Consumer complaint received 2020-04-11
Company: U.S. BANCORP
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Hello, I am reaching out in desperate need of help. I am hoping that I can tell my story and and someone will want to help a person who may not be big in this world but matters. I am a XXXX  year-old woman living in XXXX XXXX XXXX. I recently started an amazing career back in XXXX. I live paycheck to paycheck and have always taken pride that I can pay my bills and take care of my family. I recently decided to open up a bank account with US Bank. I had previously banked there for 18 years. I left them due to a divorce. I had no issues with them and had overall good service for all those years so I decided to try them again. I opened the account on Sunday XX/XX/XXXX. There were a few system issues with switching my address from XXXX  to XXXX  but I was assured that everything was fixed and my address was updated. I deposited every bit of money I had to my name into this account. On Tuesday I had to go to urgent care and was diagnosed with the XXXX. I was very sick. I attempted to get my prescription filled at XXXX and my card was rejected. I called the bank and they informed me that I needed to come into the branch and speak with someone. When I got there they told me that they closed my account and could not give me a reason why. They said it was restricted information that they can't even have access to. I thought it would be as simple as asking for my money back. I was sadly mistaken. They told me that once the paperwork processed they would send me a cashier 's check. Through my tears of panic I pleaded with them to please find a way to get me my money. I had to have my XXXX. Plus I had rent and bills due that week. I was distraught, and could not believe that they couldn't help me. I left there empty-handed. I spent hours on the phone getting transferred from person to person and no answers. Many got angry with me for my frustration. No one wanted to understand the position that they had put me in. I had no money. luckily I was able to find a way to get my antibiotics so that I could get better. But as far as rent and bills I had to explain the situation to all of them. And this story sounded so crazy no one wanted to believe me. I had to pay a late fee on my rent and I am still trying to catch up on my other bills. I had to visit a couple food banks so that we had food on our table. Today is XX/XX/XXXX and I still do not have my money. Even after several updates to my address, they still sent the check to California. Because of their error I had to wait 15 more days for them to reissue a check and send it to my new address. That never happened. I make several calls a day in hopes to find that one person that has a heart and does what it takes to help me. All I get are people who can do nothing for me. Some of them even hang up the phone on me and say that I XXXX  them and that I am not in the right frame of mind to talk to. 
I have never once XXXX  them. Every word that was said was through tears and desperation. 
Due to the situation going on with the virus epidemic I was out of work for a while with no pay. I am now even more in need of my money that is rightfully mine. I have continued to try to call and make them understand how desperate I am. Still no answers or time frame on when I will receive the cashier 's check. And the people that closed my account and caused all of this are unreachable and untouchable. 
I am in beyond disbelief that a bank could do this to someone. I have never felt so victimized before. 
I am trying desperately to find another way to get this resolved as soon as possible. I'm struggling to keep my apartment and pay my bills. This is not a position that I've ever let myself be put in. 
Please if there is anything you can do to help me please reach out to me. Even if it's just some more resources that I can use. I feel like that I have been talking and no one is listening and that I do not matter in this world. But to my family that I support and take care of I do mean something. I sincerely hope to hear from you soon. Thank you XXXX XXXX XXXX XXXX

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