Consumer complaint received 2025-10-28 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem getting a card or closing an account — Trouble getting a working replacement card
Company: U.S. BANCORP
State: TN

Complaint narrative:
Subject : Formal Complaint Against U.S. Bank ReliaCard XXXX XXXX XXXX XXXX XXXX XXXX Account Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against U.S. Bank ReliaCard regarding their mishandling of my child support debit card account. Despite following every instruction they provided and submitting my documentation multiple times, my account remains inaccessible due to repeated administrative errors and apparent negligence by U.S. Bank. 
On or about XX/XX/year>, I received a letter from U.S. Bank ReliaCard stating that I must contact them by XX/XX/year>, or my account would be turned over to the state treasury. I immediately called the number provided. During that call, I was told that the card could not be reissued because it was a child support account and that I should contact the XXXX XXXX XXXX XXXX XXXXXXXX XXXX. 
I contacted the Nevada XXXX XXXX office and was informed that my case was closed and that this issue was the banks responsibility, not the courts. 
Following U.S. Banks instructions, I began providing proof of identity as requested. Below is a summary of the timeline of my efforts and their responses : XX/XX/year> : Faxed a copy of my state-issued drivers license via XXXX. Later told it was too blurry. 


XX/XX/year> : Re-faxed a large, clear copy of my drivers license from a XXXX XXXX. 


XX/XX/year> : Mailed a copy of my license via XXXX XXXX Mail XXXX XXXX XXXX, XXXX XXXX XXXXXXXX, XXXX, FL XXXX. XXXX tracking showed it was delivered on XX/XX/year>. 


Despite this, I was told several times that they did not receive any of my submissions. 


XX/XX/year> : Faxed my ID again to XXXX confirmation showed fax received. 


XX/XX/year> : Faxed my ID yet again with another confirmation of receipt. 


I was later told they had finally received my ID but now required my Social Security number, which I sent promptly via fax. 


A few days later, I was told they had received it, but their system was updated to say it was no longer needed. 


At the beginning of XX/XX/year>, I was told that all of my documentation was in order and that processing would only take a few days. 


However, when I called back recently ( late XXXX ), I was told once again that they do not have my documentation and that I should fax it in again. 


This has been an ongoing cycle of misinformation and poor handling for nearly XXXX months. Each fax transmission shows successful delivery, and XXXX confirms receipt of my mailed documents. Despite my repeated cooperation, U.S. Bank has failed to restore access to my child support funds. 
This situation has caused unnecessary stress and financial hardship. Their lack of accountability, communication, and competence in processing identity verification for a child support account is unacceptable. 
I am requesting the CFPB to investigate U.S. Bank ReliaCards mishandling of customer identity verification and failure to maintain proper recordkeeping, as well as to ensure that my account is reinstated immediately so that I can access my child support funds. 
Thank you for your attention to this matter. I have attached supporting documentation XXXX delivery proof, and currently getting proof of fax delivery. ( Please note you ask me for the credit card number, which I don't have. The number I have provided is the XXXX ID number which they are able to pull up my account with. ) Sincerely XXXX 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 non-monetary relief