Consumer complaint received 2025-09-19 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: OR

Complaint narrative:
Reliacard XXXX XXXX XXXX  - XXXX ID Number : XXXX Card Number : XXXX On XX/XX/XXXX, I received a letter by email from US Bank that I had unclaimed property in the amount of {$610.00} with Reliacard - Oregon U since XX/XX/XXXX. It gave me instructions to verify my identity online using my XXXX digit number on the card. I did not have the card since I destroyed it back in XXXX when my unemployment benefits ended and I thought my account was at {$0.00}. I had no way of doing this online without having the card. I called the number provided and talked to a woman on XX/XX/XXXX and she updated my address online and told me to wait XXXX week and call back and I would get a new card sent to me. The next day, I received an automated phone call that my card was determined to be fraud and was not activated and I would have to call to verify my identity. ( Or something to that effect ). I called again and was told that I would need to submit my identification cards to verify my identity. I was given a fax number to fax a photo of my passport and front and back of my drivers license. I did this. When I called later, they said it was too dark and not good enough. They gave me an address to mail copies to. I did that also. I called later and was told they did not receive them. I faxed copies again and again called and told they were too dark. I mailed copies again and was told they were not received. 
I have spoken with countless people at Reliacard and they say there is nothing I can do. I have talked with their XXXX XXXX Department who could not help. 
I have gone into XXXX different XXXX Banks ( where I have checking, savings, and credit card accounts ), XXXX in XXXX XXXX, Washington and XXXX in XXXX, Washington and they cant help me. But US Bank told me that the reason I heard from Reliacard since XXXX is because US Bank told them to audit inactive cards that had money on them. When I asked Reliacard why the amount keeps going down, they said they deduct {$2.00} every month ( since XXXX ) for management fees. They said any remaining monies on my account will be returned to the XXXX of Oregon. 
Here are the relevant dates : XX/XX/XXXX Received email from US Bank with Reliacard letter and visited US Bank XX/XX/XXXX Called Reliacard - changed address and told to call again in XXXX week XX/XX/XXXX Received automated call from Reliacard that card was deactivated ( have received XXXX of these calls ) XX/XX/XXXX Called Reliacard Customer Service XX/XX/XXXX Faxed identity documents to Reliacard XX/XX/XXXX Received letter from Reliacard - need more info XX/XX/XXXX Received letter from Reliacard - not sufficient verification XX/XX/XXXX Called Reliacard XX/XX/XXXX Stopped at US Bank in XXXX, Washington XX/XX/XXXX Mailed hard copies of passport and drivers license to Reliacard XX/XX/XXXX Called Reliacard Customer Service XX/XX/XXXX Received call from Winter with XXXX XXXX Department Reliacard XX/XX/XXXX Called Reliacard and talked with XXXX XX/XX/XXXX Faxed copies of passport and drivers license again from Postal Annex XX/XX/XXXX Mailed hard copies of passport and drivers license to Reliacard XX/XX/XXXX Called Reliacard and talked to XXXX - said fax copies were not good enough. Said they did not receive any mailed copies. Requested I get a call back from someone who is making these decisions. She said she would relay message. 
No response yet. 
I have letters and my notes and can mail them to you if needed. I do not have access to scanning equipment.

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