Consumer complaint received 2021-07-01
Company: U.S. BANCORP
State: FL
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:
Since XX/XX/2021 my US Bank ReliaCard, which is where my Oregon Child Support Funds are deposited, has been inactive due to an attempted ACH transfer that was in question. 

Back in XX/XX/2021 I verified that the ACH transfer was attempted by me, and was told that all I needed to do to unlock my account was upload my Florida DL via web portal, and that my account would be activated within 5-7 business days. I immediately uploaded the copy of my ID and my selfie, as requested by the verification site, but weeks went by and my account was still locked. 

I called back, and once again was given the same information, so I once again uploaded my ID and selfie to the portal, and proceeded to wait. After another 2 weeks my account was still locked. 

I called 4 days ago, and was told they were escalating the situation and that I would be able to call back later in the week for more info. 

I called today and was given a completely different story than what I had previously been told which was that what needed to happen is that I needed to verbally verify, once more, that the transfer was initiated by me on XX/XX/2021, then fax or upload my ID directly through my mobile banking website. I proceeded to do this immediately after getting off the phone, waited a couple hours, then called back for a status update. 

When I called back, the customer service agent was extremely condescending, laughing as she told me that there is nothing she or the supervisor could to to help me. She finally transferred me to supervisor XXXX, who was able to verify that my info was received today, and told me that I would have to wait another 5 days before my account would be unlocked. She said there is no way to contact the department who does the verification, and that I would just have to wait. 

On top of it all, when I told XXXX the supervisor about how I was treated by the other agents, she simply said she would take note of it. I told her that she needed to speak with her staff, which she just ignored. 

The problem - aside from the 6 week runaround and misinformation that Ive been receiving - is that I had done every thing that I was asked to do, multiple times, and still do not have my money, which I desperately need to pay my rent today. 

On top of that, I was mocked, laughed at, and made to feel stupid for being upset about it. 

After doing a quick web search, it seems that US Bank ReliaCard has a bit of an issue with this situation, that has been repeated time and time again for numerous customers, all of whom needed their money to survive. 

Child support, unemployment and other types of government funds are not something we receive for fun or pleasure. This is the money we use to pay our bills and live, and this kind of treatment needs to come to an end.

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