Consumer complaint received 2021-06-07
Company: U.S. BANCORP
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I requested to close my account with US Bank in XX/XX/XXXX. My account was overdrawn so I had to reconcile that and got it fixed in XX/XX/XXXX. My account was closed in XXXX of this year and this year and after that happened, in XXXX, I received a refund of payment from XXXX XXXX in the amount of {$320.00}. On XX/XX/2021 I received about 5 or 6 letters from US Bank saying that my account was closed and received a refund of that payment and it caused the account to reopen, however, it was closed again and the money was issued to me in a cashier 's check. That same night I Opened another piece of mail and it actually was a cashier 's check from US Bank totaling {$260.00}. I had no clue what it was for until I spoke with someone from XXXX XXXX  letting me know that it was The money we were waiting for from a cancelled vacation. Beginning on XX/XX/XXXX I called US Bank because I was missing the additional {$57.00} that was supposed to be sent to me in a cashier 's check as well. I spoke to 3 people that day who had no idea how to find out what happened to the cashier 's check because there was no cashier 's check number or tracking added to any of the 6 letters US Bank sent me saying that the cashier 's check was actually coming. The last lady I spoke to told me She would create a case for me to get the 2nd cashier 's check reissued And I would be hearing from someone in that department no later than 2 weeks. I never received a phone call or a reissued check. XX/XX/XXXX I called again and it was the same runaround, agents were saying they could not see any information about the reissuance of the cashier 's check or anything related to the original case that she created on XX/XX/XXXX. After a while on the phone they sent me through the same process saying they will get the check reissued and I would be hearing from someone. Again, I never heard from someone so on XX/XX/XXXX, I called again. That same day I spoke to an agent, a lead, someone from card member service, And then back to another personal banker/agent. I hope you understand why I'm XXXX even if it is only {$57.00}. It is now XX/XX/XXXX and I have yet to receive my 2nd cashier 's check. I was told on XX/XX/XXXX that I would hear from someone in 2 business days regarding this new case that was being opened for investigation-I 've heard nothing at all. I called today, XX/XX/2021, and neither agent nor the lead I spoke to Could help me with this situation. The agent said he had no clue and transferred me to a team lead who This in turn told me he was unable to see any of the information and need XXXX to get me back to a personal banker. Obviously I refused and told him someone need XXXX to help me and today. He said he was getting me over to the team who helps with check reissuance and transferred me back to the XXXX Beginning automated system. I just want my money and to be done completely with US Bank. They have mishandeled my money and now there is a lost cashier 's check somewhere and they're saying I should've received it but can't and won't assist me in actually locating where it is or reissuing another one. This has now been close to 2 and a 1/2 months where I have been given the run around regarding my money and I am 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