Consumer complaint received 2023-12-23
Company: U.S. BANCORP
State: KY
Product: 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:
on the XXXX of XX/XX/2023 I received funds issued from ky XXXX XXXX to my US bank reliacard in the amount of XXXX. I went through the process of activating the card and asked to speak to representative to make sure I had done it correctly. It had been immediately frozen, due to the bank placing a note on my account that was for another person and account all together of which myself nor Ky housing had any idea who they were. They stated I had to fax in my identity documents and that of XXXX XXXX who I had no idea who was so how could I send in her documents. They just kept blaming ky housing for making a mistake. Ky housing called them and discovered that someone with Us Bank had put a note meant for someone else on my account. They still needed my documents for over a week kept giving the same fax number that literally did not work, I repeatedly called and begged for another fax number or another way to get them my documents, so we could get this fixed before XXXX that money on my card was going to their gifts. They refused to give me any other answer for over a week. Finally, after asking several times they allowed me to speak with a supervisor who gave me a working fax number. At this point everything was straightened out and they just needed these from me. This was on XXXX. I call the next morning to verify they received it and makesure they were making good on their promise to unfreeze my account, and this time they my documents were to dark and I would have to return to the store here to fax them again and have them adjust the lighting on the documents. Which I immediately went and did trying to work with them to get this done as soon as possible. Ive literally begged and pleaded with them since the XXXX of this month. Have jumped through every hoop they asked, had the government agency that issued me the card the benefits contact them personally and verify all my information that Us bank had made the mistake, and requested that it be corrected as soon as possible cause Ive already been with out this money since the XXXX for absolutely no reason at all. I called again today to check in, and the representative wouldn't even take the time to read all the million notes in my account, said highly unlikely anyone would get to this today either and that now its looking to be into XXXX. 
Even though they were just fined for freezing benefits card during the pandemic, they are continuing to do so, and giving no reliable or outdated information on how to correct it. Even after doing everything they request they continue to find some other way to drag out unfreezing the account. What bothers me is that they know this money is my kids XXXX money, and they could care less, they have my identity documents, they have the verifying information from ky housing, their is absolutely no reason for them to keep holding my money and yet they continue to do do.. Because of them my children wont have a XXXX this year.

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 non-monetary relief