Consumer complaint received 2021-07-22
Company: U.S. BANCORP
State: IA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Communications between self and Reliacard Customer Service ( CS ) /Automated Texting ( ATS ) Automated Emails ( AES ) : XX/XX/XXXX : Contacted Iowa XXXX XXXX XXXX XXXX Instructed to contact Reliacard Customer Service Contacted Reliacard CS Updated mailing address, requested replacement card using expedited shipping method XX/XX/XXXX : Received and activated card XX/XX/XXXX : First use of card Contacted Reliacard CS to unlock and access online banking app XX/XX/XXXX : Last use of card ( lost ) XX/XX/XXXX : Deposit made into account ( ATS/AES XX/XX/XXXX : Card shipped notification ( AES ) XX/XX/XXXX : Contact Reliacard CS to report card missing and request replacement XX/XX/XXXX : Attempted to login to app to check account status too many failed attempts account access locked until confirmation via phone with Reliacard CS XXXX Card shipped notification via ATS ( arrival expected in 3-5 business days ) XXXX Card shipped notification via ATS ( arrival expected in 3-5 business days ) XX/XX/XXXX : Called Reliacard CS to inquire about the delay in receiving the replacement ( According to ATS message XX/XX/XXXX, card would arrive no later than Friday, XX/XX/XXXX ) Call unanswered after 15minutes, had to disconnect while driving. 
Found debit card in unopened envelope in back seat of vehicle ( no date/never activated ). Used barcode to initiate activation failed instructed to contact phone number on card. 
Contacted Reliacard automated activation service failed ( during call initiation automated system stated that there was a card associated with my account and there were no options to activate one thought the online activation must have worked and the final page loaded incorrectly ) Took card to ATM to inquire on balance and confirm activation - failed Contacted Reliacard CS to inquire was informed that it was reported stolen. Also was informed that no acknowledgement/record/notes of the request for a new card on the XXXX. After researching thoroughly, CS did not have any indication of my request for a replacement card nor had a replacement been shipped ( told me the last call they received from me was on the XXXX of XXXX ). Was informed that the new card that I was attempting to activate locked my entire account when the ATM inquiry occurred ( security feature ) which would remain active for 24 hours and I would have no access to my account/funds until the lock was lifted.

After spending more than 2 hours on the phone ( 15 minute wait time cut off, 21 minute wait time-cut off, third attempt was successful, total call lenth including waiting was 49 minutes ), Reliacard CS manager/supervisor agreed to activate card and lift/remove the Stolen/Lost restriction on the card. Informed me I could finish with the purchase at the gas station that was pending my resolving the activation failures ( I was sitting with no gas at the pump the entire time I was attempting to reach CS. Also, reassured by supervisor that I would have no further issues using the card since the error was at no fault of my own and that the lock had been lifted on the card. 
After ending the phone call, I went inside to attempt the payment and the card was denied. 
XX/XX/XXXX : Contacted Reliacard CS to resolve the problem. The card was supposed to have been received 7 days ago and all access to the money has been denied by CS. Was informed by supervisor that the lock would not be lifted off the account until 24 hours had passed from when the ATM attempt was made the previous night. Also refused to explain, review or discuss with me the false information provided by the manager spoken with the prior night. 

There is absolutely no excuse for this disregard/negligence. They will not transfer the money into my other bank account. They have lied/misled me multiple times. They are refusing me access to my funds and that is illegal. This is a child support card ( its supposed to help me support my child. This card was expected ( as per US Banks commitment ) 7 or more days ago! I have now incurred overdraft charges to my primary account totaling over {$200.00} as a result of the delays US Bank caused. US Bank needs to take responsibility/accountability for their careless choices or they need to be reprimanded for breaking federal law. It is illegal for any agency to hold support payments from the court ordered recipient for any reason.

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