Consumer complaint received 2016-01-26
Company: U.S. BANK NATIONAL ASSOCIATION - SAN FRANCISCO MAIN BRANCH
State: CA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Making/receiving payments, sending money

Complaint:
I sent my XXXX XXXX homeowners ' association payment to the designated XXXX XXXX that was represented to be that of Union Bank. My check was cashed by someone, though Union Bank and my property management company, XXXX, claim they did not receive it. My property management company then sent me a statement trying to charge me late fees for a payment that I had made. In addition, after complaining about Union Bank 's mismanagement of my XXXX XXXX payment, it then mishandled my XXXX XXXX payment that I sent to the same XXXX XXXX by not cashing it, running the risk that I would be charged a late fee due to no fault of my own. Originally, XXXX identified XXXX XXXX as the Union Bank representative assigned to this matter. XXXX was silent from XXXX XXXX to XXXX XXXX as I asked her about how Union Bank 's processes could have allowed XXXX my payments to be mishandled and to find out information about the status of my XXXX payment. I am fearful that XXXX was intentionally refusing to provide me information about my XXXX payment in retaliation to my complaints about Union Bank in order to trigger the imposition of a late fee on me. 

Then, on XXXX XXXX, XXXX, XXXX XXXX from Union Bank 's Office of the President was assigned to this matter. XXXX said he was troubled by XXXX non responsiveness, expressed that he did not believe Union Bank had exhibited itself in the manner that it seeks to hold itself out as a Bank, and he pledged he would address my concerns. He did no such thing in the days that followed. He refused to provide me with the name of the security company that transports checks from the XXXX XXXX to Union Bank 's facility that may have been responsible for stealing my check, claiming that the information was " proprietary, '' although Union Bank has contradictorily claimed through XXXX that it has no control over the security company. He told me that only a " general research '' investigation was done to determine whether someone at Union Bank or its unnamed security company may have taken my check and cashed it. And it took Union Bank nearly 2 weeks to fill out its portion of a fraud statement ( which required only a signature ) so that I could submit to my Bank in order to facilitate my Bank 's investigation of this. 

I am deeply concerned with Union Bank 's processes that have resulted in XXXX of my payments to be mishandled in different ways. I am also deeply concerned with Union Bank 's apparent lack of concern that a federal offense may have occurred on its watch, and its attempts at trying to evade accountability by passing off responsibility for handling the checks to a security company, and then refusing to provide the identity of that security company. Union Bank 's conduct and attitude in this matter makes me fearful that Union Bank will allow its flawed processes to continue uncorrected, which will allow more federal offenses to happen under its watch.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation