Consumer complaint received 2021-01-20
Company: U.S. BANCORP
State: OR
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Unexpected or other fees

Complaint:
Back in XXXX I was involved in a XXXX XXXX incident that resulted in my phone being stolen to prevent me from calling the police, after I was able to call the police and handle the situation with them I called all of my banks 1800 numbers from my sisters phone to make sure he hadnt taken any money out of my account due to him having my phone which gives him the capability to get into my accounts. After confirming no money had been taken out I tried to log onto my reliacard account but it wouldnt allow me to log in without sending a verification code to the phone that was stolen and I was on hold for almost an hour trying to contact reliacard cardholder services so I had no way of changing my log in for the time being, I checked my account again the next day and on the automated phone line it stated no money had been taken out still, about a week later i received my replacement phone from the insurance company and was able to log back into my reliacard account upon doing so I found out {$4000.00} had been transferred from my account into a unknown account in the days prior. I called cardholder services immediately to report it, after making my claim I was told to wait for a letter in the mail and if I were to respond to that letter by faxing or mailing a written statement of what happened that i would be eligible for a provisional credit as long as I faxed the necessary documents within their time frame. About 5 days later I received the letter and wrote out a incident statement and faxed it to the number given to me. A week after that I received a letter saying my dispute was denied and my case was closed. I called cardholder service again, the lady I spoke to was extremely helpful and after reviewing my information she said they had not received any of my faxes so she apologized on behalf of the company for the misunderstanding and reopened my case and had me resend them the documents. At this point I was getting tired of having to continuously explain my situation every time I called in and felt like I was having to tell more and more people about my XXXX XXXX situation that occurred and it was a sensitive subject I felt uncomfortable talking about. So after that I decided I was going to wait for them to contact me instead of me being the one to call for an update, I heard nothing back from anyone for over a month. So I called again and the lady I spoke with said she couldnt access my dispute and I needed to get transferred to their Tier 2 support, once transferred that lady said my dispute had just been reopened for review a few days prior to me calling so I needed to give it a week or so before I would have an update, another month goes by and I hear absolutely nothing, I call again, this time the lady says it seems like its still under review Im not sure where they are at in the process exactly though I asked her what the legal time frame is that banks have to resolve issues because my claim was already 3 almost 4 months old with no resolution or even communication on their end for that matter. She said she had no idea and that if I can give her a second she will put me on hold and find out, she gets back on the line and says it appears that legally we have 30 days to respond to disputes so Im not sure why this is still being reviewed because yeah I see here you made this claim back in XXXX so I ask when I should check back in and she says to give a a week or so. I wait a week or so and call in the lady says she cant review my dispute puts me on hold to transfer me to tier 2 comes back on the line and says tier 2 cant even help me now and that I need to speak with a supervisor but that it will take probably over an hour before Im able to get through to one and she asks if Id like to be transferred. I say yes and then I hung up on not transferred. I last made contact XX/XX/20 and have not been contacted since. Not sure what else I can do its been almost 6 months.

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