Consumer complaint received 2021-02-26
Company: U.S. BANCORP
State: OH
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
On XX/XX/XXXX and XX/XX/XXXX there were three " Bill Pay '' transfers from my account that were fraudulent. One was in the amount of XXXX dollars. another for XXXX dollars and a third for XXXX dollars totaling XXXX dollars from my account. The party responsible was able to call Reliacard customer service and change the email on my account allowing them to change my password and gain access to my online account which they then used the " Bill Pay '' feature to send money to private accounts. I called Reliacard customer service on XX/XX/XXXX as soon as I became aware of the fraud as I could not access my online account due to the password having been changed. I told them that I did not make those transfers and asked them to cancel the transfers. I was given PCTR ticket numbers for each of the three transfers and told that a fraud investigation would be opened and to expect it to take 10-15 business days for the investigation to run its course and for me to get my money back. After waiting over 15 days I called the Reliacard yet again and was told that an investigation had not begun because they were waiting on dispute forms from me that I never receive nor was I ever informed that I needed them. They told me that they could mail the dispute forms to me and I could return and the investigation would begin once they received the dispute forms. I waited 7 days to receive the dispute paperwork in the mail and never received it so I called reliacard customer service once again and they told they could fax me the paperwork so I gave them my fax number and told that the fax would received by the next day. The fax never came so I once again called reliacard and was told that the fax had not been sent so they told me they would send it again. I once again did not receive a fax from Reliacard. I then called again and was told that a dispute had actually never been started on my account and that is why the dispute paperwork had never been mailed or faxed. They finally started the disupte claim and I did actually receive the dispute paperwork through a fax that I then filled and faxed back to the company on XX/XX/XXXX. I was told to give them XXXX days again to investigate the fraud. I called back again on XX/XX/XXXX to check on the status of the investigation and was told that they are unable to dispute a claim involving " BillPay '' and that I needed to contact the company that does the " BillPay '' even the link that takes me to website for " BillPay '' and click on customer service tells you to call the number on the back of your card. Also if you look in the Reliacard cardholder agreement under Section 24 Bill Pay Service line K states " for bill pay error resolution, please refer to the " Your Right to Dispute Errors '' section above ''. Your Right to Dispute Errors is Section 16 of the agreement telling you to contact Reliacard customer service and follow the exact steps that I have taken. After pointing this out to representative that I spoke she asked me to hold and then came back on the line telling me that they had made an error and that you they can dispute " BillPay '' charges but then telling me that I had to refile my claim because they had made mistake on the first one. Which she admitted was their mistake and I have on recording telling me that they had made several mistakes in the handling of this claim. She told me to call back and to speak with the fraud department as she could not transfer me to them. She also refused to tell me the name of her supervisor or give me a way to contact them, telling me that there was no one else I can talk to aside from her. I then called back to customer service asking to be connected to the fraud department and was told that I could not be transferred but they would escalate my claim to the fraud department and told I would have to wait another five days for claim to be processed to start the process over again. At this point I have been dealing with this issue for over two months and have contacted them almost every week, I in good faith reported this fraud to them the day I became aware of it and well within the reasonable time frame as laid out in the card holder agreement. I no longer believe this company is acting in good faith to resolve this claim and have purposely been trying to obfuscate my attempts to have my money returned to me. Below I have the dispute paperwork that I faxed to them.

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