Consumer complaint received 2023-06-06
Company: U.S. BANCORP
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
I was notified on XX/XX/XXXX that I had unclaimed funds in my XXXX reward prepaid visa account. I thought that I had closed this account XXXX years ago but contacted them the morning after I had received the letter from them. The card is serviced by US Bank. They told me I had {$1800.00} still sitting in my old account. I verified all of my info and the was told a new card would be sent out. 
I would receive it XXXX with MY money on it. I did receive the card. When I went to activate the card, I could not because someone had entered the last XXXX of my social security number incorrectly in their system. I will tell you this is the specific reason I cancelled this account to begin with XXXX  years prior and I had jumped thru every hoop they had requested back in XXXX. I faxed them multiple copies front and back of my ss card and my XXXX  Drivers License. Each time I would call to follow up with them to make sure all my info had been received and would be corrected, I was given different information as to which dept to send my ID to, the fact that I had to be issued a new card once my id was verified or the fax was blurry and I needed to resend. Take your pick each new customer service agent I spoke to gave me slightly different info for the entire XXXX or XXXX months of calling between XXXX and 4 times a week and spending hours on hold each time I called. 
So back to this past XXXX. I once again could not activate the account. So like a bad dream that won't end this began again. I faxed my ID with the account number documented which I did. They said they received it and then told me i had to be issued a new card because it would have my correct info. They once again sent me a new card and wouldn't you know, I could not activate it because no one had updated the account with my proper info. I called yet again, now that this had dragged on for nearly a month I get a customer service rep who tells me they do not update ID info on these cards anymore but she can request that I am issued a.paper check for the {$1800.00}. Of course this could have been done the first phone.call I had verifying the funds were.mine, but ok so time to wait another week and a half. So finally today I receive a paperback written to me by us bank card member services. I go to a US bank branch in person. I give them every piece of info they ask for my name address phone birth date, social security number, my occupation, furnished them With mutiple valid forms of id. Only to be told the check is good, yes it is written on their bank, but they could not cash it it had to be deposited into my bank and then I would. XXXX able to access the funds. How is this legal or ethical in any way? This has been one of the most miserable and anxiety inducing experiences of my life honestly. It is precisely why I gave up XXXX years ago and forgot the money was there to begin with. They have held my money hostage for XXXX years and somehow issued me a bank check that can not be cashed at their bank. .please help!

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