Consumer complaint received 2020-10-07
Company: U.S. BANCORP
State: PA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting a working replacement card

Complaint:
XX/XX/XXXX, my current card, which PA Unemployment payments are deposited at US Bank Reliacard, was declined for ATM withdraws and transfers to my personal checking account at XXXX XXXX. I called XX/XX/XXXX to find out what was wrong. They informed me as of XX/XX/XXXX, without notice, PA apparently changed withdraw and transfer amounts to far less then they where allowing XX/XX/XXXX which is the date I made transfers to my XXXX account because I was back funded a substantial amount for unemployment benefits from XXXX XXXX XX/XX/XXXX. They requested I fax them a copy of my driver 's license front and back and that it could take up to 10 business days to reinstate my account. I faxed the document XX/XX/XXXX. Waiting patiently for 10 business days, I called XX/XX/XXXX wondering why my account wasn't yet reinstated. They told me they never received the fax! I have confirmation the phone number they gave me received it. They said to use their website to upload the driver 's license and it could take up to 10 more business days to process. I did the uploading and did NOT wait 10 days to call them. I called XX/XX/XXXX, XXXX, and then XXXX. XX/XX/XXXX, they said they did not receive the upload and asked me to do a verify upload from my phone of my driver 's license and a selfie. I did that while they were still on the phone with me. It would take another 10 business days. I called again XX/XX/XXXX - their systems were down for routine maintenance! Who does that on a weekday? I called XX/XX/XXXX. They escalated it a 4th time which is an email to the department who processes the reinstatements. I called XX/XX/XXXX. I was told the department who processes the reinstatements posted a note to my account on XX/XX/XXXX a XXXX that I needed to be patient while they worked through the backlog of the faxes and re- fax my driver 's license and ssn card again! I did that. It costa money to get these faxes done. 

I have been patiently waiting over 30 days and counting for this to be fixed! No other source of income but the unemployment benefits. I have rent and other bills to pay. I am going into the hospital for a medical procedure and want this fixed before I do it. I have to pay late fees and additional interest. Not fair. Are they hurting because i can't get to money I am entitled to have and use? They should be! 

This is totally unfair. I seem to have to recourse, no place to go for relief. I can't work because of underlying medical conditions. Coronavirus closed my contract in XXXX, they did not restart and I have limited ability to find new contracts because of coronavirus. There is nothing locally. I have applied everywhere for everything. I am over qualified. 

I have a file to share showing my documentation of the situation. 

I provided the card number as requested however everytime I enter it on US Bank Reliacard called system it says it it inactive and the customer representatives have to look it up on my ssn. 

Please help!

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