Consumer complaint received 2022-11-08
Company: U.S. BANCORP
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I recently obtained the American dream a few months ago and US bank has turned it into a nightmare. I was fortunate enough to close on my mortgage in XXXX and thats when my troubles started. I have been continuously given misinformation as to my first mortgage payment due date. Outlined below is how my ordeal unfolded. 
XX/XX/XXXX Signed into my online banking account to set up my mortgage payments to be paid online, noticed two accounts totaling over {$400.00}, XXXX. I called XXXX XXXX ; she is the agent who helped me with my loan. I explained to her that I went to set up my online mortgage payments and noticed two accounts, and asked did she know why there were two accounts? She couldnt tell me why but suggested that I go into a branch to make my first mortgage payment. 
XX/XX/XXXX I went into the US Bank branch located on XXXX and XXXX XXXX XXXX XXXX, IL to make my first mortgage payment that I thought was due XX/XX/XXXX per my closing documents. I walked up to the teller ( cant remember his name ) and explained to him that I was there to make a mortgage payment. He asked for my name, looked up my account and advised me that he could not take my mortgage payment due to the account being closed. I responded that I didnt understand as to why there were two accounts under my profile. He was unable to explain to me why and neither was he able to accept any payment into either account and advised me to speak to their mortgage loan agent who wouldnt be back in until Monday. 
XX/XX/XXXX Monday morning I reached the mortgage loan agent from the XXXX XXXX branch and she could not help me and advised that I call the person who originally helped me with my loan. I called XXXX XXXX and explained to her I went into the bank on Saturday to pay my first mortgage payment and was told that they could not take my payment because the account was closed. XXXX asked me to give her a moment to find out what was going on and she would call me back. XXXX called me back the same day and told me that that first account was indeed closed because they were setting up a new account which is why I saw the two accounts when I logged into my US Bank account. She stated that she was instructed that I not deposit any money into that account and that my first mortgage payment is now due XX/XX/XXXX. I asked if she was sure and why? XXXX explained that due to the XXXX down payment assistance program that I received it has to be added to the account. 
Later the week of the XXXX received a letter from US bank via the USPS stating that I have a new loan number and effective XX/XX/XXXX the servicing of my mortgage loan was being transferred. I noticed a total payment balance on the document and made my first call to the new servicer to inquire about the new loan and to ask what is that balance on the document. I was told to not worry about it and that my first mortgage payment is due XX/XX/XXXX. I asked if they were sure, and they reassured me ( I didnt think to get person name ). 
XX/XX/XXXX I get a text message stating my mortgage is due, I make another call to the new servicer and ask why am I getting this text message when I was told my first mortgage payment is not due until XX/XX/XXXX. Again, I was told basically the system has not made the update yet and to make my first payment on XX/XX/XXXX. 
XX/XX/XXXX I get another text message ; I call the new servicer again and was told make the first payment XX/XX/XXXX. 
XX/XX/XXXX I go online to make my first mortgage payment for the XX/XX/XXXX. The payment goes into the new account and next mortgage payment due date was XX/XX/XXXX. 
XXXX I went into my account to make sure everything was good and I see that my mortgage payment was moved from the new account into the old account that I was informed had been closed and to not put any payments in. I called the new servicer again. This time I started taking names. 
First, I spoke with XXXX, she was shocked at what happened and stated she couldnt understand why the payment was put into that old account and asked could she call me back while she investigates. XXXX called me back about 1 -2 hrs. later to tell me she is not sure why the money was placed in the old account but that she would transfer me to someone who could help me. 
I was transferred to XXXX. XXXX doesnt understand why the payment was placed into the old account and informed me she could do a reversal and put the money back into the correct account. She placed me on hold for a very long time and when she came back, she introduced XXXX from the escalation department and explained that she could better help me. XXXX, first told me that she could do a reversal, and placed me on hold for a long time. She returned and had a different story as to why the payment was placed into the old account. 
I was informed by XXXX that a letter was generated on XX/XX/XXXX and sent to me via mail informing me that my mortgage payment would go into the old account. I explained to XXXX that I had just paid my mortgage on XX/XX/XXXX so how was the letter sent to me? And that I had not yet received it in the mail and that XX/XX/XXXX was just 3 days ago. I asked XXXX if she could explain how I could walk into a US bank branch and be told that they could not take my payment because the account was closed? And then to be told by several other US bank employees the account was closed and not to make a payment until XXXX. 
How does my payment go into a closed account? And now she is telling me that I still need to pay XXXX mortgage. I told XXXX I paid XXXX mortgage as I was instructed to do and then she added XXXX to the call from the collections department. I asked why is XXXX on the phone from collections? At that point I was tired of the back and forth and asked if I could speak with a manager. She informed me that she was the manager and so I asked XXXX if she could start an investigation as to why I was told one thing and another happened. In the meantime, I called XXXX XXXX to explain what is happening and she said that payment should not have gone into the old account and that she would inform her manager as to what was happening and that maybe she could help. 
XXXX I called US bank new servicer to inquire if the investigation was opened by XXXX and it was not. I then spoke with XXXX who stated that she initiated an investigation and that she also called the XXXX XXXX branch manager to have her start an investigation within the branch to ascertain why my payment was not taken the day I came into the branch. I am thoroughly frustrated at this point.

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