Date Received: 2020-10-13
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: I was sent an inactive card by US Bank Reliacard. I have been told multiple lies by representatives of this institution. I was told that they put a freeze on my card on XX/XX/XXXX. After weeks of being told that I must call unemployment or the XXXX treasury dept, I reached a " tier 3 '' representative at this " bank ''. I was informed that for unknown reasons, my account had been " restricted ''. They asked that I send in a copy of my ID, SS card, XXXX, and W2. All of this information was faxed on XX/XX/XXXX, as well as XX/XX/XXXX. After calling again, I was informed that they received my information and may take 24-48 hours to review it. After 48 hours, I called and was told that it may take up to 5 days. Now its been 8 days, and I'm being told that it may take an additional 15 days to process. I didn't get a chance to activate the card before they put a hold on the account, so I don't know of any possible fraud that may have occurred, and they can not give me a reason either.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 437XX
Submitted Via: Web
Date Sent: 2020-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-10
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: 1st off I would like to say thank you for giving me the opportunity to speak Out and for you guys to hear me out For me to say what needs to be said ..I am pandemic unemployment assistantce Claimant receiving help from the governments in these tough times, so I will say this my family of 5 really reli solely most dearly to receive these benefits of this tragic crisis for our bills food and living expenses every week so on XX/XX/XXXX I go to pull off cash from local US bank atm without any notice to later call in to relia card holder se Services and to find out that my card had been put on a freeze for this reason I have no idea But to find out that all I would need to unlock the freeze would be my copy of my social security card valid ID copy proof of address faxs docs over to Fax numberXXXXThey told me to label it XXXX investigation ID verificationTo me the same kind of strange because a couple weeks later while I talked to one of the supervisors she sent me a link saying to send A selfie with my ID It seems strange and out of the ordinary So when I did the send the faxes because the other alternative was fishy i desperately needed my card unlocked because my family as I stated in the sentences before rely solely on the fund sSo I ended up having to order a new social security because I have misplaced mine at the time And when I had talk to the supervisor I didn't get her name which I regret not asking for it but when I talked to her she had stated and got it verified with her fellow employees or higher ups that my piece of paper from the social security office with stating my social security number on it would be verification good enough as equivalent to a social security card which I had misplaced at the time.That it would be valid for the facts for them to unlock my cardWhile waiting to receive the card in the mail or the paper as soon as I got it I faxed it off on XX/XX/XXXX I got the fax out with again no warning or notification I had to call back and when I did I found out that the paper that they said was valid enough to work wasn't gon na work so the following Saturday on the XXXX of XX/XX/2020 I ended up calling in to talk to a supervisor buy the name of XXXX Being persistent in arguing with me on information that I felt that I have a right to kno wear my personal information was going and what organisation was going to besides the XXXX because each and evey time i call in to get an update of status of unlock i would get different answers to same question luckilys some would say its a dispute some would say its a audit and i might not even get my governmental funding in my name for me back that there no Guarantee But luckily with finding my social security so I ended up faxing all the right and proper documents including some extras To verified that I was who I was saying I am with dealing with very unprofessional card services agent calls with a lot of misleading information on contacting or requesting a supervisor at times and even challenging me on why I would like to speak with a supervisor and even stooping as low as hanging up the phone intentionally in my perspective there was one supervisor that Was really rude telling me things like that she's the top dog and she knows everything that I was requested to ask but wasn't fulfilling my questions about where's my information who has my information when will it be done when is this card gon na be unlocked etc. Her name XXXX she should not be in a supervisor position acting very rude unhelpful and stand offish also hanging up as well I find It's very strange that when I request or ask for a supervisor it take super long to even get ahold of them and sometimes in the process of getting hold of them the call either gets lost or get hung up on but I find it very strange even when I talk to a supervisor when I ask for a manager someone above them they can not connect me to or this FI see people whoever they are they have no ways of communicating to them About the progress of my report to see but to see if it's been a fax read Etc what all of this said to the best of my abilities in all honesty and truth With most respect I hope Truly and honestly that something can be done about the way these people act how they talk to their consumers it is very unprofessional in a timely matter being that were in the middle of a pandemic and we rely on those funds Well a lot of us Americans rely on those funds and there are withholding it Like I said I sent them all the correct documentation every time I call they give me different answers on length of time they told me it was gon na take 3 days then they told me it was going to take 4 days up to 5 days then they told me it could take up to 9 days man when is it when is it going to stop my families on the verge and we are in a car a crunch of financial crisis in the middle of a pandemic dealing with uncooperative and XXXX XXXX XXXX members that have no remorse or care for the consumers in my opinion this business has no way of showing any Gratitude to its consumers at the end of the day if you ask me I think this needs to be investigated with scope speculation it seems fishy in a lot of ways out of the Normality on how a proper business should run i have spoken to a few people as well going through the same Scenarios which I just above explained now in my opinion And I really don't know too much about laws and consumer rights etc but if you ask me I feel very violated unappreciated As a consumer to rely card customer services and I will never ever be using anything related to US Bank Because of this situation like I've stated before I feel like my rights have been violated And I hope that you guys can sincerely investigate this thoroughly and get to the bottom of this and get this whole situation fixed thank you guys appreciate your time
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80909
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-11
