Consumer complaint received 2020-11-07
Company: U.S. BANCORP
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
A formal complaint against U.S. Bank Reliacard and Bancorp division I have received such horrible services over the phone usage to file a dispute with this company and for the length of time it have taken me to submitted documentation and faxes to dispute a XXXX XXXX  unauthorized transaction in the amount of {$11.00} and {$61.00}, ATM {$400.00} my card was lost and stolen with my purse but apparently U.S.Bank and employees after opening the claim had denied the claim then I had to resubmit the accepted then later claim was reopened then they gave me the run around there was two more transaction that had occurred for a deposit XXXX refund at XXXX XXXX XXXX but the provisional credit was granted on XXXX XXXX then later the disputed department had pretended they couldn't see my TDL or find the XXXX XXXX  transaction seriously {$11.00} and {$61.00} ATM XXXX unauthorized transaction as of today they had me resend the information to there fax the lies that XXXX team in fraud department was behind had over a XXXX charge back customers and couldn't get me at all and XXXX XXXX when they official said the provisional credit was approved they had me to wait another 10 days then Uplined team had requested me to verified my address which had never changed since then and mobile to face and upload Texas Driver license like-wised how they sat there may me wait for three transaction in the Disputed department have failure to process the claim in a timely fashioned and U.S. Bank is using Relicard as a third party disgruntled employees who lied on customers is ridiculousness to put the account in a limbo status as the Disputed team claim to had escalated the transaction but as of today still give me the run around after a whole month and now saying there nothing they can do and is not a guaranteed a provisional credit will be granted at all at this time and the staff is inconsiderate and have no compassionate to respecting a loyalty customer. I'm requesting these transaction that being disputed to be credit to the account they must honored the provisional that was qualified since XX/XX/XXXX thru XXXX XXXX this is most worst experiencing to have to called numerous of time to get them to do their duties correctly instead was a discrimination issues and poor communication including lack of knowledge they had no one to via email or called to process the provisional credit a wasted of time to have so many people answered the phone at U.S. Bank Relicard but nothing was working. just replicated of inconsiderate employee who don't know how to do their jobs at all and need to be retrained and very unprofessional. Resolve the issues is to honored the the provisional credit that was supposed had occurred on XX/XX/2020 thus should been credit back to my account over a month ago instead there now telling it not a guaranteed and are liar a breach if contract and ethic violation. U/S. Bank need to have a superior to check on Relicard department I was told because there was a re fax document on the XX/XX/2020 then I have to wait another 10 day why the corruption if a customer send a fax on the 10 day they have start all over again a Hypocrisy Tier 2 pretend she was a supervisor and then told me to wait until the investigation is over is unacceptable and nothing she can do or anyone else in the Disputed team. Fix the issue immediately this has exceeded the 10 day window FDIC guideline violation.

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