Consumer complaint received 2020-06-05
Company: U.S. BANCORP
State: IA
Product: Credit card or prepaid card
Sub-product: Payroll card
Issue: Trouble using the card
Sub-issue: Problem using the card to withdraw money from an ATM

Complaint:
On the morning of XX/XX/2020 I received two deposits and a return credit in the amounts of {$510.00}, {$160.00}, and {$72.00}. I went online as per usual to pay my monthly bills as I had in previous months ( XX/XX/XXXX and XXXX most recently for example ) on this same card. Nothing has changed. Not once did any one look to verify that I was telling the truth that these same bills were paid less than one month ago and to see if it was an error on their end.A couple of my transactions had declined but my payments to XXXX XXXX did go through. I called the customer service number and was told that it was do to an AVS error or address verification error, but that they would do a reset and I would be fine. I once again tried to pay a bill and it declined again. I called again and was told the same thing. After a third call I was told that my card was locked down and I would not be able to use it online any further for 24 hours, but that I could go to an ATM and withdraw the funds. 

I drove to a nearby ATM to withdraw the funds and it did not work. I pulled over to the curb and called again and requested to speak to a supervisor. I explained the situation to him. He advised me that he was doing something called a DAF reset and my card would need to go through a PIN transaction in one hour and that my card would then work. I went home and waited one hour then went to a local gas station and tried to make a small purchase and was again declined. 

I returned home again, called and asked to speak to yet another supervisor. This supervisor advised me that the previous supervisor did not remove the velocity lock on my card and that she removed it as a one-time courtesy, to wait one hour, and that I could use my card online, at an ATM, or at a POS as I wished in one hour. 

I returned home again and waited the requisite hour. When I went to the ATM to try to withdraw cash it declined stating that excessive use. I called yet another supervisor who was extremely rude and disrespectful who informed me that both of the previous representatives were incorrect and that I must wait 24 hours for my card to be unlocked and that it could be used again at XXXX XXXX  CST on XX/XX/2020. When I asked for further clarification as to why I received so many different answers I was hung up on. 
I tried to call back one more time, asked for yet another supervisor and went through my entire story. He informed me that I could not use my card until XXXX XXXX CST on XX/XX/2020. When I asked why the time difference from what the previous representative had told me, he stated it was because I called into customer service and had entered my card number again at XXXX today. 

I have no way of accessing my money of which I need to pay bills, pay for medications and other necessities. I don't believe I'm going to be able to access my funds tomorrow as I have had nothing but lies and issues for months with this company. They have previously locked my card down for this and it took 5 days for it to unlock. They also locked my card down in the past when a REFUND was coming back to it. I had to prove the transactions were previously posted to that card. I feel their business is shady and I just want my money back so I can go to a different banking institution.

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