit need to be verified with 12 months of bank statements showing proof that I am the only one making payments on them, and my brother in law is not liable. I informed US Bank that my brother in law has nothing to do with any of my other loans and I dont see why i need to provide them with my payment history on these loans. Particularly because I have already provided them with documentation showing proof of payment for my home loan.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OR
Zip: 97007
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: Horrific experience with Mortgage Loan process with US Bank!!! On XX/XX/XXXX, I've processed my refinance loan application with US bank and I was promised 45-60 day closing and a particular interest rate. I've submitted all the pertaining documents no later than a day and I've done this several times through out the process. Today is day 92 and I was just informed that my loan would take another 10-15 days to close. US bank has also pressurized me to open a checking account with in a day as they were going to close my loan shortly. It has been more than 30 days since that has happened and after repeated requests by me, US Bank till date has not responded. This is the most horrific experience I ever had, the practices employed by US Bank is no less than predatory lending. False advertisement and terrible lending practices. I would like CFPB to investigate this and save customers from this distress during these already stressful times.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91403
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: On XX/XX/XXXX my account was locked and got told to upload my information like i.d social security pay stub proof of address so i did. is now the XXXX of XXXX and customer service as well as supervisor just been giving me the run-around telling me to re upload that they haven't received it. I had even did my i.d and selfie to the actual website Im a single mom of XXXX i need my account unlock to access my money from Texas unemployment. I got rent to pay little mouths to feed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 75104
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-16
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: Dealing with usbankreliacard. There was money uploaded to my card on XXXX/XXXX/2020. I can not access that money. Have called to find out what the problem is approximately 7 times. At least three of those times I was told to upload documentation as to who I am. Each of those times I was directed to different places. On XXXX/XXXX/2020 I last loaded drivers license information. I checked to make sure it got to the place it was supposed to and was in my account file. I was told by one person I would have everything verified within a week. Another told me 48 hours. I just went to talk with someone and they hung up on me. Very frustrated at this point.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 160XX
Submitted Via: Web
Date Sent: 2020-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: My account with reloacatd is inactive. I have sent in documents showing im me. They still won't unlock it. They keep telling me im not me. Its like they believe someone else is me and im scamming my own account?? I have some emails from brinks prepaid account that i switched to and nothing adds up. And i keep getting replacement cards in the mail. And i never reported any thing stolen. Except my phones. My boyfriend would steal them for a couple days then smash them when he came back. He did that with XXXX XXXX XXXX XXXX XXXX. I can't my bills because i cant use my bank account.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: On XXXX XXXX deposits were made buy the ODJFS un employment of Ohio un the amount of {$4800.00} and {$900.00}, I was made aware of this by correspondence. I called the relia card number with the correct card number and it indeed said that there was two deposits made to the card. I go to the us bank to make sure and the balance said XXXX, I call several times and the deposit amount did not change the balance still said XXXX I contact a tier2 relia card rep and was told I had no other cards out there that this would have posted to and she had no record of this deposits even after I told her the transactions number abd that I had contacted a rep at unemployment. I called 6 times on XXXX XXXX. Everyone of of the reps had a different answer. I called the entire week and on XXXX a relia tier 2 rep tells me that the money was on an inactive card. I said how could this be that it was inactive? Plus it was on the active card 3 days ago that someone had to transfer it from their system. So she said the only say i would receive this money is if a new card would be sent. This is after a prior supervisor told me she would transfer the funds and that did not happen. So once i got the tracking number i look on XXXX which I was told i would have the card in 2 business days it was send to another address by that tracking number. The ups driver validated identity. So the same tracking number was given go 10 people. The tracking number did not match what was logged onto the relia card system. i called XXXX at XXXX am spoke to a supervisor. He promised me that i would have my card today XXXX, I received the tracking. number and the same has taken place. Card are being mailed out to residence with other peoples tracking number. My address and name was correct package at XXXX not the tracking number. I could not use that card as the supervisor made it inactive when he ordered another card. THERE IS FRAUD GOING ON WITH THIS COMPANY. I STILL DONT HAVE MY CARD OR THE FUNDS I WAS AWARDED.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 431XX
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I have a Reliacard by US Bank from Colorado XXXX. I had my Vehicle broken into and They stole my phone and Luggage that caused Identity theft that i was unaware of until they had Spent over {$5000.00} on my Card thru XXXX. I immediatly notified ReliaCard customer service when i noticed funds missing. I ffaxed the paperwork to them XX/XX/XXXX as the rep told me to for the complaint. I gave them 2 weeks they asked for and never heard a Word so i call back XX/XX/XXXX and tell them unacceptable. They tell me looks like never recieved docs they needed w2-DL-mail. So i faxed them. I recieved provisional credit onto card and thought ok were getting somewhere ... NOPE my account is locked. I have now called daily and most recent weeks stats I put in over 42 hours on the phone including hold time. They say they cant release account only level XXXX can but noone will get me to level XXXX fraud or tell me how to reach them. They have become rude and still 2.5 months later I have no access. This has caused me to sleep on the streets. not eat and noone cares. I have uploaded every document to reliacard thru website multiple times XXXX XXXXhave faxed and emailed XXXX I am told this is escalated but nothing.. The call center sucks AND us bank should not put their name on a card if they cant help because i have made several visits to the loc al branch only to be told they are only the PLASTIC behind the card ... I CANT DO IT ANYMORE.. THEY GPOTTA BE STOPPED
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80104
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: First, I'm not sure of the routing number or the address as to where our accounts went. As you must be aware, US Bank has taken over all accounts from XXXX XXXX XXXX. My wife and I have several XXXX XXXX XXXX IRA 's. In the transfer US Bank states it will honor the interest rate until maturity but states that after next year they will impose a " maintenance fee '' for having the accounts. When we signed up with XXXX XXXX XXXX it was because of the interest rate and the fact they had no fees. We believe the introduction of fees is against what we signed up for. We do not see how they can do this. In my phone conversation with a " regulator '' he stated I needed to wait until US Bank had officially taken over, which I believe was XX/XX/XXXX. On XX/XX/20 at XXXX with XXXX ( who hung up on me ) then XXXX who transferred me to XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AZ
Zip: 85302
Submitted Via: Web
Date Sent: 2020-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A