Consumer complaint received 2024-07-04 00:00:00
Product: Prepaid card — Government benefit card
Issue: Trouble using the card — Trouble using the card to spend money in a store or online
Company: U.S. BANCORP
State: OR

Complaint narrative:
I won a {$5000.00} lottery prize from the XXXX XXXXXXXX. I went to the Lottery payment center in XXXX, and they issued me an Elan Prepaid Card with my winnings on it. I activated my card easy enough, and headed home. Not long after activation I paid a cell phone bill online for me, and XXXX for my girlfriend. I then went to purchase some household items from XXXX, and I couldn't get the card to work. I Called the number listed on the card, and after entering in some information and verifying my Identity a customer service person told me the card had a security flag on it for Suspicious activity. I verified the transactions, got it unflagged, paid for some household things in XXXX transaction online, which cleared, but then I stopped at XXXX XXXX XXXX home and my card was declined... AGAIN... so I went through the previous steps AGAIN, unflagged it, and the final transaction that night went ok... I got up this morning, ordered a XXXX from XXXX, and went to order breakfast for my household from XXXX on XXXX XXXX  and AGAIN my XXXX card wouldn't work .... but this time theres a bigger issue... not only does it not work because they flagged it again .... but the number I call on the card, same as yesterday 's number... now apparently doesn't work... I called XXXX different times, the listed number, and each time was told, after asking for my card # info, that this wasn't the proper person qualified to help me, and then that person tells me if I need help I need to call THE NUMBER IM LITERALLY CONNECTED TO/AM TALKING TO TELLING ME TO CALL THE SAME NUMBER. When I explain the issue to this person, they cant help me, don't know anything, and can only give me that XXXX phone number. Frustrated, finally, I just go online to my online account with them, enter my password and info, and then am presented a screen saying they've sent a security code to my email and to please enter it below ... and LOW AND BEHOLD not a single digit or email or code ever arrives in any of my inboxes... I attempt this multiple Times. By now, I'm XXXX, I need my money and it's a lot of Money ... so I think maybe it's my phone... so I use a different phone to call the ONLY NUMBER OR CONTACT INFO THEY HAVE... LITERALLY... I enter my XXXX digit card number, and when they ask for my XXXX digit security code, I enter it like before... AND NOW MY SECURITY CODE DOESNT MATCH MY CARD NUMBER???? THIS HAS BEEN A NIGHTMARE... IM SO IRRITATED AND ANGRY ... ELAN Financial literally has not one single additional contact number or email or anything... there isnt Even an email address or separate XXXX number... NOTHING ... so now with a locked card* that apparently now doesn't match its own sec . Number, and the literally inability to reach a single person or robot or option or menu to get these problems fixed ... asap... I am unable to access over XXXX dollars that I need access to. Elan Financial Services or prepaid services or whatever they are called are seriously out of line and conducting downright criminal activities by being unreachable and unable to access within reason my own money.

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