Consumer complaint received 2022-02-18
Company: U.S. BANCORP
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I contacted Reliacard XXXX in XXXX of XXXX, to inform them that I was a victim of identity theft and that I just found out because my SNAP benefits had been cancelled because I was getting accused of fraud. I asked the associate to stop my XXXX benefits and that I wanted to start a dispute about the transactions on XX/XX/XXXX {$1400.00} & XX/XX/XXXX {$1600.00}. She said she needed to confirm a few things, then she returned to our call almost accusing me of lying and asking me why I hadn't called sooner. She was very rude and ended up not doing anything that I asked her to do, but she had told me that everything had been taken care of and she was mailing me forms to be filled out for my dispute but noted it on my account. I waited for 3 weeks before I called back, I asked about the forms that were mailed to me and he informed me that because of the coronavirus mail and everything else was going very slow but to be patient and we hung up. I called weekly after that because the forms never were mailed because there isn't any forms they could've started my dispute over the phone! And, they never stopped the benefit checks! One of the times I called, they didn't allow me access to my account because according to them I couldn't confirm my identity, unbelievable. I called back a few weeks later and I was allowed access, I asked why I was not allowed last time and she had no idea what I was talking about. So, I explained to her from the beginning when I first called and what I wanted and what the first associate told me. She ended up transferring me, i had to explain to the same story again, she said she needed to look in to some things and she would call me back. She never did. And they never stopped sending my benefit checks to whoever they sent them to! I have been trying to dispute the following unauthorized transactions ; XX/XX/XXXX {$1400.00} XXXX XXXX, XXXX {$1600.00} XX/XX/XXXX {$410.00} XXXX XXXX, XXXX {$1300.00} XXXX XXXX, XXXX {$270.00} XXXX XXXX, XXXX {$910.00} XXXX XXXX, XXXX {$370.00} XXXX XXXX, XXXX {$370.00} XXXX XXXX, XXXX {$370.00} XXXX XXXX, XXXX {$410.00} XXXX XXXX, XXXX {$410.00} XXXX XXXX, XXXX {$410.00} XXXX XXXX, XXXX {$410.00} XXXX XXXX, XXXX {$370.00} XXXX XXXX, XXXX {$910.00}. 
Also, in XXXX of XXXX on my same account there was a deposit made of {$2700.00}. Again, Reliacard allowed someone to steal {$2000.00} the max amount that can be taken of my account! I again called to dispute that transaction and won because they obviously found some proof that I wasn't lying and that they made the mistake. They refunded that {$2000.00} to me, so why doesn't refund my previous transactions listed above? Because I didn't submit a dispute in time? Or more likely, one was never submitted!?? I called and tried to do what I needed to do. And, I understand that they were extremely busy because of the coronavirus. But, truly and honestly they owe me that money. And, XXXX way that I know that this could be fixed is by listening to our recorded phones. Reliacard claims to record every phone call, I pray that they do and they also claim to reimburse the disputed amount of money if their investigation is not complete in 10 days. I hope they hold true to what they say. 
I am enclosing proof of my identity theft along with the detectives name and phone number, police report & various documents. Thank you

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 monetary relief