Date Received: 2020-10-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I had to open a US bank reiacard to receive Unemployment payments. First issue came about a month later when I attempted to make to second transfer of funds to my local bank, JSSB. The first time I transferred, there were no issues. Now I have my account locked and funds frozen. I called the customer support on the card and spoke many times with someone who explained to me that I needed to verify my Identity. This was started XX/XX/2020. I have faxed over the appropriate information that was asked of me. After 10 days, I called again and they received nothing is what they said. I have sent them over again on two other separate occasions. But now I'm wondering if I was even talking to the right people and had sent over my copied valid drivers license. No one has been able to give me an answer. I call and ask to speak with someone and get deliberately hung up on. Would like to know what is going on and how to access my funds and accounts. I need that money, I have bills to pay. PLEASE HELP.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 168XX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
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 purchased XXXX XXXX flights with my U.S. Bank credit card totaling {$2200.00}. Subsequent to purchasing these flights, XXXX XXXX cancelled the flights. I requested a refund with XXXX XXXX through the phone and through email communication. The airline refused to refund me for the flights that it cancelled and eventually became non-responsive. Then, I disputed the charge on my card with U.S. Bank. Initially, I was provided a provisional credit for the charge. However, this credit was reversed and I was informed on XX/XX/2020 that this was because we " received the services represented by the transaction. '' I then called U.S. Bank to try and resolve the issue and communicated to their personnel that U.S. Department of Transportation rules require airlines to provide a full refund for flights that airlines cancel themselves, irrespective of the reason for the cancellation. However, U.S. Bank personnel informed me that XXXX XXXX provided some sort of documentation to show why they were rejecting the dispute and not offering a refund. I reminded U.S. Bank personnel that airlines can not ignore Department of Transportation rules and that it was illegal for them to refuse to provide a refund under the circumstances. I was informed that there was nothing that could be done because certain " Visa rules '' required them to reject the dispute if the merchant ( i.e. XXXX XXXX ) provides ANY documentation objecting to the dispute. I reminded U.S. Bank personnel of the Department of Transportation rules but was informed that there is nothing they could do. I was instead provided with the mailing address of the Office of the President if I wanted to submit a complaint. Given that I am legally afforded a full refund, and not a travel voucher or any other alternative, I am seeking help to resolve this matter as soon as possible.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CA
Zip: 926XX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: I opened an account at a branch with US bank in XX/XX/2019. At the time they had a promotion for {$300.00} if certain criteria were met. This can be and has been verified by US Bank. I met the criteria and have yet to receive the {$300.00}. Ive contacted the support services and the branch. Ive left voicemails with the branch on multiple occasions. Twice I was able to reach a bank representative who told me that they would get back to me, but never called back. Support services has told me several different stories. At one point I was told Id receive the money within 30 days, but never received it. On two other occasions in the past 3 months I was told that they would work it out and that someone from the branch would be reaching out to me. Needless to say this did not happen. Basically, support services tells me theyre not responsible and I have to deal with the branch. The branch tells me the employee who opened my account is no longer with the company and theyd have to escalate my issue which will take some time. Both dead ends.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: MD
Zip: 21001
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: Hello, I tried to transfer money from my card to my bank account approximately XX/XX/20 but the money was returned to the card. When I called the card to find out why they said the card was restricted and they needed me to send a picture of my drivers license to have the card unrestricted. I faxed a copy and they said it was a little blurry and to send another. I faxed in 2 more copies and uploaded a copy on to their website and have been waiting over a week and still have heard nothing. Everytime I call they just say it's pending and don't have any other information.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: Hello my name is XXXX XXXX. I have a usbank reliacard. My card was locked XX/XX/XXXX. I have been contacting relicard customer service to get this fixed, I was told to fax a copy of my ID, drivers license and the reliacard number. I did all that and waited two weeks. Called them back and they said there was no fax ever received. So then I uploaded the documents on their website. I was told my an agent that the documents are now attached to my account and that it would take 5 business days for them to review it an unlock my account. It has been 5 business days and I am now being told my account is not unlocked an could take up to a month. I have bills to pay. I will loose my home. This account has already been locked for over a month. Please help. Usbank reliacard has been given all the proof of my information. Every agent I talk to makes up more lies an just says to wait. I cant keep waiting.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 157XX
