Consumer complaint received 2017-09-26 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: U.S. BANK NATIONAL ASSOCIATION - SAN FRANCISCO MAIN BRANCH
State: CA

Complaint narrative:
22 years ago my brother XXXX XXXX, an XXXX for the XXXX XXXX XXXX XXXX was XXXX in the line of duty and my mother was his beneficiary/dependant, she received the life insurance money, I took my mother back then to the Union Bank branch in XXXX XXXX and we talked to XXXX XXXX XXXX, a financial advisor for Union Bank. She recommended to open a investment account, my mom did it and since then the only contact at Union Bank has been her. 
My mother XXXX 2 years ago on XX/XX/XXXX. She had an investments plan through Union Bank in a Bank in XXXX XXXX XXXX of XXXX XXXX No XXXX, we are XXXX siblings beneficiaries that filed the corresponding claims and documentation to receive the funds of the investment plan. 
The bank in XXXX communicates ONLY with Union Bank financial advisors, then, all documents were sent to our financial advisor in Union Bank. Unfortunately the same day that the last requested document was sent our financial advisor, she suffered an accident and since then she has being on medical leave. I called several times to request information about our claim and all employees were redirecting me in different directions, after many days finally the claims and documents were sent to XXXX and finally on XX/XX/XXXX the funds were released and wired to all beneficiaries according to Union Bank. 
XXXX of us ( beneficiaries ) received the funds and XXXX did n't, all information was checked and approved by both banks, but the funds have n't been received. 
A big problem is that Union Bank financial advisors are the only ones that can request information to track the funds and wires, and given that our financial advisor is on medical leave they have n't helped us to locate the funds. 
I have called many times, most of the times my messages were ignored, rarely someone picks the phone, I was told more than once that I had to wait until our financial advisor comes back because she is the only one that knows what to do.
My siblings and I are desperate with the lack of customer service and personnel from the bank. How is possible that in the whole Union Bank only one person can help us? Our case is pathetic because our only helper is on medical leave. 
After I filed a complaint with the Better Business Bureau, XXXX XXXX XXXX called me, she identified herself as the assistant of the Union Bank President, she apologized for the situation and promised that she was going to oversee and help us solve the problem, she has called me about three times since then, but she did n't provide any new information. She always has expressed every time that Union Bank is only the intermediary bank and is limited in what they can do. 
Today XX/XX/XXXX XXXX XXXX returned my called to give me a reference number XXXX and the name XXXX XXXX from XXXX, I asked her what that information was for and she told me that she did n't know, when I asked her what should I do she said that she did n't know, I asked her where the money was and she did n't know, finally she said that she was sorry but that Union Bank can not do anymore for us, I asked about the XXXX dollars and she said that she was sorry but she could n't help us any more and that with that Union Bank  was closing out case without giving us a solution to our problem.

Company response to consumer: Closed with explanation