Consumer complaint received 2023-08-09
Company: U.S. BANCORP
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXXBecame unemployed XX/XX/XXXX -Spoke to USBANK around XX/XX/XXXX or earlier about contract end and was advised I can do a forbearance as long as I pay up till I believe XX/XX/XXXX and to apply in XX/XX/XXXX for a loan modification, told didn't have to make payments until XXXX or XXXX XXXX all I had to do was make XXXX payments before XX/XX/XXXX the rep stated specifically that even though I did a XXXX  forbearance it wouldn't effect my chances for getting approved for this modification. 
-Made a payment of {$960.00} on XX/XX/XXXX over the phone. 
-Made a payment of {$1000.00} on XX/XX/XXXX over the phone. 
-Made a Payment of {$900.00} XX/XX/XXXX over the phone. 

( during all interactions, I've made it clear I wouldn't be able to pay in XXXX lump sum and that I would like to do the modification to put left over payments at end of the loan, ) was never told of a tier system that I would need to follow in order to accomplish that only that I didn't need to worry about holding the money, ( which I did anyways for awhile until I needed to replace a water softener, auto repair and health bills. ) XXXXI believe XX/XX/XXXX I also advised them that I was starting a job and was advised not to make payments cause it would just go into a suspense account and to wait till I get my application reviewed in XX/XX/XXXX. 
-Called in XX/XX/XXXX? and started the application process, XXXXI got the application via mail possibly towards the end of XXXX and I filled in what was needed per reps on the phone. 
-Called XX/XX/XXXX which I believe I asked about not including co-owner on the application since she was not living there for awhile now, they responded that she would need to be on there and that just filling in her income and a signature should be fine. 
-Called 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 following up on information they needed several different times and was advised to wait a week between follow ups, in this time frame this played out.. 
( to the best of my memory, per notes and call logs ) -They needed more information from co owner about child support and that she doesn't live there in writing, we provided that XXXXthey asked for XXXX paystubs I provided that, -then they needed deposit proof of child support -Then they needed a month of deposits that had no child support deposits -then they needed full bank statements from me and not just deposits -then they needed more info from co owner and paystubs -some calls were follow ups responses about waiting for review - I believe XX/XX/XXXX they said they had everything they needed after co owner talked to them XX/XX/XXXX and provided information they asked for. 

- they called again XX/XX/XXXX saying they needed my start date for my employer, and address for co owner, I advised I didn't know it and to call co owner, XXXXthey got a hold of co owner and got address but also asked for my start date again or for my previous employment start date? 
XXXX I called in response to denial letter stating that I didn't make enough and that I owed too much and would only possibly qualitfy for a short sale or foreclosure.. I explained to the reps the whole situation and ended up getting to a supervisor who told me it was put down that I was only getting paid bi-weekly ( which I never said ) I advised no I get paid Weekly as also stated on application of my monthly income.. they stated at that moment I would have to pay a little over {$5000.00} in order to qualify for the modification for putting the amount due to end of the loan ( this is the first time I'm aware of only XXXX payments could be missed to qualify for modification ) or else they will put into process for foreclosure or I can appeal before XX/XX/XXXX and that I should send in copies of more pay stubs, so I sent all paystubs with appeal notice and written explanation of summarized of all that took place and they got it on XXXX 

XXXX XXXX US BANK calls and hangs up, I call back and talk to a female who stated the same reasoning as other reps and that the investor wants them to call me periodically, I got aggravated and hung up cause I was at work.. 
XXXXThey called again same day XXXX, a male who says my account is in foreclosure and that it could be signed away or something soon and how did I want to resolve the debt, I advised I was in review for appeal, he said no it was denied XX/XX/XXXX and said I can appeal it again and to talk to appeal department, he also said that * due to be getting a XXXX  modification from before that it effected my ability to get a modification per the the investor* this is what the first person said wouldn't effect my chances** and that the investor can change the guidelines at anytime* -transferred to appeal department, and spoke to a XXXX who said that it's still in review and she explained ( first time hearing this** ) that there is a tier system which I would have to not go over XXXX  months past due to qualify for the modification I originally needed and that once it hit XXXX  months past due I would need to pay the complete balance in a lump sum, not payments accepted and now amount due is XXXX she also stated US BANK uses XXXX different notation systems so shes not sure why other male rep said these things. 

-So at XX/XX/XXXX would be XXXX  months past due which would of meant my total amount I would needed to pay was {$3800.00} in order to qualify for the flex modification where they would put the XXXX  months past due at the end of the loan or possibly make payments per XXXX 's explanation. 

-in XXXX it would of been {$6700.00} in total I would of had to pay in lump sum as stated above, so why is US BANK saying I needed to pay a little over {$5000.00} in XXXX? XXXX would of been {$8600.00} in full and now in XXXX we are actually at {$9600.00} ( assuming late fees were added to make it the huge amount of {$9900.00} due right away! 

-So with all this information, I have determined that the staff at US BANK Mortgage customer care department and loss mitigation department are not fully trained and not aware of the programs they offer or that FHA offers and misled me through the whole process and set me up for failure. that they also don't take notes all the time or don't clarify what they think they heard. 

I have the means to pay and expressed that since early XXXX or late XXXX after I got a good paying job.. but instead I was guided into believing my normal payments would just continue slightly more or slightly less in XXXX or XXXX or that I could set up a payment plan to add to my normal amount which i expressed I didn't want to do that, which proves that these reps didn't know what the guidelines were from the start.. 

I could of started paying it down in XXXX and not be in this situation... 

Now I am begging and borrowing every day, selling what I can, I have a XXXX  account ( https : XXXX ), I asked over XXXX churches for help and multiple other organizations so far to pay this huge amount and it's extremely embarrassing to me and my daughter and I believe I'm losing friends/family and lost plenty of sleep over all this and no rep at US BANK seemed to really care that they falsified info.. 

I have to get a small loan and pay extra interest on it and possibly use credit cards with high APR due to my bankruptcy mid last year, I'm trying to build my score back up.. 

I'm submitting this claim due to having no faith in a positive outcome from US BANK with appeal.

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