Consumer complaint received 2021-02-08
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:
As of today, my funds in this bank account are being withheld from me without reason or justification. I have {$990.00} in the account, however US Bank Reliacard has restricted my access. I do not know why they are doing this, however I have fully complied with every request they have made for proof of identity and still, I am being denied access to my own money. This money is from Unemployment as I have worked a job and been fired from that job and have been awarded PUA. They requested my birth certificate, social security card, and school ID ( I am a XXXX ). Due to COVID-19 I have not been allowed access to my school campus since XX/XX/XXXX, therefore my school ID has expired.They rejected all the above simply because my school ID has expired even though they told me to send them a copy of the expired ID! No matter what they ask for, I provide it but they still come up with every excuse to not accept my identification and further withhold my funds. I even went down to the DMV and stood in line for 3 hours to get a state ID. I sent them in the temporary copy as one of the supervisors in the escalations department advised me that would be acceptable. I sent that in and they STILL rejected my state ID! I have done everything they ask and I believe what they are doing is illegal, criminal and unjust. They are saying this is for security purposes, however I have verified my identity to the fullest extend and still they are withholding my funds. I have rent and bills to pay. I do not receive food stamps. I use my unemployment to eat and survive. Each day my landlord adds XXXX dollars late fee until rent is paid. This bank is ruining my life. They are stealing money from thousands of unemployment people and causing them to be hungry and homeless and I am one of them. Something needs to be done about US Bank Reliacard illegally withholding funds so that they can accumulate interest off of our money and in the meantime cause us to suffer more than we already are. Please help! 

XX/XX/XXXX : Unemployment Benefits are deposited on the the US Bank Reliacard in my name. I attempt to XXXX XXXX my half of the rent to my roommate, its denied. I got to XXXX to get cash back, its denied. I got to the atm to try to get cash back, denied. I call customer service and spoke with a XXXX who advised me there was a 24 hour hold on the card due to XXXX XXXX  and to wait until XXXX the next day to use the card and it should work. 

XX/XX/XXXX : I got back to the atm at XXXX the next day, attempt to withdraw cash, denied. I tried a lesser amount, declined. Called customer service again, they tell me the account is permanently blocked and until I send in birth certificate and ssc they wont unblock the card. I sent in birth certificate, social, last check stub, a letter explaining I am a minor ( XXXX and XXXX XXXX  ) and unable to get a state ID until I am XXXX and XXXX XXXX. They said ok and to use my expired school ID ans that it will take 5 business days to review. I sent in the school ID, waited 5 days and called customer service. They then said expired IDs are not acceptable. Even though they told me to send in the expired ID. This is when I began to feel like I was getting the run around. 

XX/XX/XXXX : I called customer service again and requested a supervisor. Spoke to XXXX XXXX who told me to have my mom send in her state ID since im a XXXX. I did that, and then I got a call from card services saying it was rejected. At this point it is obvious they are telling me anything just to stall and hold my money. 

XX/XX/XXXX : I get on XXXX and search " Reliacard locked '' and found several groups and posts from thousands of members who are also experiencing this issue. One of the group admins posted that if I call reliacard and request for them to close the account and mail a certified check that they will do that. I tried and was told that since the account is locked they cant do that either. So now they are intentionally holding my Unemployment because sending a check to my address where I have lived for 5 years and where unemployment mails my correspondence should be proof enough that I am who I say I am. You cant even cash a check without identification so why are they denying this? Exactly. So I then reach out to US Bank via XXXX XXXX. They just told me to do the same things, which I again did and was told the next day the documents were rejected. My birthday is XX/XX/XXXX so XX/XX/XXXX made me XXXX and XXXX XXXX old and able to go get a state ID. 

XX/XX/XXXX : I go stand in line at the DMV for 3 hours and come out with a temporary state ID with my picture and signature on it. I called XXXX XXXX back at the number he gave me and he told me that the temporary ID would be acceptable and to allow 5 business days for processing. I agreed, even though 5 business days is excessive. No traditional bank like XXXX or even XXXX XXXX would do this to their members, but still I agreed and waited. 

XX/XX/XXXX : I receive a call from card services basically telling me yet again they rejected my ID and are not going to release the hold. At this point, I have nothing more to do. 

I have do everything they asked and they are still holding my money. In the meantime I am losing everything. Unemployment has determined that I qualify for those benefits, how can this bank just withhold them without reason or warning? I need this resolved asap.

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