Consumer complaint received 2018-06-19
Company: U.S. BANCORP
State: CO
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
On XX/XX/XXXX, I contacted USBank to discuss paying off my loan on our travel trailer - they indicated the fasted way to release the lien and receive my title was by via wire ( 7 days instead of 14 with check ).

On XX/XX/XXXX a wire in the amount of {$13000.00} was sent by XXXX. On XX/XX/XXXX - the wire was still not showing on my account. I reached out to USBank first, I was transferred to the wire department and they could not find the wire. At this point, I reached out to XXXX who apparently did not include my account information for USBank and that is why they could not apply it to my account. A representative from XXXX got in touch with the wire department at USBank and provided the information they needed - I also received the federal reference number to ensure it had been sent to USBank. This was all on XX/XX/XXXX and I was told it would be applied to my account by XX/XX/XXXX - it was not. 

I contacted USBank on XX/XX/XXXX, was transferred to the wire department - rep in that department told me they can not assist with my loan account and transferred me to a rep in the loan department. This person told me " not to worry - they probably have my money but it can take up to two business days to be applied. '' I waited for two business days to pass, bringing us to XX/XX/XXXX. By this point, I was frustrated and when I called the customer service line again, I was promptly transferred back to the wire department ( even though they had told me they could not help me ) but this time the same person who I spoke to on Friday at least found the wire which came in on XX/XX/XXXX - confirmed that they had it and it had been " forwarded to the right department to be applied to my account '' but she could not tell me when it would be applied. 

I gave them another day and checked my account on XX/XX/XXXX - still not applied and by this point, interest is still being charged a per diem and I demanded to speak to a manager. I was told that I was put into a " call back '' list and would receive a call within 24 hours. I called back again 3 hours later - and was told again - a manager was not available - and I would receive a phone call within 24 hours, but at this point I did get a direct line to a manager - who I left two messages for. I have yet to receive any calls from any managers. 

Later on XX/XX/XXXX I called back a third time and spoke with someone who I felt could help. She reached out to the wire department - was told the same thing - that they have the {$13000.00} and it would be applied to my account but they would not tell her when BUT the interest would be removed in which had been collected from time of acceptance of this wire. 

On XX/XX/XXXX, I called again and asked to speak to the same person I spoke to the day prior. The person had no idea how to get in touch with that person indicating they are just a large call center and no one has direct lines and she wanted to know if she could help. 

I was extremely frustrated and could not understand why I was re-telling my tale of woes to an eighth person. But I did - I told her the whole story and she too got in contact with the wire department but she indicated they could not find the wire even though there was a note saying that on XX/XX/XXXX they received the amendment necessary from XXXX to move forward. I was pretty upset at this point - she put me on hold and spoke with her team leader and relayed the following " It can take up to three business days for a wire to be applied to the account. '' So now, I have been told 24 hours, 2 business days, and now 3 business days.

This person told me that if it had not been applied to my account by Saturday XX/XX/XXXX, she would call me on the XX/XX/XXXX ( the next time she was working ) and open up what was called a " Missing Payoff Search ''. 

She did call me back on XX/XX/XXXX since it was still not applied and opened a search and told me this could take 7 business days. I was just at a loss of what to do.

Jumping back real quick, my husband and I went to speak with a manager at the USBank branch in our town on XX/XX/XXXX because I had just had it with the customer service being provided and wanted to speak face to face with a manager.

The manager was somewhat helpful, but he seemed to be at a loss of what exactly we could do to make this move faster. Both he and I could not understand why USBank had not just rejected the original wire as now, since they had not taken that action, this money seem to be in limbo.

He had asked me to reach out to him yesterday XX/XX/XXXX to see if anything had moved on my account - I left him a voice mail and then he subsequently left me a message later on yesterday indicating that he is waiting on a call back from someone in the wire department at USBank.

This brings me to today XX/XX/XXXX - money still not applied - interest still accruing.

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 non-monetary relief