Consumer complaint received 2021-08-19
Company: U.S. BANCORP
State: CO
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
US Bank Reliacard complaint Card # XXXX XXXX XXXX XXXX ( current card, money stolen from the 2 cards prior to this one-sorry I dont have those numbers as I shredded the cards ) This is is a formal complaint against US Bank , specifically the Reliacard department. I was getting my unemployment deposited on their card until I found out about the theft of {$3500.00} of my money in 3 transactions. Apparently hackers changed my address, cell, email and sign on info to their personal information. I was told either they called the call center or did it on line. US Bank Reliacard has no protections against this. No way to lock the card. I then put a password on the account but if hackers were to attempt access online, theyd get in easily. US Bank said they probably wont go after the hackers. 

XX/XX/21 {$2000.00} was stolen by hackers by setting up bill pay to discover card. 
XX/XX/21 I discovered the theft and filed a dispute via fax from grocery store that day. US Bank claimed they canceled my card and told me how to file dispute, also sent me a new card. Within 3 business days XX/XX/21 another {$1000.00} stolen via bill pay XXXX XXXX  ( card supposed to be canceled, new card wasnt activated yet ) XX/XX/21 another {$500.00} stolen bill pay XXXX  XXXX  XX/XX/21 filed another dispute via fax from my phone. Card was canceled and new card issued, THEN XXXX ( very sweet and helpful and spent 2hrs on the phn with me to make sure it was done right ) told me I could put a password on the acct. 
Less then12 hrs later I got a provisional credit in amt of {$1500.00}. Nothing on the other {$2000.00}. 

For 91 days I was told by around 10 people there that theyre allowed 90 days to resolve the dispute for {$2000.00}. Every single time I called their standard practice was to say we dont have a dispute for {$2000.00}, when did you file it? Im not exaggerating, every single person. I always ask why do we always have to go through this? Look back to XX/XX/21. Then I request a manager from the fraud department for which Ive only been granted twice. Otherwise I was told they have no ability to transfer, no way to get them on the line, someone will call you back. Ya right, they never called back. Its as if its an inside job somehow. I constantly got the run around, even by managers, were allowed 90 days I looked it up and legally they only have 90 days. Yesterday was the 90th day. I called and got when did you file a dispute, we have no record? I immediately asked for manager in fraud dpt, was transferred to female who said she was the Lead Manager but wouldn't tell me her name, she had a very thick XXXX  XXXX  accent and was very difficult to understand. I kept asking her to repeat herself and each time she would get more irritated. Perhaps they should have someone with a thick accent on the phones. 

I asked about my money, she said when did you file a dispute? We have no record of it. I said look back. Poof she found it then said it wasn't done and she would submit to higher ups and will take 3 business days. I told her that they had 90, they are playing games and its unacceptable for another 3 business days and that if the money wasnt on my card yesterday, which it wasnt, that id report them to every single government agency that regulates banks, starting with the FDIC. She literally hung up on me. 

Please contact me for any information you need, as they are not big on giving their names, I dont have any accept XXXX who was very kind and caring. Shes the one who figured out the hackers stole my money via bill pay and changed all the contact information back so that I would get notifications. Please dont let them get away with these practices and if there anything you can do to help me get my money back I would be grateful. I am a single mom of XXXX  and desperately need that money back especially since unemployment XXXX is ending and my weekly is only {$87.00}. I am still missing {$2000.00} that US Bank ALLOWED hackers to steal from me. Even if they credit the insured money, please make sure this doesnt happen to someone else, XXXX told me there are tons of victims of this kind of theft. 

Thank you for everything. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, CO XXXX XXXX

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