Date Received: 2020-09-22
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: Pennsylvania sends it's PUA benefits to US Bank Reliacard. There is no option for a paper check or direct deposit. On XX/XX/20 I logged into my US Bank Reliacard account and put in a transfer to my checking account which I have done numerous times. This transfer would normally arrive in my checking account the next day. After a week the money was still not in my checking account. I called them on XX/XX/20 to find out why the money was still not in my account. They told me it could take up to 5 days to complete the transfer. On XX/XX/20 the amount of the transfer was credited back to my Reliacard. I attempted to call them numerous times and was disconnected by their automated system due to " heavy call volume ''. I finally reached a representative on XX/XX/20 who told me my account had been flagged for fraudulent activity. I asked him what that activity was and was told he didn't know. I was told to FAX a copy of my driver 's license and account number to them and my account would be reinstated. I did this on XX/XX/20. I was told my account would be reinstated within 48 hours. As of XX/XX/20 my account is still inactive and I am unable to access the money in the account. I have tried to call them and am getting disconnected due to " heavy call volume ''. This company is appropriating funds from people and giving them no access to the money and no way to contact them. In short they are stealing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 18360
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Problem getting a card or closing an account
Subissue: Trouble closing card
Consumer Complaint: today on XX/XX/20 i tried contacting reliacard by US bank and spoke with XXXX he gave me a number of XXXX and that was to the us treasury dept, now this is a bank account not dept of treasury and want to close this account out all together because i thought it was a credit card and its not, nor do i need any unemployment i work for a living and i want this account closed and trying to get a hold of anyone of for customer service for reliacard is horrible it will just disconnect you if no one is available and you have to call back and put all that information again and restart waiting all over again and they refuse to the shut down this account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 159XX
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Problem getting a card or closing an account
Subissue: Trouble getting, activating, or registering a card
Consumer Complaint: May have lost my card or it was stolen is it way a to get a new reliacard please help me
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 19131
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: My wife received an unsolicited USbank " ReliaCard '' debit card in yesterday 's ( XX/XX/21 ) mail. We have never had an account at USbank, ever. There is some information on the internet about this being part of some scam. Unfortunately, there is NO WAY to contact USBank. I have tried the XXXX number on the card and the automated system warned that I was th 482nd person in line to speak to a human. I went on line and found where I could activate the card, there was NO WAY to de-activate the card and was pointed to the same sham of a customer support number. Bottom line, and this is confirmed by other 's comments on the internet, is that there is NO WAY TO CONTACT USBANK! We even followed the instructions to set up both their mobile and on-line account programs in hopes of finding some way to contact them about this problem. Sure enough, her account with a {$0.00} balance got activated. I repeat - my wife has NEVER had or ever applied for any type of account at USbank. # USbank fraud # USbank ReliaCard fraud # USbank customer support is non existent
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: IL
Zip: 623XX
Submitted Via: Web
Date Sent: 2020-09-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: I have a rewards balance of XXXX that I want to credit myaccount balance. They wont let me redeem at all. No online access so i called on 5 different occasions with the last being Mon. XXXX XXXX, 2020 and when I try to redeem it always says unavailable. Their branches are not open by appt. only. i have over 5 types of accounts which i am thinking of moving everyone.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: CO
Zip: 80128
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: XX/XX/2020 ~US Bank Relicard denied atm withdrawal with money in account. ~Called customer service. ~was told account is locked. ~faxed identity information to reliacard after already confirming and needing the account unlocked immediately ~I was told to wait 5 business days XX/XX/2020 ~a week later ~have not recieved fax ~told to wait 7 more business days I HAVE ZERO ACCESS TO MY MONEY AND I'M HUNGRY AND THEY WILL NOT UNLOCK MY CARD THAT SHOULDN'T BE LOCKED ANYWAY. reliacard, us bank and unemployment have made zero effort to help me and have waited on hold for hours and hours and hours on end.