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have a Fidelity Rewards Visa Signature credit card as described in the following webpage : https : //www.fidelity.com/cash-management/visa-signature-card. As it states clearly, quote as below : " Every eligible net {$1.00} spent equals XXXX Reward Points. No limits on total Reward Points and no restrictive categories Reward Points will not expire ''. I never heard of anywhere or was told that the reward points would expire. So I never thought of checking my rewards status, until recently I came across my rewards activity and realized that over the past year a total of XXXX points of mine expired in 3 times. I contacted the card customer service and they told me unused points would expire after 5 years ( which was completely opposite to the introduction on their own website ), and they could not reinstate my expired points.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: WI
Zip: 53144
Submitted Via: Web
Date Sent: 2020-10-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-05
Issue: Problem getting a card or closing an account
Subissue: Trouble getting a working replacement card
Consumer Complaint: Hi my us Bankreliacard was locked I Called 100x Times was Told to verify my identity I Did I uploaded document and I was told wait 24-48 hours I have wait 5 days and my card is still on hold
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: DE
Zip: 19802
Submitted Via: Web
Date Sent: 2020-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I contacted the office of the president, Elan Financial Services, XXXX XXXX, XXXX XXXX, ND XXXX Complaining that the {$350.00} of the Visa Debit Cards I had ordered as benefits thru the XXXX Credit Card benefit program did not work -- they were refused both online at any business I attempted to use them. I received a response from Elan Office of the President requested information such as where I made the requests, the number of the cards in question, and my personal information, that I was to snail mail to them. Several days later, I received a call from a telephone rep of the Elan company requesting for me to call to them and to speak directly to the rep, which I did. This was after spending nearly 12 to 14 hours on hold to the company credit card help line, only to be told that all cards were in working order, and that the problem had to be on my end ( three calls total to lower tier helpline ) None of the numbers worked, which is why I wrote to the above Office of the President. I called the rep, who spent approximately 1/2 hour on the phone with me, looking thru each credit card, and actually removing fees charged to me on some of the cards that I could not access. I was then told that the cards were fine, but I had made the mistake of attempting to use VISA debit cards online on XXXX, and the ELAN 's forgery system disallowed such purchases, because the algorhythm of the fraud program saw this as an abuse of the cards. In order to actually use the cards, I would have to do so within my zip code area for them to work. If I did, I would be in fine shape. About one month after that I went to XXXX XXXX XXXX and attempted to buy several hundreds of dollars in lumber and supplies for a DIY project I was doing at home. Every single one of the cards was denied by XXXX. I apologized and left, after putting back all the merchandise. I went to XXXX XXXX, in the XXXX zip code area and again tried to make a purchase -- this time for only {$150.00}. Again, all of the cards were denied at checkout. I then decided to give up. I wrote to the company again and said that the problem had not been resolved and to please help me. I was sent a response that I would receive a response soon. This was over a month ago. I have received no response. I wrote to XXXX XXXX, based in XXXX INdiana, the sponsor of the program -- company that offers the rewards program as incentive to use its credit card, but denies any responsibility for anyone trying to use those rewards. As a result, I have hundreds of dollars in useless cards. I have asked repeatedly to just receive credit back from the rewards program -- an answer which seems fairly easy, since the cards do not work, and therefore are fraudulent. No response from Elan. No response from XXXX XXXX Nothing. I am writing out of desperation. These companies enticed me to use their credit card through a rewards program. I saved up points for years to get prepaid cards to use to help me at home, as well as help pay for items for my mother who is in assisted living. I've explained all of this over and over to no avail. This is theft, and I am being ignored. I really need your help please. Thank you.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IN
Zip: 46385
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: ONCE AGAIN, US Bank applied funds CLEARLY marked " PRINCIPAL ONLY '' to my loan interest. This is fraudulent. I have contacted them, and the CFPB on multiple occasions to rectify this issue. US Bank claims the issue is fixed, and it is not. They tell me I HAVE to use their online payment system to may a principal-only payment, which is fraudulent. They have rigged their online system to prevent easy principal-only payment, forcing me to send payment outside of their system. This is absolutely ridiculous. They should lose their license.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CT
Zip: 06437
Submitted Via: Web
Date Sent: 2020-10-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-10-04
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: I had my account frozen about XXXX and a half weeks ago I was told to fax in docs I did that but still frozen
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2020-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A