U.S. Bank National Association

On December 19, 2023, the Bureau issued an order against U.S. Bank in connection with its administration of prepaid debit cards that held unemployment insurance benefits. U.S. Bank offers prepaid debit cards to eligible consumers to distribute unemployment insurance benefits through its ReliaCard program. In the summer of 2020, U.S. Bank implemented new freeze criteria to determine whether to freeze a card due to suspected fraud. The Bureau found that U.S. Bank violated of the Consumer Financial Protection Act of 2010 by failing to provide eligible ReliaCard prepaid debit cardholders whose accounts U.S. Bank froze with adequate means to verify their identities and timely regain access to their benefits. The Bureau also found that U.S. Bank violated the Electronic Fund Transfer Act, and its implementing Regulation E, by failing to timely investigate ReliaCard prepaid debit cardholders’ notices of error concerning alleged unauthorized electronic fund transfers. The order required U.S. Bank to provide $5.7 million in redress to consumers and to pay a $15 million civil money penalty. The order also required U.S. Bank to take measures to ensure future compliance. The OCC concurrently issued an order against U.S. Bank addressing U.S. Bank’s conduct relating to administration of the ReliaCard program, separately fining it $15 million.

On September 22, 2025, pursuant to the Bureau’s authority under 12 U.S.C. § 5563(b)(3) and under Paragraph 92 of the order, the Bureau terminated the order and waived any alleged non-compliance therewith. U.S. Bank has fulfilled certain obligations under the order, including, among other things, paying a civil money penalty of $15,000,000 to the Bureau required by Section IX of the order, making redress payments required by Section VIII of the order, and taking steps to implement injunctive relief to prevent future violations required by “Conduct Provisions” of the order.

Consumer contact information

Consumers with inquiries related to redress under the order may contact U.S. Bank by toll-free phone at 1-855-282-6161; by email at ReliaCardInquiry@usbank.com; or by mail at P.O. Box 551617, Jacksonville, FL 32255.

Consent Order

Stipulation

Order Terminating the Consent Order