Consumer complaint received 2022-09-09
Company: U.S. BANCORP
State: ID
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Money was not available when promised

Complaint:
In XX/XX/XXXX, I contacted my bank teller/manager ( named XXXX XXXX XXXX of my US Bank branch account via email request to process an international wire transfer regarding a real estate property my husband and I were acquiring in XXXX XXXX XXXX XXXX. 

On XX/XX/XXXX, I shared all the information needed to process the wire transfer to XXXX via email ( containing all beneficiary bank account information ). 

On XX/XX/XXXX, I went personally at the US Bank branch located in XXXX ( XXXX XXXX XXXX XXXX, XXXX, XXXX  XXXX ) to placed an international wire transfer. I was helped by the bank teller/manager named XXXX XXXX who XXXX had previously spoken via email and shared required information for the transaction. While filling out the request form XXXX XXXX told us their system required an extra digit for the IBAN number and the added an extra / at the end of the number I provided, he said that was a normal procedure when this situation happened. I never provided an extra / digit as part of any number. I showed him pictures and files with the correct account, XXXX, XXXX, XXXX numbers provided by the beneficiary and their XXXX XXXX manager contact. All numbers were triple checked. 

XXXX XXXX then placed the wire transfer request to their wire desk department and provided me with a printed Receipt of Remittance Transfers Consumer International ( USD / FX ). Later on I was also provided with another receipt named Wire Instructions Confirmation. Later on after many requests placed by the beneficiary bank named XXXX XXXX, US Bank teller XXXX XXXX was also able to provide another document called XXXX XXXX XXXX referencing transaction identified as PAYMENT PRINT : XXXX XXXXXXXX. 

The amount transferred was {$8100.00} ( which was R {$40.00} reais at the time ). 

The funds never showed up in the beneficiary account. I have placed many requests to XXXX XXXX bank and their proper exchange department ( named in portuguese XXXX XXXX XXXX XXXX XXXX ) and they continue to say the numbers were never transferred. 

On XX/XX/XXXX I placed a recall on US Bank with bank teller XXXX XXXX Later on another request for recall was placed with XXXX XXXX on XX/XX/XXXX via email. Before placing the recall, I also spoke with bank teller named XXXX. XXXX who called their wire desk with no success, I was specifically asking XXXX XXXXXXXX to provide documentation such as receipts and XXXX XXXX XXXX. 

As of XX/XX/XXXX the money has not been refunded to my account and US bank said if XXXX does not respond to the refund request or chooses to not send the money back, that there is nothing that US bank can do to refund me. 

On XX/XX/XXXX, XXXX XXXX sent me an email saying their wire desk finally got a response from XXXX where they said " XXXX has finally reached out and informed us that they are in the process of returning the funds. Typically take 3-5 business days from here ''. 

As of XX/XX/XXXX and the 5 businesses days have passed and I don't have my refund or any update on the situation.

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