Consumer complaint received 2020-12-15
Company: U.S. BANCORP
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Unemployment benefits are being frozen fraudulently by US Relia Card. I myself along with several thousands of other Americans have had our accounts frozen for no legit reason. Mine was locked after I made a claim after money was stolen off my card. And when I did the address change my card never arrived. But it was activated and someone did try to withdraw funds. When I called them about this they informed me that my card, the one that I never received was locked. And that I would need to send proof of ID and address in order to unlock my account. My account has a positive balance of over 700.00 that I have not been able to access in over a month. I sent in all fax 's as I was asked and each time I would have to wait in between for the system to so called update. But when I would call back I was told they never received it or it was unreadable. I have sent in fax 's 2 or 3 times. Each time something was preventing my account from being reactivated. This all started in XX/XX/XXXXwhen I saw the unauthorized transactions. I first sent copies of my ID on XX/XX/2020. I asked the CS rep before I faxed them anything that my ID was from Texas XX/XX/XXXXXXXX XXXX. Seeing as how that was the only ID I had at the time, I asked if that would be accepted. I was told that it would be accepted as proof of ID. So on XXXX XXXX XX/XX/XXXX I faxed them my ID. And as instructed I lightened the document and enlarged them as well. When I called US Relia Card back on or about 4 or 5 days later, to verify that they had received my fax they said they had received it and that my ID had been accepted but I still needed proof of address. I asked what were acceptable documents to do this and was told since I didn't receive any mail at the address like a bill or a govt.letter or document, that I would have to send in a copy of the home owners ID with the address on it and a letter stating I could receive mail there. I did this a few days later. And waited another four or so day then called back. I was told that the ID of the homeowner was unreadable. Now mind you the copy of the home owners ID that I faxed covered the entire 811 sheet of paper. So in no way could it not be read. So I asked for a supervisor and was told it wasn't the size which is what I had been told several times before I asked for a supervisor. But it was to dark. So I obliged and resent the fax of the homeowners ID. I lightened it by two shades and faxed it again about 3 days later. So then I had to wait for the so called system update then called back and asked if the fax was received. I was told it was but the fax was once again too dark I started questioning the CS rep cuz I had just gone through this. Then she switched it and said oh it says that the fax was fine but it wasn't a fax of my ID and that they needed my ID. Now by this time I am very angry. I asked the rep to give me a supervisor. I was then hung up on cuz I was yelling at the rep. So I called back and I asked for a supervisor immediately. I was placed on hold for 20 min. When I finally got thru I was told it was my ID that I had sent in over a month ago that was too dark. I knew at that moment that these people were lying to me. I had been told back in XXXX that my ID had been accepted. And had been in touch with these people for the last few weeks and if my ID was the problem then why wasn't I told that a month ago or any of the other times I had called in. So the so called supervisor told me to download this app that I could use my phone to fax my copy of my ID that was now 30 days later all of a sudden isn't able to be read. I also told her what kind of ID I had XX/XX/XXXXXX/XX/XXXX and she too said that was fine. She also let me change my address by also faxing a copy of a govt document that I had received at my previous address because at this time I have no idea who stole my card that was mailed out during the very beginning of all this. So I downloaded the app. I asked the " supervisor '' how would she kow I had sent it did I need to put her name on it she said no that she had the fax that were coming in, on que so she would be able to see when I faxed it. She also told me that once I did this that she would expedite me a new card and my account would be unlocked finally. So I did as I was asked amd called in 3 days later when no card arrived amd was told that my ID wasn't accepted from when I sent it on the XXXX of XXXX And that they didn't know anything about a fax that I was told to send in by a " supervisor ''. So I asked how is my ID all of a sudden 30 or so days later not accepted. But the reps at this place are either very stupid or they know exactly what's going on. She said that the ID I sent in with offender on it was not acceptable ID. But wait I thought my ID was not able to be read cuz it was too dark? Then how did she know it read offender at the bottom if it was too dark to be read? Which means that they had received my fax from the XXXX of XXXX from the app that the supervisor from a few days ago asked me to send. By then I was done. I hung up and haven't called back. I did ask what would happen if I couldn't prove my identity she said the account would eventually be closed. Which didn't make any sense. Also when I was told my ID wouldn't be accepted they also said that I needed to send in a letter from the person who I was receiving my mail from which I already had done and they said her copy of the ID I sent for the homeowner the lightened copy was still too dark. So in all it was three or four of the same excuses or lies they had told me before. So I did a lil digging and found out that thousands of people were going thru the same thing. will help us people are being thrown out of their homes cuz they can't pay their rent or they are having things repossessed like family vehicles. People 's children are going hungry some with no utilities all because of US Relia Card illegally freezing accounts for profit. 

Also I would like to add that someone from one of the sites I think XXXX came up with a way to get your ID verified through the bank without having to send fax through people who were obviously lying. We were directed to a site from the bank that has to verify your identity by uploading a copy. So I went to the site from my cellphone which is also the registered number on the account. Once I did that and it went to the site I was shown a message stating that the site was down for construction and would be back up in 30 min. So I went to the same site from another device and was given instant access to the webpage. I screenshot both. Needless to say the site never came from under construction.

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