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I've been locked out of my unemployment funds that are paid through US Bank Reliacard. A month ago, they said there was fraudulent activity on my card. So, they issued me a new card. The 1st problem, in a very long list, is two of the cards would not activate, so I had to wait for a third card. It usually takes 5-7 business days for the card to arrive. XX/XX/XXXX the 3rd card arrived and I activated it. It was active for one day, and then declined at the grocery store. After a week of numerous phone calls and waiting on hold for 4-5 hours at a time, I was informed there had been a freeze put on my card because they were auditing my account. I was told I needed to fax in a copy of my driver 's license, rental agreement, and SSN card, and it would take 3 days. I faxed these documents on the XXXX of XXXX, and called 3 days later. The first customer service rep I spoke with said it could take up to 120 days for them to do the audit. I insisted on speaking to a manager and was hung up on. I called back, pretended I didn't hear the 120-day thing, nor did I ask. I was told they could not find my documents and that I just needed to keep checking back. On XX/XX/XXXX I would not accept their response of call back, and I demanded something be done. They asked me if when I faxed my documents, I increased the photocopy size on driver 's license by 200 %, because if I hadn't my fax papers were tossed. So, on Friday XX/XX/XXXX, I went back to the UPS store to fax the documents with the NEW instructions only to have the XXXX store try 12 times to fax my documents and the fax would not go through. XXXX said the machine is responding like it's off the hook or unplugged on Reliacards end. I came home called Reliacard and was literally told hmm, that doesn't sound right, but maybe try back on Monday. As of today, XX/XX/XXXX I have not been able to send the fax with my documents. That means my account is sitting there locked and I have no way to correct this. I feel like I am on the verge of a XXXX XXXX, and US Bank couldn't care less. I have almost {$3000.00} on my card that I can not access because EVERY TIME I get the run around and new hoops to jump through. My utilities and rent are late, and there are late fees adding up. The burden upon me is great as I am raising my grandchildren. I have NO groceries, or gas in my car to get them to school. We set out walking an hour before school starts as it is over a mile away. I had to borrow money from a neighbor just to send the fax. I am desperate for someone to guide me on how to resolve this and be granted access to the unemployment I am entitled to.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84414
Submitted Via: Web
Date Sent: 2020-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-10
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: The bank locked my account with out my knowledge and I was told in order to unlock the account I had to send my legal documents. I sent my legal documents 3 times now over the course of 3 months I have been told different times my card should be unlocked and that I should call again.. everybody I have spoken too gave me a different answer but no solution. I have a XXXX XXXX XXXX daughter and that unemployment was to help me and my daughter and bills. Im now in my 3rd month and Im still being told nothing about my card being unlocked.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19138
Submitted Via: Web
Date Sent: 2020-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-11
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I have a mortgage with US Bank. I am now receiving suspicious emails ( three so far ) asking me to go to link regarding my mortgage application. But I do not have an open application. I have called the bank several times and forwarded the suspicious email to their fraud address. Someone appears to be using my information to get a loan or something. One bank rep said I shouldn't be concerned, with no explanation. And that's the only response I've gotten. They are ignoring this. And someone may be in the process of using my personal information and ruining my credit.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2020-10-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-11
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: US Bank needs to verify how they did a complete and accurate investigation to the credit reporting agencies under section 623 A. If you use the EROscar system you did not properly do a complete and accurate investigation and the reporting of the account needs to be removed promptly. Continuing use of the E-Oscar system as a form of verification validates my rights and I will seek litigation
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-10
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/2020, I receive an unsolicited Visa debit card from U.S. Bank Reliacard , which lists its address as Cardholder Services, XXXX. XXXX XXXX, XXXX, IN XXXX. I tried to reach the issuer using its phone number but was unable to connect with a representative because the line was limited to digital responses. This is the second such unsolicited card received within the past two months, the other being from XXXX, which I understand is a XXXX affiliate. I have written U.S. Bank Reliacard to have the card cancelled and to inform it of the fraudulent issuance. My complaint is that issuers like U.S. Bank Reliacard fail to take appropriate steps to assure that such cards are not issued at the request of fraudsters who then use the accounts for fraudulent purposes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Dear Consumer Finance, This complaint is against US Bank. I have experienced tremendous pain and suffering due to this account. Over a month ago I opened an online checking account with US Bank. I had an unauthorized transaction that took place causing m account to freeze. After numerous attempts of speaking with my supervisors, tellers, bank managers, and spent hours being directed to so many different departments. Not even a month I had unauthorized transaction and my account was closed. Even my account being closed and requesting funds to be given either at the branch or sent in the mail. Its been over a month I have waited to see my refund of about {$1100.00}. I take care of 2 Senior parents, during that time I had experienced a loss, I suffer from XXXX XXXX and I even spent hours letting them know this caused health issues. Their response was they couldnt do anything. The efraud team treated me unfairly and discriminated me and also made assumptions. This company have caused sleepless nights, my health to be worse, and I cant believe they are doing this during COVID. This bank has contracted with XXXX XXXX to do Bank products and I happened to be a licensed XXXX XXXX agent team member. I find it so hard just my personal experience alone to see how unprofessional these employees such as supervisors, managers, tellers, horrible customer service, the worst. Misleading information and communication is not there. No assistance given. Still after visits to the branch, making customer service calls early in the morning and at night. Unbelievable and horrible work ethics. Unfair treatments. Banks like this caused my health to fail. If I dont die from COVID, the XXXX, XXXX and XXXX this has caused is unacceptable business and bank practice. No refund of my closed account and I was told to wait 90 days to stop a cashier check. No flexibility. No options.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 90620
Submitted Via: Web
Date Sent: 2020-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-10
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Good evening, my name is XXXX XXXX Ive been trying to unlock my us bank account since XXXX XXXX.To begin with I never even received a card to access my benefits in the first place and when I get the card I am locked out.I sent in my documents and I am still having problems even getting in contact with somebody to help fix the situation.This is my last resort please help.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19140
Submitted Via: Web
Date Sent: 2020-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My house burned down and us bank received the money from the insurance company. The amount they received exceeds the.loan amount. They refuse to send me.the money. I can not get them to send my builder a deposit to start construction. I have submitted every document they asked for. Please help us
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SC
Zip: 29483
Submitted Via: Web
Date Sent: 2020-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A