Consumer complaint received 2020-07-14
Company: U.S. BANCORP
State: PA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting, activating, or registering a card

Complaint:
On XX/XX/2020 between XXXX XXXX  and XXXX XXXX  a female customer service person I spoke to assured me that she could overnight a reliacard to a physical address that was not in their system. Please listen to the recorded phone conversation. I gave her my physical address even though I have a P.O. Box listed as my address, and she repeated my address, and then she stated that she submitted my card request and the cost would be {$15.00}. There is more, but please listen to the recorded phone conversation. Something was bothering me about that call since I had to fax my P.O. Box address to Relia on XX/XX/2020. I tried all day to reach customer service a Relia, and finally, I got through between XXXX XXXX  - XXXX XXXX. This time a man ( Reliacard customer service rep. ), answered the phone, and I asked him to give me the tracking number for the overnight reliacard I was expecting on XX/XX/2020. Keep in mind, that I have not received funds for 7 weeks.

The male customer service rep gave me a tracking number of XXXXXXXX and told me the card would arrive on XXXX/XXXX/200 via XXXX. I also verified the tracking number with the male customer service rep. and he told me the tracking number was correct. Please listen to the recorded customer service phone number. That means in on day on XX/XX/2020 to separate customer service representatives deliberately lied to me about where they could overnight the card, and later I received a false XXXX  tracking number. Why? I need the PUA money that is piling up on the card, and thousands of other people need the PUA money to take care of their bills and families. Why are Relicard customer service reps lying to people in need about the money we are entitled to during this pandemic? The female customer service rep I spoke to this morning ( Pennsylvania time ) overnighted my card to a P.O. Box that I am now told I probably will not receive because Relicard/Card Services don't overnight cards to P.O. Boxes. I don't know when I will receive the card with almost 8 weeks PUA benefits on it, but two people have deliberately interfered with the timely process of my receiving financial assistance. Please help. I spent all day yesterday and today trying to get through to customer service only to receive made-up information. Tampering with or delaying individuals from receiving Pandamic benefits should be a crime.

Thank you, Chrys ( Customer Service Rep. ) for your assistance in getting to the truth, checking notes, and trying to find out where my card sent this morning at the hands of the female rep. 

I hope my card does arrive at my P.O. Box tomorrow even though you stated and a another rep. yesterday said Relia card does not overnight to P.O. Boxes. If the card doesn't arrive tomorrow I will look for in 7 - 10 days. I need the card to come tomorrow. 

Please investigate these two customer service representatives at U.S Bank Relicard and listen to the recorded customer service calls on XX/XX/2020. Tampering with PUA benefits ... This should not be happening! 

Please email me with the results. 

Thank you, XXXX XXXX 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