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: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Trouble using the card
Subissue: Problem using the card to withdraw money from an ATM
Consumer Complaint: On XXXX of XXXX thia year Money was the loaded onto my U.S. Bank reliacard from my PUA unemployment through the state of Pennsylvania. I went to use my card and it was declined at the ATM. I tried using it and the register and it was declined there as well. After calling customer affairs on the back of the card i was told to send a fax of my state iD card and priof of my current address. And that my card would be turned back on once that info was reviewed for fraud and found to be true. After sending in the required documents. I am now told it is still in review and can now instead of taking 5 days to view it can tske up to 15 business days?! Thats ridiculous. the review time keeps changing and i can not access the money that was on ky card. Over 2 grand worth now. I have bills and my rent is due. And they will not wait to verify a coupke documents that shouldn't take long at all. That any of the 5 people i have called and talked to couldn't verify themselves.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I went into forbearance with US Bank due to covid concerns and requested to end the program on XX/XX/XXXX. They were supposed to provide with paperwork to complete the request and did not. I contacted them on XX/XX/XXXX asking about the paperwork and was immediately sent it via email. It stated I had until XX/XX/XXXX to sign and file the final paperwork to defer payment to the end of the loan and officially resume my regular payment. I called on XX/XX/XXXX because i had still not received the paperwork. I was told it was still in underwriting and they were backed up. I called again on XXXX and was assured they were working on it ad someone would get back to me. Again i called on XX/XX/XXXX and was told they were going to escalate the issue and would get back to me ASAP with a resolution. Today XX/XX/XXXX, after not hearing back from anyone, my loans was placed into collections with no notice or information from US Bank as to why, or any paperwork to defer payment and finalize my forbearance. US Bank has failed at all turns to resolve this situation. I resumed payments on XXXX and the funds were placed in suspension.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 33324
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Closing on a mortgage
Subissue:
Consumer Complaint: I am the Seller 's Realtor for XXXX XXXX XXXX XXXX, XXXX, AL XXXX. XXXX XXXX, with US Bank was the mortgage loan originator ( NMLS # XXXX ) for the Buyer, who was not my client. We were scheduled to close on the home for the {$250000.00} agreed upon contracted price on XX/XX/XXXX. This home was in very high demand and sold the first day for XXXX above asking with multiple offers. The original list price was XXXX. On numerous occasions during the process, I inquired regarding the status of the appraisal and received no response. I received an email from XXXX XXXX on XX/XX/XXXX at XXXX that the home appraised for {$240000.00}. It was a short blunt email with no explanation. I was informed by him that my Seller needed to agree to the reduced price of XXXX per the appraisal by XXXX that day so disclosures could be sent in time for the XX/XX/XXXX closing. This did not give my Seller time to consider the current situation and/or object to the appraisal. After several emails back and forth disputing the appraisal, the lender told me that we had NO grounds for a dispute and would not offer us a way to dispute the appraisal. There were several initial glaring errors on the appraisal, but the main one is that the appraiser only gave XXXX in value to the 1st floor. He called the 1st floor a basement and wrote the report up as if the 1st floor was a below grade basement. I even went to the home that evening and took a video of the home showing that the 1st floor was not below grade and was not a basement. Once again, even after receiving the video, he would not allow me to submit a dispute. That evening, I also searched the MLS and found another major error on the appraisal. There was a significant comp that was on the appraisal for XXXX, which was in error. The home actually sold for XXXX. I sent the MLS information, and the lender still would not consider granting us a revised appraisal. Also, during the correspondence, he would not answer the phone and was rude to me and the Seller. During this time we spent asking for a revised appraisal, we lost precious time, which we did not have due to receiving the appraisal at the last hour. The Seller then conceded to close the following week on XX/XX/XXXX with the lender telling us that we would have no problem closing by the new date due to the fact that all paperwork was ready to go. Then, after calling and emailing for updates all week with no responses, we learned on XX/XX/XXXX that the lender missed the fact that the Buyer had a short sale on her record, and financing was denied. There was very little communication on his end, and he 100 percent completely refused to reconsider the appraisal due to the major error that was evident. I am attaching those emails to this complaint, which details his lack of motivation to reconsider the faulty appraisal. It is my feeling that he was colluding with the Buyer and the Buyer 's agent to get them the home at a reduced price, which is why he refused my request to dispute the appraisal. I also feel that this is the reason that I was sent the appraisal at XXXX on the last day before disclosures had to be sent to underwriting. This was in my opinion purposeful to prevent my Seller from being able to dispute or consider other options in a timely manner. In the end, this deal completely fell through due to his lack of diligence to make sure that the Buyer had the proper credit to purchase the home in the first place. I am completely appalled that US Bank refused to evaluate his poor performance. In addition, his professionalism was sub-par at best and bordered on rude and arrogant in most of his correspondence. He took the position that under no circumstances could we dispute the initial appraisal and would not listen or submit our complaints in regard to the first appraisal. I have been in real estate for 15 years and thankfully, I have not had to dispute many appraisals on behalf on my clients. However, in other instances, when I made the request to dispute, my request was heard and reviewed and considered. The outcome changed in some cases and in some cases it didn't change but in all of those cases, I was respected, and my client was respected.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-21
Issue: Trouble using the card
Subissue: Trouble using the card to pay a bill
Consumer Complaint: US Bank Reliacard Account was put on hold XX/XX/XXXX. They asked for government ID because of large scale fraud in the state of PA. Government ID faxed XX/XX/XXXX. I was told it would take 5 business days to free account of hold. On the 6th day of the hold I was told it may take 10-15 days. I am on unemployment for the 1st time in my life. Our credit is being hurt and we have had to liquidate most of our IRA. I am only XXXX years old. I call US Bank every business day. They can not help me with any answers.
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: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A