Consumer complaint received 2020-07-27
Company: U.S. BANCORP
State: MN
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
MY GOAL : remove all funds ( $ XXXX ) from Reliacard to make a home purchase ( a time sensitive matter ) funds are to be placed into savings at my local credit union. 

XX/XX/XXXX called Reliacard at XXXX 1 ) hold time was 1hr 59mins This is an absurd hold time, how is this allowed as a business practice? 
2 XXXX answered at XXXX, he indicated he did not know the process to release funds for withdrawal, I asked for mgr. Placed on hold, XXXX came back and said to do card to bank transfer online via website, up to $ XXXX daily, takes 3-5 days to complete. 
3 ) I tried the above, error messages, process does not work 4 ) total call time : 2hrs 24 mins XX/XX/XXXX called Reliacard at XXXX 1 ) hold time was 2hrs 38mins 2 ) XXXX answered at XXXX XXXX, she researched problem, turns out the card to bank transfer is not allowed in MN. Very helpful agent, she escalated, and received approval for me to withdraw XXXX on Friday as it takes 4 days for the request to be processed and the account opened due to security. XXXX also indicated I would need to go through the process again to obtain the remaining funds in the account. 
3 ) total call time : 3 hrs 10 mins XX/XX/XXXX 1 ) I went to my local credit union to complete transaction, DECLINED - see attached. 
2 ) I went to local us bank location, transaction DECLINED - see attached 3 ) 2hrs 15mins drive time/transaction time at 2 banks only to be declined XX/XX/XXXX called Reliacard at XXXX 1 ) hold time was only 40 mins 2 ) XXXX answered at XXXX, he researched, finds prior reps request, agrees the card should be 'open ' for withdrawal. He also indicates the rep that was supposed to open the card had not done so, and he is trying to find her. More research will be done, and US Bank will call my cell today with resolution. XXXX indicates I can withdraw {$22000.00} when card becomes open 3 ) total call time : 1hr 7mins XX/XX/XXXX the day is done, I don't have my money, and have not heard from US BANK. 

XX/XX/XXXX called Reliacard at XXXX 1 ) hold time was XXXX XXXX 2 ) XXXX is rep, she worked with XXXX  in escalation dept, who tells her money is available today with a XXXX max 3 ) XXXX , same rep, looks up info from prior notes : XX/XX/XXXX, XXXX important date, because I have tried to withdraw my money on that date, also without success. To the point I gave up, and used different money. 
4 ) total call time : 1hr 47mins XX/XX/XXXX 1 ) I went to my local credit union to complete transaction, DECLINED - see attached 2 ) 1 hr 10mins drive & transaction time at bank XX/XX/XXXX called Reliacard at XXXX 1 ) hold time 1hr 58mins, until I had to hang up to take a work call XX/XX/XXXX called Reliacard at XXXX 1 ) after waiting 49min, it sounded as though someone came on the line, but nobody answered. Forced to call back, and start waiting again. 

XX/XX/XXXX called Reliacard at 1 ) hold time 56mins 2 ) XXXX is rep. She also is completely unaware of how to withdraw anything beyond daily limit. XXXX indicates the account was open on the XXXX, but I must not have taken action. Informed her of my declined receipt. She talked to mgmt again, they will submit the request again, however, XXXX indicates, its only a request, not a guaranty, the money should be accessible in 3 to 5 biz days. I ask how am I to find out, she said I have to look at the app or online each day to see if the limit was raised. I told her that was unacceptable, she said that is the process, no other options. 
3 ) total call time : 1hr 24mins 7 Calls to Reliacard made over 3 business days 12hrs 39mins total cell phone minutes for the same 7 calls ( NOT ACCEPTABLE ) Call log attached showing corresponding dates/times/length of calls. 

How is a consumer to spend nearly 13hrs with Reliacard and work a full time job? 

It is simply absurd to have to spend this much time trying to get in touch with a financial institution to resolve an issue. 

Please note, I went through a similar experience in XX/XX/XXXX with US Bank Reliacard, on this SAME account. At that time I was also unsuccessful in withdrawing the funds, and was forced to take a larger loan in connection with a large transaction. In XX/XX/XXXX, I also made many many calls. If I need to locate call records for that fiasco I can, however, the current situation speaks for the Reliacard account servicing problems. 

**Reliacard is/and continues to causing me pain, suffering, and financial hardship. **

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