Consumer complaint received 2020-12-23
Company: U.S. BANCORP
State: LA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Trouble using the card
Sub-issue: Trouble using the card to spend money in a store or online

Complaint:
On XX/XX/XXXX I received a deposit on my ReliaCard with US Bank for {$1.00}, XXXX from my state agency which is unemployment benefits the amount that I received was back pay for the weeks that I missed. On XX/XX/XXXX when I received the deposit I soon attempted to use the card and it was declined. At that point I called US Bank Relia card once I got them on the phone they informed me that I had recently changed my address on file with them. When they said this I told them I was like no ma'am I did not I haven't used this prepaid card in about 6 months being that I was in rehabilitation for quite some time. Of course they argued with me and said I needed to re-up date my contact information which was my address, at the time I was homeless so I didn't have an address or proof of mail with my name on it like an electric bill or something and I told them that but they insisted that I updated my address. At this point after arguing with them I agreed I told them that I'm still homeless I would just have to change my mailing address they said that once I upload the documentation with updated address and also my driver 's license that it would take five business days for them to process it. Never once did they try and contact me within that amount of time I had to call them and proceeded to ask what the status was on this claim but apparently the only information they can give me about it is whether or not, whoever is in charge of the claim reviewed the documentation that I uploaded was acceptable or not. At this point after about a week and a half two weeks after calling them about 4 times they be gone to see that I was getting annoyed at this point they told me that I need to update my address with my state agency so that the address with US Bank ReliaCard and my state agency match at this point I was upset I understand I get it the addresses have to match although they made me change my address in the first place at that point they should have told me that I needed to update my address with my state agency also instead of waiting almost two weeks before they told me that I had to do it. Once again I was upset not upset because I had to update my address but upset because I had to update the address then wait 5 more business days again!!!! At the same time as I was being upset I was relieved at this point because I felt like I was getting somewhere with the claim. No changing my address with my state agency takes less than XXXX minutes and updates automatically and that is just what I did right after I updated my address with my state agency I received an email saying that it was updated also I get a message from the state agencies website that has a message box on the website so not only did I get an email but I got an email in a message from the state agency saying that my address was updated. Same as before never not once have I heard from u.s. Bank ReliaCard. After a few days I call you as US Bank ReliaCard to check the status of the claim once again. Not at this point they proceeded to tell me that the addresses are not matching up so I speak to them and I make sure that they have the proper address I also spelled out the entire address to make sure that they spelled it correctly and they did it was correct. So I just wait a little bit longer hoping that maybe something in the system might update or change I gave it some time before I call usbankreliacard back again and when I did still they proceeded to tell me that the addresses did not match. So after a small argument over the phone with the bank after hanging up once again I go to my state agency online and I update my address once again not sure why I did that but I did because it said right in front of me the address and it was spelled correctly with my state agency also. Once again five business days later I call the bank again and at this point the conversation did not go any further than it did when I called the last time they still proceeded to tell me that the address they had on file and the address my state agency had on file was incorrect at this point I hang up with the bank and I call my state agency. Finally after many attempts I get my state agency on the phone I told them what happened word for word and they proceeded to tell me that the address that I verify with the bank is the same address that they had on file also I spelled it out 2 my state agency to make sure that it was spelled correctly and ask them to re update it for me in case there was a problem with the online site for the state agency.. my state agency preceded tell me that the address has been updated have been updated a numerous amount of times and that she would update it again and assured me over and over that the address has been updated although us bank relia card still denies that the addresses do not match up. At this point I'm extremely frustrated had I not switched debit cards with my state agency I will be going into a month at this point with absolutely no money. As of XX/XX/XXXX XX/XX/XXXX which is now almost two months since that deposit was put on the card I still have not been able to use {$0.00} on this card. Now in between all this I have called usbankreliacard about this one particular situation probably 30 something times and I'm not exaggerating in attempt to fix this problem. Every time I've called them also asking to speak to a supervisor a handful of times I haven't gotten absolutely nowhere with the situation it's been at a standstill for about almost a month now and the only response that I can get from US Bank Relia card is that I need to call my state agency and update my address at this point I'm extremely frustrated because I have tried to tell these people that I have updated it and something is wrong there's a problem somewhere else I've called them I did it myself online four different timesand it doesn't matter how many times I say that or who I said it to at the bank no one seems to care or tried to help me fix the situation any further than that. I asked him I said please work with me I did what you asked me to do tell me what I can do to fix the problem what information can I send you do you want me to go online and take screenshots of my account with the state agency and prove to you that I've updated my address or do you want to call them and ask him that yourself with me on the phone our work with me tell me what I can do to fix this problem because calling my state agency and tell him that y'all said my address is not been updated is not fixing the situation because in my eyes and in their eyes the address has been updated. So after almost 2 months now a fighting with my state agency and us Bank relia card and when I say I called the bank at least 30 times I'm not exaggerating my state agency I've called them about five maybe six times the reason can I didn't call them more is because it's a simple problem update your address I can do that myself online calling them is not helping the situation because they're just doing the exact same thing that I can do online from what they're telling me so at this point I'm stuck in the middle of my state agency and the bank that blames it on each other so yeah I'm stuck in the middle sitting here with {$1200.00} on a card that I can't even use and it's extremely frustrating especially when the state agency will only except my phone call 1 day out of the week and still have trouble calling them because more than half the time the line is busy and I get hung up on because of high call volume. Please Help I just want to get the issue resolved in a timely manner and without argumentation.. Thanks in advance I'm really not sure if there is any type of documentation that needs to be uploaded here or not ... PLEASE PLEASE let me know if so and I can upload any documentation immediately. Thanks in Advance!!!!

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