Consumer complaint received 2020-11-09
Company: U.S. BANCORP
State: PA
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:
I receive Pennsylvania Unemployment that is loaded on a US Bank ReliaCard. Back in XX/XX/2020 i went to the store and my card was declined. I knew i had funds on it XXXX over {$400.00} at the time ). I called the phone number on the back of the card and was told it was locked due to an " address update '' .. ( also i got no notice at all saying my card was locked or inactive ) but okay no problem, was told to fax or upload my state I.D, a W2, social security card. So i Did that, then received email saying they are sending me a new card. I received my new card somewhere around end of XXXX. I activated new card and all was well, until XX/XX/2020. I went to use my card again at a store for a small purchase just to have it declined. Tried again, declined. I ended up calling the card company again just to be told the same thing i was told in XXXX. I ended up calling over 5 times getting in touch with 5 different representatives, which gave me different reasons ( along with the same reason as XXXX XXXX to why it is locked. One told me it's address/I.d update, another told me it was suspicious fraudulent activity ( which there was none at all XXXX and the other reason was " bank audit ''. I was told to fax/upload the exact same documents i uploaded in XXXX. So i did because i was not getting any answers anyway. Card was locked XXXX XXXX, documents were uploaded XXXX XXXX ( uploaded them twice, because first time they said the file was not able to be opened, but 2nd time it was accepted ) i called back and was told it takes 5 business days for them to be reviewed. I called them honestly over 120 times since the 5 business days had passed and i am being told to just wait, that it is an " off site '' department that handles the locking and unlocking of accounts/cards. I Demanded supervisors numerous times and was hung up on numerous times. Eventually getting in touch with a " supervisor '' or " upper management '' on XX/XX/XXXX and he said that their is no reason at all my card should be locked and he put an urgent/important note in to this department and told me within 24 to 48 hours it would resolved. Today is XX/XX/XXXX and it is still locked and i can not get any answers besides being told to " wait ''. I have been disrespected and hung up on many times. This so called customer service isn't doing anything to help me or resolve the problem. I am behind on my bills and my car insurance is going to end up lapsing if my card is not unlocked ASAP like today. XXXX not to mention, it has nothing to do with PA UNEMPLOYMENT, because PA UNEMPLOYMENT is still accepting my claims and loading $ onto my card that i can not even use due to it being locked. ) I dont know what else to do, this is totally unacceptable in everyway. 

I will take any help i can get. 
Thank-you

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