Consumer complaint received 2022-06-27
Company: U.S. BANCORP
State: PA
Product: Credit card or prepaid card
Sub-product: Government benefit card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
I contacted US Bank ReliaCard on XX/XX/XXXX asking for a detailed transaction history to be mailed to me for the months of XXXX and XX/XX/2022. I also asked for a fax number in the event that I do have to file a dispute regarding any of the transactions, once I reviewed the information. The representative refused to give me the fax number after much debate I was transferred to another representative who willingly gave me the fax number and apologize for the previous representative he also explained to me that the representative I had just spoken with had canceled my card because of a transaction dispute however I had not yet filed a transaction dispute. That representative pretended to reactivate my card over the phone and told me not to worry the card was reactivated and it would work in an hour or so. On XX/XX/XXXX I filed a transaction dispute via fax using the phone number that was given to me by that second representative. I received confirmation that the fax was successfully sent via fax plus the XXXX fax service provided by XXXX. 
On XX/XX/XXXX I received provisional credits for a transaction dispute that I had not filed however had been filed by that first representative I spoke to all over the phone who just took the liberty of filing a transaction dispute for every single transaction that had already been completed on my account most importantly this did not include any of the transactions that they had pending for nearly a month. Ever since that day I have made countless efforts every single day to have ReliaCard send me an acknowledgment letter acknowledging that I had filed dispute for many transactions on my account that we're not included in this fraudulently filed transaction dispute that was filed without my knowledge. Now it is over 30 days later and I've received no such letter acknowledging that I've disputed nearly {$9000.00} in transactions and have received nothing but from the customer service Representatives I spoke to who have just proceeded to run me around and never actually provide me with any information since then. I received a letter from US Bank ReliaCard notifying me that they would be debiting my account for {$430.00} for the transactions that I called and told them we're not supposed to be part of my transaction dispute I never filed a transaction dispute for those transactions so they went ahead and took the money back that they had credited me with provisional credits for a transaction dispute that I never filed. The problem is is that this ultimately is hindering my ability to get money back for the transactions that I was disputing which some of them are involved in the transaction dispute that was filed without my knowledge and money not taken back for those provisional credits that I was given for those specific transactions which would shed light on the fact that I would have gotten my money back for all of them had they ever acknowledged that I've actually been disputing those transactions all to that merchant. I don't know how to continue because I have had as I said countless phone calls with these people who just refuse to give me any kind of proof that I've actually disputed any of the transactions. On XX/XX/XXXX I was able to reach a representative name XXXX who went through all of this with me and fixed not only submitting tickets for transactions which I did not choose to dispute and was letting them know that I was not intending on disputing those transactions and then she was also adding the transactions with the specific merchants that were left out of the transaction dispute that I filed via fax machine. I received letter in the mail confirming that conversation on XX/XX/XXXX.

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