Consumer complaint received 2022-04-04
Company: U.S. BANCORP
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have a mortgage with US Bank. I purchased in XXXX and have been in excellent standing for the life of this mortgage. In XXXX of XXXX I was unemployed due to COVID and the tenant of my home was as well. I opted to sign up for the COVID Forbearance program to alleviate the financial stress. I went through the underwriting process with US Bank and they approved the loan modification. They sent the papers and when I went to have them notarized we realized they were in my maiden name ( I purchased the home 8 years before I met my husband ). I sent them a name change form and marriage certificate to change the name on my mortgage and have them reissue the papers. 

US Bank sent new loan modification documents but they added my husbands name to the loan! This was never requested by us nor did my husband authorize them to add his name to anything. I asked them to please remove his name and re-issue the papers. They sent papers with his name again and told me it was required because Colorado is a Common Property state. This is 100 % false. I insisted that they were wrong, and to please remove his name. US Bank then informed me that I had to sign a Quit Claim Deed to remove his name. Again, I insisted that they were wrong. I stated that I should not have to sign an incorrect document removing him as we never added him. The conversation about the Quit Claim Deed was in XXXX of XXXX. I asked them to please get it right and send me the correct documents. 

Many months went by and I assumed that it was being escalated and it was just delayed because it was complicated ( and everything seemed complicated with XXXX rules ). I never missed a payment outside of that forbearance period and resumed my automated payments. Fast forward to XX/XX/XXXX... I find out from my tenants that there has been a foreclosure notice taped to the front door. I had NO IDEA. There was no communication from US BANK. I had been making my regular payments, all automated and on time. I called the Public Trustee and confirmed that my home was in fact listed on the foreclosure list with a XX/XX/XXXX sale date. 

I immediately called the filing attorney and US Bank to try to fix things. US Bank then reviewed my account and informed me that on XX/XX/XXXX they marked my account as " customer denied loan modification ''. I never denied the program, I was just unwilling to execute incorrect documents. I assumed that whole time between XXXX and XXXX that it was just stuck in the process somewhere. This is my only fault - assuming someone was doing their job. 

On XX/XX/XXXX after panicking about the foreclosure and contacting them to fix things they re-opened the loan modification process again and sent to underwriting. They approved and send new loan modification documents ( with just my name! ) and immediately executed and returned to US Bank ( they received on XX/XX/XXXX ). 

Today ( XX/XX/XXXX - two full weeks later ) I called to check the status because they had not communicated anything to me. They informed me today that my modification was rejected because the home is not owner occupied. They said that because I was trying to modify it post-COVID, after the fact that it had to be owner occupied. This was not the rule when I qualified for the loan modification in the first place and it was in underwriting and approved multiple times. The only reason I am doing anything " post-COVID after the fact '' is because US Bank made error after error. The extended timeline of this modification is because of US Bank 's errors. Also, one additional point, each time I start a call with US Bank they have a standard set of questions they ask and one of them is " is this your primary residence '' and I always answer " no it is tenant occupied ''. It is not like this is new news to them. Every conversation for two years starts with this information and they have approved the loan modification multiple times. 

This has been an extremely demoralizing and stressful situation. I am published on a public foreclosure list. I receive non-stop phone calls about the foreclosure and my tenants and myself get multiple pieces of mail daily regarding this. My tenants no longer have faith that they have a secure place to live and want to break their lease. US Bank has treated me as if I am in default and in the wrong. They have made multiple mistakes and will not listen to me to correct them. I have never been able to escalate this on a phone call, they refuse or transfer me and it disconnects. I have spent countless hours on the phone with them only to speak to someone at an entry level who doesn't have a clue. I have to wait on hold while they IM their supervisor and get nowhere sometimes for multiple hours. 

I have written their formal complaint department four times with no response. As of today they are saying my loan modification is rejected which means if I don't come up with the money from the forbearance period that I will lose my house in foreclosure. 

Please, please help me!

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