Consumer complaint received 2018-09-03
Company: U.S. BANCORP
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Problem with direct deposit

Complaint:
I opened up a XXXX XXXX rewards prepaid card ... I shop at XXXX TONS. My card was approved mailed to my home I activated it and gave the direct deposit info to my employer. When this past friday came I opened my paycheck to see my money had already went direct deposit. So I checked my card to see this ... XXXX BALANCE. So I immediately freaked out. Its a holiday weekend so my payroll dept had left. I contacted the card company who told me.. I had to verify my address my accounts load limit has been set to XXXX until I did so. Thru out the course of Friday and Saturday I placed 16 calls to this cards reps. And sent 7 faxes. Kept being told once my address was confirmed by fax my money would load all the reps and supervisors told me they could see my money hanging out there to load. So TODAY I finally got someone to get a floor supv to pull my fax update my account which btw the problem was I needed to verify my ID. Not MY ADDRESS. So after calling to confirm my fax was recieved I was told yes it was everything was verified my limit was raised and for me to check my card after XXXX because my direct deposit would be credited after that. At XXXX tonight it still wasnt there I called in got a supervisor who told me point blank I have been lied to by all the reps and supervisors and floor personal that my direct deposit was returned to my employer. I would have to go to them for my money ... When I asked questions he was vague about the answers claimed the previous 14 calls I had placed I was lied to .... SO we are a low income family with XXXX small children. And I a XXXX paycheck I cant access. Not to mention we are in the middle of moving.. I cant pay for the utilities to be switched or pay my landlord as promised yesterday. I am sitting at my job crying as I type this. I feel I have been scammed by these people and their only answer was write a nasty letter and mail it for the corporate to see??? They apologize for the inconvience and I can have my employer resend it andi t  will go on there with no problems UHH NO. I have done some research an I am not the only person US BANK/XXXX XXXX REWARDS CARD has done this to. Is there anyway we can get this on the news???? I dont want another family to face what I have and their hands to be at the mercy of these scammers. How do you approve someone for a prepaid card mail it to them with their name on it ... Let them use it to reserve a XXXX.. Then when their first direct deposit tries to come thru with everything matching name address ss # and employer all of a sudden they have to prove they are who they say they are ... And its so their deposit thats " hanging out there '' can come thru when supposidly I was lied to and it had already been returned? When I had 2 days to send my verifications from the date of my deposit which was friday the XX/XX/XXXX ... All of the reps I have spoken to is like they dont get it or understand this ... ..As of today Monday XX/XX/2018 I still have answers to why I was given the card and the there was an ID issue. Or why I was told my direct deposit could be seen by them and now its gone ....

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