Consumer complaint received 2022-10-31
Company: U.S. BANCORP
State: ME
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble closing card

Complaint:
I called USBank Reliacard Visa customer service ( XXXX ) on XX/XX/XXXX to cancel the card, and was told that I would receive a notice of cancellation within two to three weeks. At almost a month, I have received no letter, and have repeatedly called the customer service number to check on the status of my request. Every rep identifies themselves as customer service, but after I give my card number, I am told that the rep I am talking to at the moment is not trained to handle my card business, then they tell me that they're happy to give me the customer service number, which is the same number I had just called. And so I call again, and the same thing happens- they will talk me until they receive the credit card number, then they tell me this exact same thing as above. And I call again, and again and again I get the same thing. I have tried other days and times, and they are able to access my account, so I know they can see the information, but once they get and enter my credit card number, they tell me they 'are not trained to handle this particular card '. But they will not tell me what is says there, even though obviously they have the ability to look at my account. All I want to know is if it shows that my cancellation request has gone through. 
Being that when I first dial the customer service #, and I am told by the automated answering system that there is a card associated with my number, and then I'm told the balance remaining ( {$4.00} ), obviously this card is still active 28 days after my cancellation request. And tomorrow on XX/XX/XXXX, I will be charged the monthly fee again ( {$2.00} ). 
I am convinced that they are shutting me out, so that there is no way I can cancel this card until I go below XXXX and I either have to pay more into the online site to avoid penalty, or I don't put any more money into it and they can charge me a penalty. I truly believe they are shutting me out, and when they pull up the credit card number, they see a message in their system to absolutely not discuss anything with this customer, and it shows them what to say to deflect me and give me the runaround, and this message they are seeing, to not deal with me, so that I can't cancel, will stay there until the card expires in XXXX, before which I will be charged penalites for going below XXXX in the account, because I refuse to put more money in this account to pay a monthly fee on a card I have every right to have canceled before the next payment date. 
The money in account would run out after the XXXX {$2.00} fee. As they will not help me, so I can't cancel, I can't do anything now about the fee being charged tomorrow XX/XX/XXXX. I decided to try one more time before filing complaint with you, and called the customer service # again, and asked first before giving the credit card number if the rep was able to service/handle the USBank Reliacard Visa XXXX XXXX and rep said to give them the credit card number, and they'll check to see what the customer service number is that I should call, and of course they gave me the same number again, which I had just called. Again. I told them I was filing a formal complaint, but was merely offered the number to call that I have been calling for days. 
I am sending a formal cancellation request by certified mail to XXXX XXXX XXXX, to their XXXX address ( XXXX XXXX XXXX, XXXX, FL XXXX ), including this letter to your bureau.

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