Consumer complaint received 2021-05-19
Company: U.S. BANCORP
State: TX
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:
-I, XXXX XXXX XXXX DID NOT contact US Bank 's XXXX  XX/XX/2021 ; to my utter dismay my online XXXX statement reflected an UNAUTHORIZED replacement card being expedited XX/XX/2021, XXXX XXXX. ( Note : had I not seen the unauthorized {$12.00} expedited fee on my statement I would not have known my account was CHARGED nor would I have known an unauthorized replacement card had been issued. ) -I, XXXX XXXX XXXX DID NOT report my card lost XX/XX/2021 as I DID NOT lose my card. 
-I, XXXX XXXX XXXX DID NOT request a replacement card nor an expedited replacement card XX/XX/2021, XXXXXXXX XXXX 
-I, XXXX XXXX XXXX DID NOT receive a replacement card as I DID NOT report my card lost nor did I request an expedited replacement card XX/XX/2021, XXXX XXXX 
-I, XXXX XXXX XXXX DID NOT activate an unauthorized replacement card XX/XX/2021. -I, XXXX XXXX XXXX DID NOT render my account inactive XX/XX/2021. 
-I, XXXX XXXX XXXX DID NOT complete nor request a personal data update via Texas Workforce Commission nor US Bank 's XXXX  XX/XX/2021 as stated in US Bank 's Prepaid Card Services CFPB XXXX XXXX response : The replacement card was made active on XX/XX/XXXX, but immediately made inactive and has remained inactive since XX/XX/XXXX, due to a personal data update. The very next sentence states ( US Bank 's Prepaid Card Services CFPB - XXXX response ) : Unfortunately, Texas Workforce Commission program does not allow CSR agents to update any personal data, such as address, phone, DOB, etc. and we must refer you to the agency to update this information and wait for the update from the agency ; how did my account become inactive due to a personal data update by US Bank 's ReliaCard CSR agents as I DID NOT contact Texas Workforce Commission to update, change nor request ANY personal data update? 
-I, XXXX XXXX XXXX provided ( XXXX ) XXXX as the contact number I could be reached not ( XXXX ) XXXX so I am not sure why the statement We attempted to contact you XX/XX/XXXX and XXXX at XXXX and were unable to leave a message as the voicemail was full is included or relevant to US Bank 's Prepaid Card Services CFPB XXXX XXXX response. 
-I, XXXX XXXX XXXX received a voicemail Friday, XX/XX/2021, XXXXXXXX XXXX. From a XXXX XXXX XXXX ) XXXX whom never states who she is calling on behalf of advising my account is no longer restricted, she does not know if I have a card or need a card but I can call ( XXXX ) XXXX to get a card or whatever I need to access my funds. 
-I, XXXX XXXX XXXX called the number provided by XXXX XXXX XXXX ) XXXX Friday, XX/XX/2021, XXXX XXXX. ; 24 minutes 38 seconds later my account is EVEN MORE RESTRICTED than when I filed, submitted my complaint with Consumer Finance Protection Bureau ( CFPB XXXX Monday, XX/XX/2021, XXXX XXXX. by CSR supervisor XXXX purporting to help me by deactivating a card the previous CSR agent ( before I ask to speak with a supervisor ) WITHOUT MY CONSENT OR REQUEST activates the UNAUTHORIZED card on my account rendering my account further RESTRICTED with NO ONLINE ACCESS to even see my account much less access funds the very same card US Bank 's Prepaid Card Services CFPB XXXX XXXX response states The replacement card was made active on XX/XX/XXXX, but immediately made inactive and has remained inactive since XX/XX/XXXX, due to a personal data update. How does the above replacement card continue to be activated then immediately deactivated Tuesday, XX/XX/2021 then AGAIN Friday, XX/XX/2021? 
-I, XXXX XXXX XXXX immediately contacted CFPB ( XXXX ) XXXX, Friday, XX/XX/2021, XXXX XXXX Speaking with XXXX for 30 minutes 29 seconds advising her of what just occurred above she assured me she would add notes to my complaint XXXX, while graciously asking me to remain patient allowing US Bank to respond within the 15 days allotted ...

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