Consumer complaint received 2023-12-08
Company: U.S. BANCORP
State: PA
Product: Prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
XX/XX/XXXXXXXX  -- unable to login to usbankreliacard.com with saved password and user name. Customer svce ( CS ), kept having me change it. I finally figured out on my own that I need to enter the info manually as the web site doesn't not remember your saved info like every other banking institution or company does. 
XX/XX/XXXX -- i finally get to my account and go to " card to bank transfer '' to transfer the entire amount ( XXXX ) to my checking account held at my local bank. I get an error message saying " the amount you enter must be greater than XXXX. '' Well, the number was greater than XXXX and here is where the saga begins. After speaking to 2 different CS reps who identify themselves as XXXX, I get to a supervisor named XXXX. She is the first one to tell me there is a dollar limit of {$1500.00} which I can withdraw everyday. I did not know that and want to move all of it at once. XXXX says she can request a " velocity increase '' for that amount, it takes 2-3 biz days and will be available on XX/XX/XXXXXXXX  and then the $ won't actually clear for another 4-6 biz days. So I already get it -- how they're going to hold onto my money for as long as possible so the bank can earn the interest. In the meantime, XXXX tells me, I can transfer the maximum of {$1500.00} everyday. 
XX/XX/XXXXXXXX  -- Friday night XXXXTRIED AND UNABLE to make the transfer of full amount as XXXX advised I would be able to do. I get to supv. XXXX. XXXX tells me XXXX made a mistake with the date. Sorry he can't do anything tonight, but he filed a complaint with the bank on my behalf because of the mistake. He credited me for the multiple fees on my acct. He said he would put in another velocity increase request ; and again, it would take 2-3 biz days. 
XX/XX/XXXXXXXX  -- Weds TRIED AND UNABLE to make transfer of full amount. I get supv. XXXX. OOPS!!! the velocity increase was available on Tue XX/XX/XXXX at XXXX and only for 24 hours so I missed my chance! I said I would have no way of knowing any of that ; it was less than XXXX biz days and didn't know about the " 24 hour '' rule. I ask XXXX who is in charge of this velocity increase ; she said the Limit Increase Dept. but I can't speak to them. XXXX tells me it will now be ready on Monday, XX/XX/XXXX. No she can not email or inform me in any way if it will be ready on that date. 
XX/XX/XXXXXXXX  -- Mon. TRIED AND UNABLE to make transfer of full amount. ( have begun starting to take screen photos as evidence ). 
XX/XX/XXXXXXXX  -- Weds. I finally have time to call and supv. XXXX says OOPS! again, I missed the date it was available, which was Friday, XX/XX/XXXXXXXX  ; even though that would have been less than 24 hours since my last velocity increase request, far less time than the 2-3 biz days. Again, I missed my 24-hour opportunity and no one can tell me when this would be available. XXXX now tells me all funds will be available for transfer on Friday, XXXX. 
XX/XX/XXXXXXXX  -- Friday. TRIED AND UNABLE to make transfer of full amount. Calling customer svce beginning at XXXX multiple times, get disconnected multiple times.Then a CS rep whose name I do not have said funds would be available at XXXX that day. At XXXX FUNDS WERE UNAVAILABLE ; called again. CS rep XXXX tells me she has to update or refresh or something my account, wait for 20 minutes, and funds will be ready then. 20 mins later FUNDS WERE UNAVAILABLE. I call again. Now I'm told by a CS rep that the receiving bank has its own limits and won't accept that much . I have to call my bank. It's Friday afternoon, banks are closed and I'm working next day, so on XXXX -- Monday, while driving to my beloved father in law 's burial, I contact my bank, XXXX. They advise that there are no limits on funds they can receive. They also told me there is no evidence of any transfers or transactions that were attempted and rejected by them. 
XXXX -- Weds. XXXX XXXX will put in another velocity increase request for XXXX Friday at XXXX am beyond frustrated. She takes the name of my bank to make sure it will go through. 
XXXX -- Friday, this is today. TRIED AND UNABLE to transfer full amount. I call USBank yet again. XXXX. XXXX at XXXX says the transaction has not been approved and I should call back. I ask and she tells me there's no one else I can speak to. I ask where the US Bank corporate headquarters are located and she answered XXXX.

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