Consumer complaint received 2021-06-19
Company: U.S. BANCORP
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
This complaint is only a part of my issue with reliacard services, but most recent is a deposit into my account of {$2700.00} on XX/XX/XXXX at XXXX XXXX. A unauthorized bill pay transaction of {$2000.00} was made to a " XXXX XXXX '' at XXXX XXXX  on XX/XX/XXXX. It was not made to me, I wasnt even aware that a deposit was made into my account until XX/XX/XXXX. That is when i moved the remaining {$720.00} out of that account and called reliacard services. At first, they were very helpful and assured me that i would get my money back. We started the dispute and they said they were sending the forms. ( I'm not sure of the exact dates of when i called back to ask about those forms, but i do know how many times i called, it was 5 times ), and never received them. Actually, reliacard services never called me or wrote me back. But, they assured me that they were working on my dispute everytime i did call. They would ask me questions about it, then put me on hold for 30 mins, then transfer me to someone else i would have to explain the whole situation too again. Always ending in saying that my dispute is being worked on. After never recieving the forms I asked about their policy stating if it takes more than 10 days to complete their investigation they will credit my account with the money. They said because i never returned those forms i never recieved that they couldnt do it. I was angry, but I believed that i would get that money eventually because it is so obvious that it wasnt me that got that money. After a few weeks i called back, talked to a district manager and she said, Mr. XXXX your dispute is still in process but everything looks good. She says she was looking at it and looks good just to call back in a week or 2 to check on it. I waited longer than she said to because i felt intiminated and totally disrespected by them, but when I called it was the first week of XXXX. This is when I literally started to cry on the phone because reliacard services informed me that there was nothing that they can do. And, there wasnt any dispute with that transaction because with bill pay it worked differently. I said, so who do i need to talk to now very calmly and she answered me angry and annoyed by my question with the same answer, that there was nothing that they can do and they dont know what to tell me except call bill pay. 3 1/2 months I waited to be told that there is nothing they can do, period. i asked a couple more questions, and she very annoyed said Mr. XXXX Im sorry but there is nothing else we can do.I called Bill Pay, they told me that they shouldve never had me call them and apologized to me and said that it had been too long to do anything about it even if they could. That i needed to call reliacard.Reliacard does not want to help me, Bill Pay says they cant help me and i have no idea how to help myself but my money is gone! I would like to see if you will please take the time to review my transactions, and hopefully listen to my phone calls to reliacard ( because it always states our phone call is being recorded ), and please look in to where that {$2000.00} was sent. Because according to reliacard services, they dont know. Also, if you can not help me can you please recommend me to a law firm that takes this type of case. Because the other part of my complaint with reliacard services is that I never recieved my unemployment benefits from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX or XX/XX/XXXX. Thats why if you can not help me with this, i need to hire an attorney with the help of an investigator to go back to look at those transactions or ATM withdrawals and physically see that i did not recieve those funds. And now since reliacard has treated me like a piece of XXXX, i want to make them pay legally everything they owe. And, I know I will win because its the law and for the first time in my life i have the law on my side! Thank you.

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