Consumer complaint received 2025-09-27 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble getting information about the card
Company: U.S. BANCORP
State: NV

Complaint narrative:
My USBANK XXXX  card had expired in XXXX and the access to the website didn't work anymore but I didn't think that was an issue because the card had expired. 
Usbank never sent a replacement so I supposed the account had been closed. It had not. In fact as soon as XXXX needed to send me more money in XXXX they claimed to have sent the money to that USbank XXXX  card. I called the number and they were able to locate my account and send me a new card ( with a different number and expiration date ). I was NEVER able to access this new card online or in the app ( I can only check the balance over the phone ) at XXXX My previous credentials ( which I know for sure since I use a password manager ) give me the error : Something you entered is incorrect. Please try again.. If I try to create a new account this is the message I get : Account already has online credentials. Please log in or use Forgot Password or Forgot Username. 
Except there is no such option on XXXX. The closest thing is XXXX XXXX XXXX which only allows you to know your username ( not change or reset ) or reset your password. 
I did try to do that but an error message asked me to call the number on the back of my card as it could not start the username password procedure for me. I called them and they opened a ticket. Once I called back they had closed the ticket after a few days with the suggestion that the customer needed to create a new account. I then had them open another ticket reiterating them that creating a new account would NOT be an option has I had tried ( and tried over and over again ) with always the same error message : Account already has online credentials. Please log in or use Forgot Password or Forgot Username. 
After a few days they closed the ticket again and must have done something as they suggested - this time- for me to use a username that they were able to locate in the system and somehow tried to link to my XXXX  card. 
The problem is that the username they located IS NOT the username I had registered and used in the past with my XXXX card at XXXX, but the username I - for many many years and currently - use for my USBANK Checking account and credit cards ( they are separate from the XXXX  Card and the XXXX  card does not appear when I access my checking account and credit cards ). 
Nonetheless I tried to use the suggested username and even followed their prompt to reset the password ( as the one I used with UsbankXXXX  did not work with this username ). The system reset my password but did not log me into my XXXX. Instead wants me to login after resetting the password. 
After a few days they closed the ticket again and must have done something as they suggested - this time- for me to use a username that they were able to locate in the system and somehow tried to link to my XXXX  card. 
The problem is that the username they located IS NOT the username I had registered and used in the past with my XXXX  card at XXXX, but the username I - for many many years and currently - use for my USBANK Checking account and credit cards ( they are separate from the XXXX  Card and the XXXX  card does not appear when I access my checking account and credit cards ). 
Nonetheless I tried to use the suggested username and even followed their prompt to reset the password ( as the one I used with UsbankXXXX  did not work with this username ). The system reset my password but did not log me into my XXXX. Instead wants me to login after resetting the password. I did try to login several times at XXXX but every single time it would not log me in with those credentials and the error message asked me to call the number on the back of my card to solve the issue. I did call and they stated they opened a new ticket ( or so the told me around XX/XX/XXXX, couple days more or less ). I called back several times and they did not have any update about this ticket until today, XX/XX/XXXX, they told me they don't see any ticket at all and that the previous ones had been closed with the suggestion to use the username that - as I said- doesn't work for XXXX. Since they had me do the troubleshooting many many times and try to access with those wrong credentials many many times the system now has a different error message : XXXX User ID Login is temporarily unavailable. 
This error now shows at any hour of day and night and on any computer or browser. I think it means they had me try over and over the wrong credentials that some kind of security block has now be imposed by the system on the username they want me to use on usbankXXXX 
But even if they reset that block the error would only revert to the one where they ask me to call them at the number on the back of my card as the username they want for me to use to access my usbankXXXX card is an username already connected to my credit cards and bank account at usbank. They need to associate the right username to my usbankXXXXXXXX card : mtmdebus. That is the one I used to have and is not connected to my bank account. I know they are messing with my usbank checking account credentials because once I reset the password at XXXX ( supposedly for my usbankXXXX card as per their prompts ) that did NOT WORK to allow me to access to my UsbankXXXX card BUT DID change the password I need to use to access my checking account and my credit cards at usbank.com. In fact USbank sent me the warnings that someone has changed my USbank checking account and credit cards password as soon as I followed the procedure to reset the password for my USBANKXXXX  card and XXXX. I tried any of the actions with several computers, browsers ( XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX  ) and internet connections but the results are always the same. Also, if I try to log on the USbank app with the credentials they want me to use I am logged into my bank account and credit cards, not my XXXXcard as those are the credentials belonging to those accounts, not to my XXXXcard. They need to restore the right credentials ( username, I can reset the password myself once they do that ) : mtmdebus, for my focus card since the username they want me to use belongs to my checking account and credit cards at usbank.com and also in the app logs me in into those accounts, not my XXXXcard. they know lost my last ticket ( don't have any answer to it and they claim was never opened after claiming they were waiting for an answer to it for 10 days ) and when today I asked them to open another they refused to give me a ticket reference # to be able to track it should they claim it was never opened in 10 days or so. 
I called the number on the back of my XXXXcard dozens of times over the last month with no results. I have had 3 way calls between Usbank.com ( credit and checking account ) and XXXX ( XXXXcard ) supervisor with no solutions given. They even deny those ever happened next time I call the number on the back of my focuscard.

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