Consumer complaint received 2024-04-08 00:00:00
Product: Prepaid card — Government benefit card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: U.S. BANCORP
State: WA

Complaint narrative:
In XXXX of XXXX I requested assistance from a friend with my unemployment claim because I didnt understand what the issues were involving the delay of my benefits. I had to give this person access to my WA XXXX XXXX  account in order to properly help me. Unknown to me she took over my account changing login credentials, requesting a US Bank ReliaCard, changing my banking info, changing address and telephone info so that I wouldnt learn of the fraud until it was too late. In XXXX of XXXX the reliacard was issued XX/XX/XXXX the first unauthorized transaction took place at XXXX in XXXX, wa in the amount of {$1000.00} XX/XX/XXXX XXXX XXXX - {$1000.00} XX/XX/XXXX XXXX XXXX - {$1000.00} XX/XX/XXXX ATM withdrawal - {$500.00} XXXX a {$4.00} fee XX/XX/XXXX ATM withdrawal - {$500.00} XXXX {$4.00} fee XX/XX/XXXX XXXX XXXX - {$1000.00} XX/XX/XXXX XXXX XXXX - {$1000.00} XX/XX/XXXX XXXX XXXX - {$1000.00} XX/XX/XXXX XXXX XXXX - {$1000.00} For a total of {$8100.00} When I was able to confront her about my unemployment claim she gave me the reliacard and a good story to go with it and told me my unemployment benefits were deposited. I was so happy to have it finally I didnt even question anything. Because I no longer had access to my SAW account I had no idea how much money I was suppose to get in the first place leaving me no reason to question the amount of money I had so I went on as usual. Its clear as you look at the transaction history the difference in spending patterns. A very specific set amount at a specific store from the XXXX to the XXXX and then it all becomes very random. This should prove my case even more however the bank said that because the purchases were made in the same city that was used against me. On XX/XX/XXXX I learned of the unauthorized activity and I promptly reported it. It was from this moment on that the bank completely screwed me at every turn. XXXX they did the initial dispute for All the transactions that occurred on my account and that is not how I reported it. They requested specific information from me and that I fax this information to me before they would begin their investigation. I did send them everything requested ( even though I didnt understand all of it ) and when I would call back to check status they would tell me they never received my fax. Sent again, told same thing. When I called to find out why a provisional credit hadnt been given they said they couldnt give XXXX because they needed a police report. So I sent them XXXX. They said they never got it so I sent again. All of this is being done in an attempt to allow so much time to pass that I would no longer be protected under XXXX XXXX The bank opens the dispute on XX/XX/XXXX and sends a denial letter on XX/XX/XXXX that is well over the days 10 days the law allows to provide provisional credit but they never did allow such credit, therefore breaking the law. Everytime I requested evidence be sent to me in their determination they would send to the wrong address. This happens time and time again and when I tried to update my address or phone number they would either say it was updated but never was because I wouldnt get correspondence or they would tell me they couldnt update an address on an account that was stuck in the status mine was in at the time until eventually closed. Again, all this in an attempt to delay any timely correspondences. Ive been lied to repeatedly and no real assistance was ever provided to me. I ended up filing a complaint with the OCC # XXXX but the result of that complaint was that they were not the regulator for that bank. There are several things the bank did in addition to breaking the law that in my opinion are deceptive and misleading for example : When I requested evidence they used in making their decision they repeatedly sent to wrong address even after several phone calls informing them I never received it and updating my information. I NEVER did get anything from the bank it wasnt until I reviewed all the documents in my case filed with the OCC that I saw more discrepancies. 
They present evidence in such a way that makes it look as though it is me doing the transactions but if you look closely at the atm footage with respect to the date and time you can clearly see the dates do not match up to the dates in question. Yet they present the footage with a ledger balance and activity summary as if those apply. No where in any of the documents or evidence presented do they show any footage of the dates of the actual unauthorized activity. Why dont they show footage from the atm for XX/XX/XXXX and XX/XX/XXXX? Why do they provide evidence for dates of transactions that are not in dispute??? Why dont they show footage of the POS transactions at XXXX XXXX for those first XXXX transactions? Why didnt they provide provisional credit when their investigation was over 10 days? Why didnt they do a complete investigation and if they did then they would clearly see it wasnt me. Why present documentation in such a way to make it look like it was something that it wasnt? Thats probably because they DO have footage or proof it wasnt me but they dont want to credit me my money! Why did they require certain information before beginning their investigation? Why did they require a police report from me? XXXX XXXX XXXX was or is doing business in a misleading and deceptive manner and their business practices have screwed me and probably many others out of their money which in turn has left me homeless. The domino effect this has had on my life is nothing short of tragedy and I want them held accountable. I want my money returned to me and any interest that would have occurred had the fraud not took place and I want the bank to change how they deal with unauthorized activity. They should be protecting the consumers not harming them like they have 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 monetary relief