Date Received: 2020-10-14
Issue: Trouble using the card
Subissue: Trouble getting information about the card
Consumer Complaint: In XX/XX/2019 I purchased a set of 4 XXXX tires which came with a {$50.00} Reward Cash in the form of a debit card. A copy of the card displaying both sides is attached for your review. The card has since expired as it was not activated are used in a timely manner. However, due to the recent epidemic in which Federal mandates limited social interaction for almost eight months and placed families in financial hardships and burdens. How can the bank or financial institution affiliated with XXXX XXXX XXXX XXXX deny or refuse to replenish monies promised that was never used but was budgeted? In speaking with the XXXX XXXX reward customer service representative, the attitude was that their bank was not or will not reissue a replacement card and that they are sorry but you failed to use the card so you lose. XXXX XXXX reward center showed no empathy for the consumer and its unfortunate that such a large conglomerated can dismiss and abuse their clientele without repercussions other than me boycotting their product line and socially bringing awareness to consumers.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33177
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I had a fraudulent charge on my US Bank XXXX XXXX card ending in XXXX. Their customer service that handles disputes does not even look at each dispute before making a decision. They closed my dispute because they saw a refund that was NOT related to the fraudulent charge. Getting through to customer service is impossible. I have a clearly fraudulent charge that US Bank will not even look at anymore because of a refund that is not even related to the fraud charge!
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 43551
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Hello, I need your help to update my mortgage account information with the lender as well as the three credit bureaus because there is still some out-of-date data with them. In early XXXX I activated a forbearance plan offered by the lender of US Bank by mistake and then cancelled it immediately as I didn't need it. Thus there is no one single payment that has been delayed or missed. However, that resulted in a severe consequence that no new mortgage loan I can get. I had tried to contact the said lender and the XXXX credit bureaus, requesting them to remove the out-of-date information of the deferred plan with a letter from the US Bank dated XX/XX/2020 confirming the termination of the said plan. Unfortunately the information has not been updated with the lender and those bureaus till now. To be worse, the recent credit report even shows that a deferred pay start date will be XX/XX/2020. Therefore, it would be appreciated if you would help me update my mortgage account information with the lender and the three credit bureaus at your earliest convenience. Should you have any questions, please feel free to let me know soon. Your attention and assistance to this matter would be much obliged. Yours sincerely, XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 91402
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I had received my replacement reliacard in the mail and activated it and began using it with no problem. On XX/XX/XXXX while trying to make a purchase in store it wouldn't accept it and said invalid card. Called the number on the back of my reliacard and spoke with a rep who informed me my card was made inactive due to an address change and that I needed to fax a copy of the front and back of my ID and a piece of mail with my address on it to them. Enlarged by 200 % and 2 shades lighter than original. I never did an address change or requested one but on the following day XX/XX/XXXX between XXXX and XXXX I went to the local branch library and paid to fax the documents that the rep said I needed to fax. Ive called from that day every day to today XX/XX/XXXX and finally got to speak work a supervisor and was told they had not recieved my fax and I need to fax in the documents and card ID number again and then not to call back no sooner than Friday maybe Tuesday.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AR
Zip: 716XX
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: There were unauthorized transactions on my US Bank Reliacard throughout XXXX and XXXX, 2020. After numerous attempts to get someone from US Bank on the phone, I finally was able to file a complaint on XX/XX/2020 and subsequently sent the dispute in writing via fax as they requested. No provisional credit was issued within 10 days, nor was I able to get a lucid answer from any of the representatives I spoke with on the telephone. My last contact with US Bank was on XX/XX/2020 when I spoke with a supervisor who informed me that no action had been taken on the claim yet. She advised that my completed paperwork had been received on XX/XX/2020 and that an escalation would be filed to have the case processed. On XX/XX/2020 I received a letter dated XX/XX/2020 from " Prepaid Dispute Resolution '' stating that claim number XXXX had been closed as " no error occurred ''. The date of this letter would obviously indicate that the customer service individuals with US Bank are incompetent and giving erroneous information to Pennsylvania Residents who have been forced to use the ReliaCard product during this pandemic as the claim was " closed '' three days prior to my call with a person who represented herself as a supervisor. I attempted to contact US Bank upon receipt of the letter via telephone - which was the method recommended - but their phone lines say to call back at another time and disconnect. US Bank has been negligent in their financial offering - namely, the ReliaCard - in that the cards do not have any fraud protection measures whatsoever and also no EMV chip despite an industry wide adoption of EMV technology to prevent fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18018
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: This is a US Bank Visa debit card. I'm forced to use it to collect unemployment in the state of Pennsylvania. My card was frozen by the bank unknowingly. I contacted bank once I realized I couldn't move funds into my normal checking account. Operator said it was because they needed me to verify who I am. I sent selfie and copy of my state ID. I also uploaded my social security card and bank statement to my account. I was told all last week that this process would take 24-48 hours and account would be active again. It's now a new week and my account is still frozen. I spoke to two operators yesterday who claim that the issue has been lifted but the second operator said for some reason he is unable to make my card work again. More waiting and being told to give it another week and keep checking my account and if it's not lifted by next week to call back. My money is being held and each operator just lies and says " wait more days ''. It had gone from 24-48 hours to now check back next week. This is unethical. I have bills to pay and this " bank '' is just saying whatever they want to get you off the phone. Long wait times ( 1-2 hours ) to speak to someone. Sometimes while on hold for over an hour they disconnect the call. Once you do get through its a game of telling you lies to get you off the phone. No one has any ability to do anything for you. This all started on XX/XX/XXXX. Amount in account is {$280.00} with another {$210.00} being deposited tomorrow. I'm reading online reviews from others that they are dealing with the same situation for 30-45 days. I do not have a month worth of time to not have access to my money. The information they requested was sent. I did my part but they are purposely not doing they part. This is fraud.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Usbank/reliacard deactivated my account for reasons unknown and will not reactivate my account. I have spoken with supervisors and phone operators about the problem. XX/XX/2020 is the second time this has occurred.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 76710
Submitted Via: Web
Date Sent: 2020-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: The bank asked me to send documents to verify it was my account so they could release the funds that was XX/XX/2020 now we are the XX/XX/2020 and all they keep telling me its in review im getting late fees on many things i had to pay and all they keep telling me is the same thing the bank is usbank relia card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 77049
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: COMPANY CALLED XXXX XXXX XXXX XXXX HOLDS MY DEBT FROM ELAN FINANCIAL SERVICES THEY HAVE RECEIVED 6 LETTERS FROM XXXX OF XXXX TO XXXX OF XXXX TRYING TO SETTLE THIS DEBT! THE SETTLEMENT OFFER WAS XXXX WHICH I AM STILL WILLING TO AGREE WITH AS LONG AS THEY RESPOND TO ME, ACCEPT THE OFFERING WRITING AS WELL AS PUT IN WRITING THAT ANY AND ALL INFORMATION PERTAINING TO THIS WILL BE REMOVED FROM ALL THREE CREDIT BUREAUS. THEY HAVE REPEATEDLY IGNORED ME.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 60178
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-13
Issue: Problem getting a card or closing an account
Subissue: Don't want a card provided by your employer or the government
Consumer Complaint: Received a pre-paid USBank ReliaCard. Upon research, it indicated it was state unemployment benefits. I did not apply for this. I went to the usbankreliacard.com website and filled out the form, inquiring why I received it and how to turn it back in. The site indicates we would hear back in 30 days. We have yet to receive any information, so we do not know why I received the card. There are several concerns : why was it sent, did someone apply for it without my knowledge, how do I turn the card and hence the money back in and why have I not heard back about my concerns?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80921
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A