Consumer complaint received 2019-07-23
Company: U.S. BANCORP
State: OR
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:
In XXXX I returned school uniform clothing item to XXXX XXXX store. When I returned the items the refund could only go back on the card that you originally used to purchase the items. I tried two of my bank cards, which was not accepted and then I tried my US Bank Relia Card and it was accepted for the return. 
In XXXX, my daughters father made a XXXX XXXX payment of {$50.00}. I was alerted that there was money on my card. Later that day I went to make a purchase and my card was denied. I call US Bank Relia Card and the sated that my card was locked because of a return. They accused me of fraud because they could not find the original purchases on my card from the uniform store. I was told the only way they would release my funds was to send a copy of a receipt showing that I purchased the items or have the company take the funds off the card and give me a refund in a different way. I explained to the Relia Card that I made the purchase a year ago at different times and could not find the receipts. 
I called the store and explained what was going on. They stated that they changed system and that there was no way for them to go back a year ago and look for each individual receipt. They also stated that there is no way they could take money off of a card that has a hold on it. 
The only thing the uniform store was able to give me was a copy of the return receipt. I did a three way with US Bank Relia Card and XXXX XXXX store, we spoke with a manager and explained the matter. The manager stated that she understood and for XXXX XXXX to fax the return receipt and she was going to send an email to corporate explaining the circumstance so they could release the funds. She also, stated that she would following up with me on Monday because corporate office was closed for the XXXX XXXX   XXXX holiday. I never heard back from the supervisor. 
I call a few days later and asked to speak with another supervisor and she stated that the only way they were going to release the funds is if I could prove that I purchase the school uniforms because they dont see where I ever purchased the uniforms. I asked to talk to someone in corporate and was told that what she was telling me was coming from corporate. I asked if I could talk to someone at US Bank and was told that US Bank does not regulate them and they have their own policies. Again, I was accused of fraud. 
I have had my US Bank Relia Card for 14 years and never had any issues when I returned items that I bought with my card. I have never been accused of fraud in my life and I dont have a criminal record. As a single mother, this matter has been stressful, has affected my health and my ability to pay bills that meet our basic needs. They are keeping {$530.00} money that has nothing to do with the issues which is causing me financial difficulties. In total they are keeping {$720.00} of my money and have illegally accused me of fraud. I have call the Oregons Child Support Department and they stated that it is illegally for them to keep my XXXX XXXX payments and not make them available to me.

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