Consumer complaint received 2019-12-10
Company: U.S. BANCORP
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XX/XX/2019 	I emailed (XXXX) the below probate documents showing I was appointed as personal representative	Death Certificate	Letter of Administration (certified copy)	Order Appointing Personal Representative (certified copy)XX/XX/2019	I called US Bank and spoke to XXXX, who transferred me to XXXX, she advised me to complete the Successor form and this would give my sister and me the ability to apply for refinance and she said to send it in a soon as possible XX/XX/2019	Mailed documentsXX/XX/2019	I called US Bank and spoke to XXXX, she advised the documents were received and loaded into the account on XX/XX/2019	XXXX  transferred me to XXXX, she stated I needed to submit my probate paperwork showing I was the successor, I emailed the below documents to XXXX	Death Certificate	Letter of Administration	Order Appointing Persona Representative 	Property Appraisal	Warranty DeedXX/XX/2019	Called US Bank spoke to XXXX, she advised she spoke to the foreclosure department and they were going to email me the workout packet, which I never received, as well as, mail it out.  Rather than waiting I went online to mortagagehelp.us.bank.com and completed it	I asked to get one point of contact so I would get all the information I needed at one time.  Contact was not providedXX/XX/2019	I called US Bank and spoke to XXXX, she advised they had not received legal documents showing me as successor, emailed them again on XX/XX/2019 @ XXXX XXXX to XXXXXX/XX/2019	I called US Bank and spoke to XXXX, he advised I am now showing as successor 	I called MAP and spoke to XXXX, she advised they were not able to use the application I sent on XX/XX/2019 because I had not been established as the successor at that point	I asked to have one point of contact, so I could get all the information I needed at one time, contact was not providedXX/XX/2019	My sister, XXXX XXXX, gathered all the information again and faxed it to XXXX.  She received fax confirmation on XX/XX/2019 @ XXXX XXXX.  XX/XX/2019	Called US Bank and spoke to XXXX, she advised they had received all paperworkXX/XX/2019	Called US Bank and spoke to XXXX, she transferred me to Loss Mitigation Department and spoke to XXXX, she contacted underwriting and they needed explanation of deposits for the below dates – 	XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX – emailed the requested information on XX/XX/2019 @ XXXX and received email confirmation back from XXXX with Mortgage Assistance Point (MAP)XX/XX/2019	I called US Bank and spoke to XXXX.  I told her I had received a letter advising the Loss Mitigation Review had been Cancellation and I didn’t understand why because we had submitted everything they had requested.  She stated we were missing explanation of deposits and my paystubs – I told her I had emailed the explanation of deposits and my sister forgot to print off my paystubs and they had my contact information, why didn’t someone call me and let me know it was missing, at this point, I asked to speak to a supervisor, she transferred me XXXX, he said there was nothing he could do and said he would transfer me to the Consumer Advocacy Group – XXXX, somehow the called was disconnected.  I called the number above and spoke to XXXX, she opened a case for me, case # XXXX, I advised her I didn’t understand why they would close the review when we had sent them everything they had requested.  I also told her my brother was on active duty and would like to know if that help delay the sale of the property.  She said she didn’t know but would include that info in the email to the foreclosure attorney. My sister and I called back that afternoon and spoke to XXXX, she stated they had submitted the request to suspend the sale but there were no notes stating what additional information was needed or any additional dates for explanation of deposits.  She then gave me the name and number of the supervisor I had spoken with earlier in the day, XXXX, XXXX   extension XXXX.XX/XX/2019	Called Consumer Advocacy Group and spoke to XXXX, she confirmed the sale had been postponed and to call back in 2 days for statusXX/XX/2019	I received Certificate of Sale dated XX/XX/2019 with a post mark date of XX/XX/2019 stating the property had been sold back to US Bank for $XXXX.  I called the Consumer Advocacy Group and spoke to XXXX, she advised the foreclosure attorney stated the sale had been postponed, but they sale went through anyway. XXXX   advised the department manager XXXX XXXX is the one who confirmed the sale date was postponed. She put me on hold, came back to the line and said the supervisor was on a call but said in the State of Florida the postponed sale must go through the court and maybe that didn’t happen.  I was never advised a sale postponement had to go through the court.  XXXX  gave me the phone number to XXXX XXXX XXXX, Attorney XXXX XXXX, I called and was told he was on vacation.  I asked if there was anyone else who could tell me what was going on, she said his assistant, XXXX XXXX, I called and left her a message and have not heard anything back.  XX/XX/2019I called US Bank Consumer Advocacy Group and spoke to XXXX.  I informed him I had submitted a letter for the sale of the home to be rescinded yesterday, XX/XX/2019 I told him I had called XX/XX/XXXX and left a voice mail for XX/XX/XXXX on XX/XX/2019 & XX/XX/2019 and had not heard back from him and I wanted to know if the legal group had added any updates to our file.  He stated there were no new notes, but he was adding this info to the file.

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 non-monetary relief