Consumer complaint received 2020-10-18
Company: U.S. BANCORP
State: TX
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:
On XX/XX/XXXX I had called us bank reliacard to do a transaction dispute. When I spoke to the representative about it she immediately advised me she was cancelling my card and going to issue me another. She said the new card will be expedited to my home, she proceeded to ask for my physical address to have the card delivered. I gave her my address and was told it would be in the mail in 3 days and was charged XXXX dollars. I received my card on the XXXX, 11 days after the call ... Well on the XXXX I called the number on the letter received with my card to activate it like the letter instructed. Upon calling and putting in the card number I was instantly directed to a us bank representative. My balance at the time was XXXX dollars from my unemployment. When a representative finally picked up the line I was shocked to be told my account was locked .. Confusion quickly set in and I responded with the question why is it locked. The US BANK RELIACARD representative said it was due to a address change. Deeper confusion set in as I tried to remember when I possibly changed my address. The rep responded with the date of XXXX XXXX .... I informed the rep that I gave the previous rep my physical address just for shipping purposes of my new card. Well without my authorization or approval the rep had changed my address completely. After a lengthy attempt at correcting said mistake I was told that I was being forced to fax documents of validation of my address. I gathered all the info they wanted to prove my mailing address and the original address that had been on my account for the past 5 months. I called several times that same day inquiring the status of my fax and I was told it would be 2 days ... Well 2 days later I called US Bank reliacard to check it again and the rep this time said the investigation team never received my fax .... So I sent another. Once again I was told it would just take a couple hours. Hours went by and I checked again ... It showed it was sent but know it was gon na be 5 days till I would know if it was even enough to unlock my account. Once again I tried to plea my case that all of this was the FAULT OF US BANK AND ITS REPRESENTATIVE but no one cared or wanted to listen. I called everyday several times a day to try and speed this up cause by this time my car was in default and my rent was coming up. Ignored, hung up on, and misinformed was what I received everytime. Then on XXXX XXXX at XXXX XXXX  I received two text messages stating that my us bank account was unlocked XXXX card had been made active. I called to make sure and the info I received hadnt made it through all the channels yet. The representative and supervisor at the time quickly activated my card and I was under the impression the matter had be resolved. I had access to my funds but it was already to late to save my home and my car. On XXXX XXXX I received my next installment of my unemployment funds ... I called at XXXX XXXX  to verify transfer of funds and sure enough I had XXXX dollars on my account. I was driving a friend to have some XXXX  XXXX work done and I stopped at a convenient store to get a beverage and breakfast when at the register my card was declined. I knew I had funds on my card so I went to the ATM and tried to withdraw cash. I got none. So I called the us bank reliacard to see what was the issue. Once again my account had been locked. This time they wanted verification of my identity. I was told the lock had been put in place on XXXX, the same day the first lock was supposedly lifted ... I explained I had been using the card and wasent notified of the lock or that I needed to prove verification of identity. I explained that I was just supposed to verify my address and that the lock was lifted. No it's been another week of XXXX and the US BANK RELIACARD staff and the called offline investigation team once again treat me as if I had done something wrong ... This is totally stressing me out and I can't afford to be under high levels of stress due to my XXXX. XXXX  is one of the triggers of my XXXX. No one will listen and no one cares .... I COULD DIE BECAUSE OF ALL THIS, BECAUSE OF THE FAULT OF US BANK RELIACARD, THE OFFLINE INVESTIGATION TEAM AND EVERY REPRESENTATIVE AND SUPERVISOR I HAVE HAD TO DEAL WITH. THIS IS NO JOKE OR LIGHT HEARTED MATTER, IM AM BEING VICTIMIZED NY THIS COMPANY AND THEY HAVE ME IN FEAR OF MY LIFE.. HELP ME PLEASE

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