Consumer complaint received 2025-07-21 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Problem using the card to withdraw money from an ATM
Company: U.S. BANCORP
State: NC

Complaint narrative:
b'Over the past 2 1/2 to 3 weeks, I have been experiencing hardships with the US Bank reliacard program after starting to receive benefits from my unemployment. I was informed that I could not use my card as it was flagged for some unspoken/unknown reason and I have not been able to access over XXXX dollars\' worth of my NC unemployment benefits with non-stop headache from continuous efforts in providing documentation and having spoken to SEVERAL Us bank representatives- whom confirmed documentations that I should load that would assist me with getting my account back activated. Ever since this process has started, I have spoken to about 9 different people who cannot clarify why my account was even flagged and I have had to get "Notarized" documentation to prove that I am who I am in order to gain access back into my account. I had to spend money (I do not have) as an additional effort from my end, as this same bank sent me a letter stating that I could also upload additional documentations within a "Quick Links" on their website- THAT DOES NOT EXIST!!! Despite of the countless efforts and "Successful" uploads of documentation that I have provided over the past two weeks. I have questioned their system (AI) and inquired for a "Live" person to confirm my documentations of my identity. Throughout this process, I have been told several different options of information regarding this identity/fraud process. I have been DENIED the ability to speak to someone from the USBank Fraud department - as this department keeps being spoken of, however, is considered an "OFFLINE DEPARTMENT" that has no contact information. I have had to pretty much beg for access to my account with no avail - and was hung up on twice today and met with indecencies from two of their so- call Specialist. I have mentioned that this has caused me so much exhaustion especially with having to figure out an alternative means to pay my bills/RENT!!! And I also have a XXXX XXXX adult XXXX  that co-depends on ME!!! I cannot convey or begin to explain the misfortunate happenings of this experience in my life and the huge dysfunctional treatment that I have received with the lack of concern of why they are getting my benefits deposited into their bank in the first place. It is already hard enough going through the process of unemployment, and at this point they are "Unlawfully Withholding" my unemployment funds. I have had services with other banks - XXXX XXXX XXXX XXXX XXXX, and due to the lack of USbanks ability and agility to have a "Live" fraud department in cases like mine and lack monitoring of their XXXX  process within their fraud department has caused me to be limited to funds that are "Rightfully" mine! I have called their Head Quarters today- XXXX (was hung up on by a Representative by the name of XXXX). Prior to making that attempt - I called the card services customer service number to be transferred once again to a so- called Specialist who would not listen to me and totally disregarded my questions. I am so appalled as an XXXX  Citizen having to go through so much Red Tape on getting access to funds/benefits that belong to me.'

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