Consumer complaint received 2025-04-17 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: U.S. BANCORP
State: MN

Complaint narrative:
Subject : Complaint Regarding Poor Service and Mishandling of Wire Transfer at U.S. Bank XXXX, MN Branch To whom it may concern, I am writing to formally express my dissatisfaction with the service I received at the U.S. Bank branch in XXXX, Minnesota, regarding a wire transfer transaction initiated on the morning of XX/XX/year>. 

I had a scheduled appointment with banker at XXXX XXXX  XXXX XXXX to complete a domestic wire transfer to XXXX. The transfer was finalized by the banker before XXXX XXXX. Having successfully completed similar transfers to XXXX through U.S. Bank in the past, I expected the funds to process within a couple of hours. 

However, I noticed no movement in my U.S. Bank account as the day progressed. At approximately XXXX XXXX, I contacted the XXXX branch and spoke with the banker who did wire transfer for me in morning. She informed me that I needed to call the wire department myself. I expressed that I had assumed she would assist with that communication, but she insisted that I handle it directly. 

Following her instructions, I contacted the wire department using the number she gave me and spoke with a representative. She informed me that the wire transfer had been declined. When I asked for more information, she said only a banker could communicate with the banks internal department, and customers are not permitted to do so directly. 

In response, I returned to the XXXX branch around XXXX XXXX  to speak with this banker again. I explained what the representative had told me and asked her to assist in contacting the internal department. After some persistence on my part, she finally made the call. She was informed that my wire transfer had been declined due to a fraud protection hold and that it was under review for XXXX hours. I was told someone would contact me within that timeframe. As of XXXX XXXX, nearly the entire business day had passed, and I had not received any call or update. 

I asked her if I could initiate a new wire transfereven for a smaller amountbut she refused. I also inquired about transferring my funds to another bank, and she declined that request as well. She insisted my only option was to wait for a call from the fraud department or return the following day to speak with a manager.

This situation has caused significant disruption to my financial plans and considerable stress. It is deeply frustrating to be denied access to my own funds and to receive no meaningful assistance or guidance from the bank staff. Despite multiple requests, I was passed between departments with no resolution and minimal accountability. 

I am requesting that U.S. Bank investigate this matter thoroughly and take appropriate action, including considering assigning me to a more responsive and helpful representative or escalating my case to a higher level of support. 

Thank you for your attention to this matter. 

Sincerely,

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