Consumer complaint received 2025-06-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: U.S. BANCORP
State: NC

Complaint narrative:
I am filing this formal complaint regarding a series of mishandled transactions, misinformation, and denial of access to funds related to my U.S. Bank ReliaCard, which I received through the North Carolina XXXX XXXX program. 

Several weeks ago, I contacted U.S. Bank customer service to ask whether I could use the XXXX XXXX feature to transfer funds from my ReliaCard account to another bank account. I was explicitly told by a representative that this was allowed and would work. Based on that assurance, I attempted to send funds from my XXXX account ( totaling {$160.00} ) to my personal checking account to cover overdrafts and pay essential bills that I could not pay through the ReliaCard platform directly. 

I was advised the funds would arrive within XXXX business days. When they did not, I called again and was told I had XXXX options : Retry the transaction, or Wait XXXX days for the funds to be returned to my account. 

Reluctantly, I retried the transfer. Again, the funds did not arrive. At this point, I requested that the funds simply be returned to my ReliaCard account. I was told by a representative that it would take XXXX business day. After waiting XXXX to XXXX business days, the funds still had not been returned. 

When I called back to check on the status, a different customer service representative blamed me, stating that the transaction had gone through and implying it was my faulteven though I was following directions given by their own representative. 

Out of desperation, I tried to file a fraud or transaction dispute, but just as I began the process, I was told that this would deactivate my card. I clearly and verbally stated : I do not authorize you to deactivate my card. I need to access my funds to survive. 

Despite this, they proceeded to deactivate my card without my authorization. I did not consent to this and made it extremely clear that I needed access to the remaining balance on my account. 

Afterward, I was told I would have to pay a fee to get a temporary card effectively charging me to access my own funds, which I need for basic living expenses like food and rent. At this time, I am locked out of my account and can not access any of my unemployment benefits. I am experiencing severe hardship due to these actions. 

I am requesting : Immediate reactivation of my card or issuance of a replacement card at no cost An immediate return of the {$160.00} in failed XXXX Pay transfers Written documentation of all actions taken on my account Confirmation that U.S. Bank is complying with the Electronic Fund Transfer Act ( XXXX ) and Regulation XXXX, which require timely investigation and provisional credit for unauthorized or misdirected transfers Accountability for the unauthorized deactivation of my card, which occurred without my consent and despite my explicit verbal objection This situation has not only caused financial harm but XXXX also violate multiple consumer protection laws. The level of misinformation, contradictory guidance, and disregard for consumer rights is unacceptable especially when dealing with a card designed to deliver state unemployment benefits to vulnerable individuals. 

Please consider this a formal complaint for your records, and I respectfully request urgent resolution. 

Sincerely, XXXX XXXX Phone : XXXX Email : XXXX ReliaCard Account Holder Location : XXXX, NC

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 monetary relief