Consumer complaint received 2022-04-12
Company: U.S. BANCORP
State: CA
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
Since my XXXX was removed from foreclosure in XX/XX/XXXX, US Bank information re : the LOC account has been flawed with errors. 
I have written numerous requests to the executive team and others to clarify account foreclosure claims provided by their customer advocacy team and Loss Mitigation mgr. To date, my loss mitigation application which I submitted several times because USBank was not receiving them. In XXXX, the complete loss mitigation application was in the bank 's hands & expected to take 30 days to be completed. I'm still have not received an answer to my application which is nows in " underwriting reviewing '' per the US Bank system. XX/XX/XXXX is the date the application expires if a decision is not rendered. 


I contacted US Bank on XX/XX/XXXX to modify my 2nd mortgage, however recent events give me serious concern they intend to foreclose on my LOC. The indications of this are a recorded Substitution of Trustee ( no notice given to me ) and no response from the US Bank mgr. who was my point of contact. In recent calls with her, she has been evasive about the decision on the loss mitigation application and the follow-up on the claims of foreclosure. When I brought up removing the mysterious foreclosure, she brought up a XX/XX/XXXX foreclosure which was canceled. I informed her that the XX/XX/XXXX foreclosure was canceled. She claimed to not know anything about that. Though she was concerned if I had a letter stating that USBank pulled the LOC from foreclosure. In XX/XX/XXXX, US Bank started foreclosure on this loan. I requested US Bank to Cease & Desist the foreclosure because I received no notification due to a glitch in their system. US Bank affirmed my request and removed the recorded XXXX and began the loss mitigation process. That process did not finalize before XXXX. After the forbearance period, I had a # of loss mitigation applications never reached US Bank misplaced when mailed, faxed or uploaded. US Bank could not explain the lapse and reminded them about the previous system glitch. My loss mitigation application was finally received and processed on XX/XX/XXXX. A US Bank rep called to let me know there was a problem with my because it had an electronic signature. I immediately sent the app in w/ my authentic signature. Later I got a letter saying the application was closed because it lacked an original signature. Again, it took several requests to get the new loss mitigation application as well as a reinstatement request. In XX/XX/XXXX, I emailed the executive team to request their assistance in getting someone to follow through on modifying the LOC. I also escalated a complaint about the erroneous foreclosure from XX/XX/XXXX. To date, no one has responded to my request for information on the foreclosure. At this point, US Bank has recorded a substitution of trustee, my point of contact has not responded to my phone calls or emails in over a week and the file according to Loss Mitigation shows underwriting is reviewing. If my conclusions are correct, US Bank in my opinion has not proceeded in good faith. I enlist your help to continue the Loss Mitigation process with US Bank.

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