Consumer complaint received 2020-11-05
Company: U.S. BANCORP
State: AR
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:
XX/XX/20 - I filed my first unemployment claim online. I was supposed to receive a prepaid US Bank ReliaCard in the mail for my unemployment benefits. 
XX/XX/20 XXXX - I called USBank ReliaCard customer service to ask when I should receive my card. 
The agent informed me there was an active card on my account with a {$0.00} balance. I told the agent thats impossible I had not received any card from them & the card is supposed to have {$11000.00} on it. The agent asked me to verify my address. I told her my address & she said that address is not correct. I explained that is only address I've had for past several years & if what she was telling me was true that someone has stolen, activated, & used the card that was intended for me then police need to know the address thats listed. The agent said I would need to verify my identity first. The agent gave me fax # & told me to send a copy of my driver 's license & piece of mail with my name and address on it before anything could be done. 
XX/XX/20 XXXX - I called ReliaCard again hoping a mistake had been made. The Agent verified what the previous Agent said. Then asked me if my phone # was xxx-xxxx, I said no ma'am, Agent asked me if XXXX was correct, I said no & wrote the two phone # s down. Agent asked for my correct phone # & updated my account. Then said she had to transfer my call to Tier 2 where someone could help me. I had to answer another incoming call while on hold & accidentally disconnected both calls when trying to switch back over. 
XX/XX/20 XXXX - I called ReliaCard for 3rd time. The automated system said we found a card in our system associated with this phone number please enter the last four of your SS #, I did, said my balance was {$0.00}, said to hear a list of my recent transactions press -, I did, said to be sent a text message with a link to view all my transactions press -, I did & received a text message with link that showed me all the transactions that had occurred on this card. I took screen shots of all the transactions. I was still on the phone with automated system so it said to report lost, stolen, damaged card press -, I did & was connected with an Agent who said he was starting dispute process for all the transactions. He explained the process & said I should receive the forms within 3-5 business days & make sure that I returned within 10 days of receiving them. He also said I could hand write my dispute & if I chose to write my dispute to list every transaction. 
XX/XX/20 - I went to the XXXX Police Department to file police report. The police officer said I should be able to obtain the report within 24hrs. 
XX/XX/20 - I filed Identity Theft Report with the Federal Trade Commission. 
*I received the XXXX Police Report which stated I would need to file a police report in each city the stolen card was used. 
* I received a text message from US Bank stating they needed to verify my identity. I clicked the link & submitted the requested information. 
* I still had not received the dispute forms in mail so I hand wrote my dispute & faxed my dispute with the XXXX police report attached to the fax # the Agent had given me. 
XX/XX/20 - I called ReliaCard to confirm they had received my fax. The automated system greeted me by saying we're sorry your card has been lost or stolen to order a replacement card press -, I did, then said the card would be shipped to the address they had on file. The address on file was my correct address. I would receive new card within 7-10 business days. Then I opted to speak to an agent. The agent confirmed they received my fax. 
* I called the XXXX XXXX XXXX XXXX police departments to file the additional police reports. 
XX/XX/20 - I was contacted by detective XXXX from the XXXX Police Department. He asked if I could get official statements from ReliaCard & gave me his email to stay in contact.I sent email of all the information I had at the time. 
* I called ReliaCard & requested these statements. I asked if they could tell me the address that was listed on my account before I verified my identity & got address updated so I could give it to the detective working the case. The Agent spoke with someone from tier 2 & I was given the old address. I emailed the information to the detective. XX/XX/20 - I received a text message from US Bank saying that they successfully validated my identity. 
XX/XX/20 - I received new ReliaCard. 
XX/XX/20 - I contacted XXXX Police Department & spoke with Detective XXXX who told me I should call the XXXX & file a fraud report with them as well. 
* I called XXXX after speaking with the detective to file a report. The agent said when she submitted the fraud form it would probably lock my account & if it did to take my ID to my local office along with any information I had about the fraud. The Agent said somebody would contact me soon regarding the fraud report. My account never locked & I havent been contacted by anyone from XXXX. 
* I called ReliaCard to check on the status of my claim. The agent said the last noted entry on my account said they had received my fax and my claim was under review. She said call back on Monday to check on the claim status again. 
XX/XX/20 - I called to check on the status of my claim. The agent said my claim had been denied on XX/XX/XXXX. The only thing noted on my account said after their investigation they did not find any billing errors.Therfore no funds would be credited to my account & this matter was now considered closed. I asked if there was somebody I could speak to about the situation. She transferred my call to tier 2 & after being on hold for over an hour I hung up and called back. 
The agent I spoke to next was very helpful & stayed on the phone with me until somebody from the fraud department answered. He spoke with fraud department then relayed what they had said back to me. The agent said he was going to get me a supervisor to try and get me better clarification on the situation. I spoke to the supervisor & she said the only thing they could do was resend me the dispute forms. When I got them I could submit all the new evidence and information I had with the new dispute forms & have my claim reviewed again.. I asked her if they could email me the dispute forms because I never received the first dispute forms they were supposed to send. She said they could only fax or mail the dispute forms so I told her to go ahead and mail them. Later that evening I went online and registered for a fax number. Then called ReliaCard back to see if they could fax me the dispute forms. The agent transferred me to tier 2. The agent I spoke to from tier 2 said they could not send me the dispute forms again because I could not dispute the same thing twice. I would have to wait until I received the denial letter in the mail & it would explain what their investigation consisted of, how they came to their decision, & what I could do if I didn't agree with the decision. 
XX/XX/20 - I was contacted by Detective XXXX from the XXXX XXXX Police Department .I emailed him all the information I had. 
XX/XX/20 - I received denial letter. It was dated XX/XX/XXXX. This letter did not tell me anything about what their investigation consisted of, how they came to their decision, not did it tell me what I could do if I did not agree with their decision. It said if I would like to request copies of the documents used in determining the final outcome of the investigation to call the 1-800 number on the back of my card or write to the address listed. I called ReliaCard to request copies of these documents and to find out what I needed to do. The agent transferred me to tier 2. I spoke with a gentleman who said if they believe a person has new information or new evidence about a claim then they could resend the dispute forms. When he tried to send me the forms it would not let him. After he read all the notes on the account he figured out the reason it would not let him send the dispute form. He said whoever I spoke with on XX/XX/XXXX had already sent second set of dispute forms. 
They said it would take 3-5 business days. I called Reliacard twice on XX/XX/XXXX to talk to someone about the forms both times the agent transferred me to tier 2 both times I was on hold for more than an hour and nobody answered.

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 non-monetary relief