Consumer complaint received 2020-12-03
Company: U.S. BANCORP
State: TX
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
Complaint Details Due to the Covid 19 Virus, It has put me out of my recent employment leaving me jobless. The government has been issuing funds to help people get through this catastrophe, well I have received some funds from the disaster relief XXXX worth and now Im receiving a regular payment from unemployment which is not much, but more than I have now, I was blessed to recieve it to find out it to is being direct deposited into my locked account! So I give them a call and they said to verify my identity, that i have to get the home owner to my address to fax in their driver 's license and a note stating that I am able to recieve mail where my card was issued. So I did just that, 3 times! The first time they denied it because they said all information has to be faxed in together that if it's separate when faxing they will destroy it and never look at it. Second and third time the fax was to dark, it had to be lightened 2 shades and enlarged to 200 % which was done so I'm not sure why they denied it, but that's what was said. I was able to have the home owner one last time resend all the information again along with a copy of my driver 's license, by this time they seemed to be kinda fed up, so when I called the us bank to unlock my card, you can imagine how upset I was when they told me no because my license is expired. I'm currently XXXX right now, XXXX and trying to better my life by coming up out of this rut. I'm unable to get running water or electricity out here at the moment so I tend to stay where I can when I can. Due to being XXXX, with no transportation and no stable living arrangement all of my belongings are strung out at a number of different places therefore it made it difficult to verify my identity, because I couldn't locate my I'd first hand. So I did everything the bank asked me to do, I followed every step I was suppose to. I verified my identity in quite a few ways and to this day im still doing it hoping they will unlock my card., There is no need for any of this, I am sitting here suffering when I have money in the bank, looking like a fool asking the next person to loan me XXXX dollars to eat. They knew from the get go my license was expired, they said do these steps and we will unlock your card. I sent my license I sent all paperwork, I shouldn't have to go through this anymore! I currently draw in XXXX a week for child support which iv been making last an entire week, for food, drinks e.t.c..I am XXXX by the state, but lost my XXXX because I could not make it to my appointment because the lack of transportation. I have sent everything to the bank, drivers licence, Bank statements, Insurance Statements, Child Support Income Verification, Mail, Iv even had the homeowner to where I stay fax them their information a number of times. I just recently recieved a letter from the bank stating the next steps in order to unlock my card. Taking a selfie and another picture of my licence and submitting it to the banks website using there verification method online. I did that, and now they need address verification. I just feel like they are giving me the run around, like they don't want to help me. 
So once again I send in more documentation. I faxed a picture of me, my expired licence and a letter that shows the address on file from a state agency and a letter the bank had wrote me guiding the next steps. 
I am unable at the moment to get my Texas Driver 's Licence Renewed due to XXXX reinstatement fee and a couple traffic violations, which the court wants payments in full, making it over a grand and impossible to pay. I'm currently trying to reach out to the beacon law center or a lawyer to help me resolve this issue. Please Im asking with everything I have to help me get what is rightfully mine. I deserve help, just like the next person

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