Consumer complaint received 2020-10-10
Company: U.S. BANCORP
State: CO
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Problem using the card to withdraw money from an ATM

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 public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation