Consumer complaint received 2021-01-19
Company: U.S. BANCORP
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am refinancing my first mortgage on a secondary home. I have paid all closing fees and the fee they charge to refinance. I have tried over and over to get any type of response. Their complaint line is disconnected, I emailed the fraud center or copied them see below and no repsonse. I am paying over 1 % higher on my existing mortage with US Bank mortage. THey have no incentive to refinance. 

All I need is a closing date and to get this behind me. 

I expressed to them, see below, that I would submit a complaint to the CFPB because all channels to communicate with them have been ignored. 

Please help. They should pay be the back interest they have been collecting for a half a year by ignoring me. 

I have paid the {$1200.00} to lock in the rate XXXX XXXX XXXX XXXX cell Re : Re : Re : Re : XXXX, US BANK, XXXX XXXX XXXX XXXX Thu, XX/XX/XXXX, XXXX XXXX ( 5 days ago ) to XXXX, XXXX, Fraud, XXXX, XXXX, XXXX On Thu, XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX XXXX : Can someone please contact me and provide a closing date for this month? 

On Wed, XX/XX/XXXX at XXXX XXXX  XXXX XXXX XXXX XXXX wrote : Hi Mr. and Mrs. XXXX, I am forwarding to the sales and processing managers. 

Thank you, XXXX XXXX XXXX Mortgage Retention Rep-NMLS # XXXX p. XXXX XXXX XXXX XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX  To : XXXX, XXXX XXXX XXXX XXXX XXXX ; Fraud Help Shared XXXX Cc : XXXX XXXX XXXX <XXXX> ; XXXX Subject : [ EXTERNAL ] Re : Re : Re : XXXX, US BANK, XXXX Formal complaint : Support email was blocked. I am assuming fraud is near compliance so send this complaint to that department. See below. 



On Tue, XX/XX/XXXX at XXXX XXXX  XXXX XXXX XXXX wrote : Formal Complaint on Mortgage Application : No returned calls on left messages or email. 



We provided the application information when requested in mid-XXXX. Since that time, I can not get anyone to return my call. I was going to submit a complaint to the CFPB, but I wanted to try one more time. The login account portal has no place to send a secured message and the wait time for customer support is 1,200 minutes. We are locked at 2.5 for 10 years. Everything has been done. If this can not close within a few weeks I want you to reduce my current rate to 2.5 % as this is costing us money. 



XXXX cell On Wed, XX/XX/XXXX at XXXX XXXX  XXXX XXXX XXXX wrote : Please provide our closing date for this mortgage. 







On Wed, XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX wrote : We have uploaded the requested documents. 



On Mon, XX/XX/XXXX at XXXX XXXX XXXXXXXX XXXX XXXX wrote : Disregard that last email. 



I will upload the required documents and we can schedule the closing. 



On Mon, XX/XX/XXXX at XXXXXXXX XXXX XXXX XXXX XXXX wrote : This communication is a formal withdrawal from the refinance application. 



We are going to make a {$3500.00} down payment on the mortgage and pay off earlier than 10 years. FYI On Wed, XX/XX/XXXX at XXXX XXXX XXXX, XXXX XXXX XXXX wrote : Hello XXXX and XXXX XXXX I have a couple of items I need to clear up with underwriting. I need information on the following : There is indication in the file that you refinanced your mortgage for XXXX XXXX XXXX. I am needing to clear out the old mortgage and enter the information for the new mortgage on that property. Can you send me a copy of the closing Disclosure or settlement statement for that property? I need to document all costs associated with that property Most of this can be documented through the settlement statement. I have to document amount of Taxes/Insurance/HOA and Mortgage. 
I need you to explain all credit inquiries evidenced on your credit report. I have uploaded a form in the portal for you to complete. 
I need to confirm you have enough cash on hand for reserves of 2 months or {$3300.00}. I will need 2 most recent months asset accounts documenting these funds. 


I have requested the following items in the portal for you to upload. The only other Item I am pending is the Condo Project Approval. Once these items have all been received I can resubmit your file back to underwriting to have the conditions for approval cleared. 



Thank You, XXXX XXXX XXXX XXXX XXXX XXXX Loan Processor p. XXXX XXXX XXXX XXXX | XXXX U.S. Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, KY XXXX XXXX XXXX XXXX www.usbank.com From : XXXX XXXX XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : XXXX XXXX XXXX XXXX Cc : XXXX  XXXX XXXX ; XXXX, XXXX XXXX XXXX ; XXXX Subject XXXX [ EXTERNAL ] Re : Re : XXXX, US BANK, XXXX Help please. We keep getting notices to sign a subordination agreement but we have already provided the paid DOT. 



Can you please set a closing date and lets finish this? 



Thank you On Thu, XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX wrote : We have provided all closing documents including the satisfied deed. Can we schedule closing? 



On Tue, XX/XX/XXXX at XXXX XXXX  XXXX XXXX XXXX XXXX wrote : Hi XXXX, Do you have a final closing statement? 

XXXX, do we need the new note? 

The rate has not dropped since we locked in. 



XXXX XXXX XXXX Mortgage Retention Rep-NMLS # XXXX p. XXXX XXXX XXXX XXXX XXXX From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/XXXX XXXX XXXX To : XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Cc : XXXX XXXX XXXX, XXXX XXXX XXXX Subject : [ EXTERNAL ] Re : XXXX XXXX US BANK XXXX XXXX I contacted XXXX XXXX tonight and they advised me that the Second Mortgage on the condo was paid in full on XX/XX/XXXX. I asked when they would provide a released deed and they gave the standard 30 day answer. They did verify the release information was sent to their vendor. They said I can probably get obtain the release directly from the courthouse, but we are not in XXXX. 



They said they would not talk to a third party ( US Bank ) and that their process is when XXXX receives verification of the release, they will send it to me. 



How are we doing on disclosures? Has the rate dropped? I know we can not send to closing, but we do not need to subordinate. 



On Tue, XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXX wrote : Hi Mr. and Mrs. XXXX, My name is XXXX and I am assisting your Loan Processor, XXXX. I was reaching out to give you an update that your refinance is still currently with Underwiring. As soon as your processor receives it back from Underwriting she will be in contact with you. 



Thank you for your patience, XXXX XXXX XXXX XXXX | XXXX U.S. Bank XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, KY XXXX XXXX XXXX XXXX usbank.com U.S. BANCORP made the following annotations -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - U.S. BANCORP made the following annotations -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - U.S. BANCORP made the following annotations -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - U.S. BANCORP made the following annotations -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Electronic Privacy Notice. This e-mail, and any attachments, contains information that is, or may be, covered by electronic communications privacy laws, and is also confidential and proprietary in nature. If you are not the intended recipient, please be advised that you are legally prohibited from retaining, using, copying, distributing, or otherwise disclosing this information in any manner. Instead, please reply to the sender that you have received this communication in error, and then immediately delete it. Thank you in advance for your cooperation. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -

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 monetary relief