Consumer complaint received 2021-01-04
Company: U.S. BANCORP
State: TX
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:
I receive unemployment and I had no issues well the workforce section of their website had an old address from when I had previously used workintexas and lived in XXXX and the info on the workforce work in texas was from XXXX so I hadn't realized that and updated it to do my worksearches for my unemployment I've been getting since XXXX I updated my address in XXXX so unemployment side of website had my correct address but the workforce work search side of website had the old info and updating my address sent an alert to reliacard about an address change but the address didn't change for reliacard it just shows I updated it and it took them until XXXX they flagged my account and restricted it asking for verification of my identity ok I have faxed emailed used their app their website their ID upload numerous times over 20 times and they always say well give it 5 business days or 2business days ... I get different stories everytime I call which I am on hold sometimes 3 or 4 hours .the images I upload are not blurry I get the confirmation numbers and they will not lift the restriction and have placed my account in read only mode and is now inactive .I can not close account transfer in or out .I just want to clarify I am using the same device ip address app phone address that I always have and I had to have my benefits sent to me by paper check while waiting for my personal bank to have the direct deposit set up which I have now .I have also sent in to reliacard pictures of the checks and paperwork unemployment sent me selfies of me holding paperwork and I.D . and I've sent my social security card .my medical bills my marriage license my birth certificate my unemployment papers all with the same address I've had the entire time I've been using reliacard and over and over they say the same thing give it 5business days I have asked everytime to have a supervisor and they say they schedule a call back but they never do.They refuse to transfer me to the fraud dept or supervisor or give me any number to reach them their representatives on the phone have lied to me everytime .one said she had the supervisor listening but that I couldn't talk to them and then promised my restriction would be lifted the next day by XXXX the next day their was no notes saying that I even called and was still restricted .I call back and the csr says that since my account is inactive that their no time limit to how long they can hold the funds that they can keep my funds that are trapped in the account indefinitely..after researching I find that was also a lie because after so many days of being inactive I will be charged XXXX $ day or month idk but regardless it was a flat out lie because no my account can not be inactive indefinitely .Now I feel like they are attempting to make it so frustrating for me to have my funds and I wonder how many others they have done this way? Millions of dollars they could have finagled .why have they not returned the funds back to unemployment why won't they close my account why would they let their csr lie to me I know I'm not the only one they must be aware of these issues Im only missing one benefit payment from XXXX XXXX XXXX for XXXX $ but I need this money badly If my workforce and unemployment know who I am and have me verified why can they not verify me why have they had it blocked for over a month .I 've submitted complaints to fdic XXXX the workforce and now I found y'all please help me

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