Consumer complaint received 2024-08-15 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: KS

Complaint narrative:
I have been requesting that US Bank Reliacard reissue XXXX checks that had previously been mailed after the closing of XXXX accounts. They have not done this. Those XXXX checks addressed to me, are numbered XXXX, in the amount of {$2600.00}, and check number XXXX, in the amount of {$1200.00}. These XXXX checks had been electronically deposited into a fraudulent account in the past and I became aware of this fact on XX/XX/XXXX. I contacted US Bank Reliacard and made a report of this. I then was sent forms to fill out, and I did. This form I received from US Bank is titled Report of Unauthorized Activity Customer Statement. I then submitted this form as directed to their email address on the form, which was XXXX. This form was submitted on XX/XX/XXXX. It is now XXXX months past the date I submitted the unauthorized activity forms and US Bank has not contacted me at all about the status of this matter and they have not reissued the checks to me either. I have continued to call all phone numbers I can find for US Bank and no one can or will assist me in resolving this matter. I can not get help with the regular customer service line because they want an account number which I can not provide because the account has long been closed after the checks were issued. I can not get help because the customer service representatives tell me that either they " have never heard of XXXX Claims '' or that they " have no way of contacting them. '' The information I have for the branch of US Bank I sent my Unauthorized affidavit forms to is this : XXXX Check Claims, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have written them with no response. I have emailed them with no response. I have faxed them with no response. They have made it impossible to contact them. 
The only information I was able to get from a service representative before the call was dropped is the following. I was given an account number. XXXX XXXXXXXX. I was told that this numberXXXX XXXX XXXX, is tied to the federal cashiers checks that were issued. This is not tied to my closed account it seems. What I need done is to have these checks reissued. There are XXXX checks that were issued because of account closures and the remaining funds owed to me are still owed to me, as they have not been received by me. I have submitted hundreds of phone calls and emails to US Bank about this problem and no one is providing answers or resolution. I have filed complaints with you many times and no one is resolving the issue. The very first time I filed a complaint with the CFPB about the missing money, US Bank sent a letter on XX/XX/XXXX. It begins by saying " we received your request for assistance with the CFPB regarding a US Bank Reliacard. '' They go on to acknowledge that XXXX checks were mailed and provided a tracking number of XXXX. It is these XXXX checks that I need reissued because I have never been able to cash them. When I attempted to deposit the checks on XXXX XXXX they were returned by US Bank . These checks are for the amount remaining in the accounts when closed and is money I am owed by US Bank still. They have made it impossible to even contact them to recuperate the funds they owed. I need help contacting them so that they can respond to the unauthorized affidavit I submitted in XX/XX/XXXX, without having received any reply from them. I need them to reissue the checks that they owe me immediately because I have been waiting on them for far to long. They had claimed that the checks were electronically deposited into an account at a bank I did not hold an account with. I verified this with the banks regional XXXX. I did not even reside in the same state as the bank used for the fraudulent electronic deposit. The checks did not bear a signature on them either until I deposited them on XX/XX/XXXX before they were rejected by US Bank. Because the electronic deposit of the checks occurred at a bank where I held no account and was done so by someone who was not me. I did not hold an account with XXXX XXXX until XX/XX/XXXX. US Bank claims the checks were electronically deposited 6 months before that date. Since I held no account and have the managers statement included here attached, it is obvious that US Bank still owes me. When I learned about this after depositing the checks for the XXXX and only time on XX/XX/XXXX, that is when I filed the Affidavit to the XXXX XXXX department. Again, they have not responded to me and they have not issued the checks they still owe 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