Consumer complaint received 2025-01-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: U.S. BANCORP
State: NV

Complaint narrative:
I opened an account with US Bank on XX/XX/XXXX, at the branch located at XXXX XXXX XXXX XXXX, XXXX XXXX, NV XXXX. The initial transaction was transferring {$3000.00} from an account I had from a pay card from my employer at the time. I updated my personal information on the new account, including my current address. My new debit card was sent to my current address, so I'm aware the bank had the correct address on file after I opened the account. After trying to use my debit card with no success, I called the bank on XXXX XXXX, XXXX, after I looked at my account online and noticed that there weren't any funds posted in the account. It was at that time I was informed that the bank closed my account on XXXX XXXX, XXXX. After my account was closed, I was informed that the bank mailed a letter requesting information that was critical for keeping my account open. I never received the letter, as they sent it to the wrong address ( the previous address that I no longer have access to ). Since I didn't receive the letter, I was unaware of the pending closer. When speaking to someone on XXXX XXXX, XXXX, they informed me that with my account being closed, the only way I could receive my money was through a cashier 's check. They told me I was unable to simply pick up a check from the branch and I needed to wait for the cashier 's check to come in the mail. I was initially told it would take XXXX to XXXX business days, but I had to wait up to XXXX business days before being reissued a check. I waited out the XXXX business days, but never received the cashier 's check in the mail. After not receiving the check, I called US Bank to speak to a representative about the status of my check. They told me they couldn't give me any information over the phone, and I would have to go to a physical branch and speak to someone. I went to a local branch, and they told me there was information on my account that needed to be investigated by someone at the branch where I opened the account. I decided to go to the branch to see if the process could go by faster if I spoke to them directly. I spoke with XXXX of the representatives and he mentioned that there was some fraud on the account that needed to be looked into and I would have to wait for the investigation to be done. After waiting for a period of time, I was contacted by a bank representative that informed me the reason why I never received the cashier 's check they sent is because they also sent it to the wrong address ( the address I no longer have access to ). He gave me the check number to see if I could trace it and find it there before having it canceled and reissued. He also mentioned that if the check was reissued, it could take up to 90 days to receive. I went to the location, but of course, there were no traces of the check. I called and spoke to a US Bank representative on XX/XX/XXXX, about having the initial check canceled and having a new one reissued. I stayed on the phone with them for quite some time, ensuring that all of the information they had on file for me was up to date and that the re-issuance would take effect immediately. The representative I spoke to said I would receive the check within XXXX business days, which is different than what I was told about it taking up to 90 days. She assured me that it indeed would only take XXXX business days. I waited XXXX business days after the call and still did not receive the cashier 's check. I called and spoke to someone who said the time frame was XXXX business days, plus travel time, as it was around XXXX and could take longer to arrive. I waited more time and by XXXX XXXX, XXXX, I called US Bank once again, seeking answers on why I had not yet received my cashier 's check. The rep I spoke to on XX/XX/XXXX, told me it could take up to 90 days, which brought on more confusion. As of today, XX/XX/XXXX, I don't know what else to do in this matter, as the bank keeps giving contradicting information and I need help getting my money back from them asap. 

I have attached photos of various pieces of information regarding this issue, including : a receipt from the transaction on XX/XX/XXXX, the debit card that was mailed to my current address ( showing they had the correct address on file before sending my cashier 's check to the wrong address ), a letter with the information of the closure of my account and the number of the initial check that was issued.

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