Consumer complaint received 2025-05-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: U.S. BANCORP
State: KS

Complaint narrative:
This is about being compensated for losses caused by US Bank Reliacard. 

I have a claimant id # XXXX with the Reliacard Claims Administrator. 
Claim registration code : XXXX Customer id : XXXX The Consumer Financial Protection Bureau ordered U.S. Bank to pay nearly {$21.00} XXXX for keeping out-of-work consumers from accessing unemployment benefits at the height of the XXXX pandemic. U.S. Bank froze tens of thousands of accounts. However, it failed to provide people a reliable and quick way to regain access. The bank also failed to provide provisional account credits, while investigating potentially unauthorized transfers. XXXX order requires U.S. Bank to pay {$5.00} XXXX to consumers harmed by its actions and to pay a {$15.00} XXXX penalty. 

I am a consumer harmed who needs paid. I was identified by US Bank Reliacard on XX/XX/2024, as an eligible customer who was owed a refund. I have documentation of this. I received a letter from the Reliacard Claims Administrator on XX/XX/2024 saying they had received my claim form and would begin reviewing it shortly. US Bank then said they were having an outside consulting group handle this. The group was called " XXXX XXXX. '' I filed a claim that demonstrated injury at the hands of US Banks illegal practices that the CFPB fined them for. I received letters from the RELIACARD Claims adminsitrator on XX/XX/XXXX and XX/XX/2024 indiciating they needed additional information to complete the review. On both occassions I supplied them with an extensive list of information, including receipts, photographs, and both typed and handwritten documents, thus satisfying their requests. They had asked for supporting documents regarding the " impact types ''. There were XXXX catagories and I supplied information for all XXXX  catagories, in full. I supplied XXXX pages worth of documents and photos demonstrating the harm caused. They wanted additional information about impact type " XXXX  '', and I supplied them with the actual XXXX  notice. They wanted impact types " other '' and I provided them with this information. They said in every reason for rejection that they needed to know how much of the funds in the account did I need to access but was unable to access, and for every answer I replied, " ALL OF IT. '' I provided them with a list and photographs of every item in the home that was lost, as well as the storage unit that was lost as a result of not being able to access the funds. They even received the bills and the auction notice from the storage unit. This was all very well documented and provided to them. 

I later received a letter from the Reliacard Claims administrator saying that I would not be receiving payment because I had not supplied documentation in my initial submission. This is far from a fact and this is where the problem is. I gave US Bank everything they asked for in full and they denied to pay what was ordered and claimed their denial was based on not receiving documentation from me. They received it and are simply trying not to pay what they owe. US Bank, XXXX XXXX, Reliacard Claims Administrator owe me for this harm they caused when illegally freezing accounts. The direct and documented harm they caused totalled {$46000.00}. I expect to receive payment for this as an identified harmed person who was compliant in every way. They owe this money immediately. I would expect the CFPB to do their part and see to it that I am paid. 

In addition, I even contacted you, the CFPB for help on this matter via email. Here is a copy of the email I sent you. 


XXXX XXXX XXXX XXXX, XX/XX/2024, XXXX to XXXX, XXXX XXXX : XXXX XXXX Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX Enforcement Director Consumer Financial Protection Bureau Office of Enforcement RE XXXX Determining amount of injury sustained by affected consumers Claim Registration Code : XXXX Customer ID : XXXX A letter was received indicating this account was eligible for remediation. This letter than states that the banks records do not reflect any financial injury. A claims administration firm, XXXX XXXX was retained to assist. US Bank states there is an option to demonstrate any injury sustained via claim form. This has been proven to be an inaccurate statement. 

US Bank, Reliacard XXXX XXXX has issued a statement to me via mail indicating that the claim we are allowed to submit is strictly for any penalty received while denying access to the account. The claim form does NOT allow an account holder to demonstrate or make claims on actual losses suffered because of US Banks actions as was ordered and written, but instead shows their intent to only address the penalty portion of the loss without the loss being included. The ADMINISTRATIVE PROCEEDING XXXX XXXX. XXXX XXXX XXXX, XXXX. XXXX  with the Bureau, reads : IT IS FURTHER ORDERED that : Respondent must cooperate fully to help the Bureau determine the identity and location of, and the amount of injury sustained by, each Affected Consumer. 

The fact that the claims administrator has issued a statement to me that only the penalty assessed will be considered for the claim and not the actual damages caused by the incident is in direct violation of the above named order. If US Bank and XXXX XXXX are only allowing a fraction of the damages to be included in the accepted claims then the respondent is not cooperating with the Bureau in determining the full amount of injury sustained by the affected consumers. I have experienced this first hand in a recent letter received from the claims administrator where they claim I did not provide acceptable documents This is not an accurate statement by the administrator because the documents provided in the claim are documents that were produced by XXXX XXXX XXXX XXXX, US Bank, XXXX XXXX XXXX XXXX, and another document from the XXXX XXXX XXXX, XXXX XXXX XXXX  XXXX XXXX  XXXX XXXX, FDIC. US Bank has rejected documentation that they themselves drafted and provided to me stating it was not an acceptable document. 

Simply stated, not only has US Bank not allowed affected consumers to be able to seek full redress by only offering penalty portions of a claim to be made, they are creating more hurdles for the consumers by practices such as denying their own documentation as being acceptable when presented by a consumer. Much like their actions that led to this enforcement in the beginning, US Bank is again avoiding full compliance. It is my belief that while US Bank is allowed to resolve any portion of this issue by themselves will they manage to do so properly. Denials have already proven they will not comply. It is for these reasons that I seek Bureau-Administered Redress and to be included in any payments to be made through the Civil Penalty Fund . The amount filed on the claim submitted to the claims administrator was in the amount of {$46000.00} and while that would not make for full redress or proper damage restitution, it is as close as US Bank can get to resolve. This is the amount that they owe for the claim with registration code XXXX and customer ID XXXX and that is what they should be made to pay this claimant. 

Thank you for your time.

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