Consumer complaint received 2024-01-18
Company: U.S. BANCORP
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: An existing modification, forbearance plan, short sale, or other loss mitigation relief

Complaint:
I tried to set of a forbearance plan in XX/XX/XXXX following a hardship and was granted a 6 month reduced payment period. At the end of XXXX I called to confirm they showed my payments applied and that I had done what I needed to do far since they reported my account behind while I was on the plan. They confirmed the received my payments etc and even though I made my XXXX payment early in XXXX because of holiday they said I would still need to make a payment during the month of XXXX too I told them I understood and would do that. Then the first week of XXXX I started receiving multiple daily calls telling me I needed to pay all the past due payments & they kept telling me I wasnt of a forbearance plan. I called the department handling and was told I was removed from the plan at my request which wasnt true I asked for a supervisor and was asked repeatedly to make a payment to bring account current I told them they had me on a plan I have paperwork & they kept saying Im not on a plan and could be in danger of foreclosure if I didnt pay. I yelled at them they were trying to deliberately foreclose by canceling my forbearance so they can make money on my property. I called back and spoke to someone else who listened to me and confirmed the plan was removed but she had this happen before due to a system glitch so she was going to listen to call where removed. She came back on and confirm I didnt ask to be removed and was escalating this issue. She called me back the next day ( XX/XX/XXXX ) and left me a message that they were correcting mistake but could take 60 days to fix. She said she noted my account so I wouldnt be accessed fees or get calls. Since then Ive gotten calls daily from them as early as XXXX asking me to pay and when I tell them theres notes about the mistake they suddenly see them and put more notes supposedly. This has been going on for a week with these calls and harassment. In the mail today I received a packet stating I requested assistance in a consumer assisted foreclosure which I DID NOT DO! Since they put the notes I. My file they have mailed me a letter packet daily with a pamphlet about avoiding foreclosure. How can all these notes be in my file yet they are still threatening foreclosure daily and calling me and harassing me like I didnt try to fix this already. I just switched my mortgage in XX/XX/XXXX to US Bank and now they are attempting to force a foreclosure so they can use my home to make a profit because I owe far less than its valued at. I didnt ask for assistance when I had XXXX  and used my savings but then I had multiple things which needed replacement and then a car accident and used all the savings I had left before I asked for assistance under the impression that I could use the covid protocols in place at the time for a 3 month deferred payment to end of loan so my credit would be intact but instead my credit is ruined and now they are harassing me and trying to fast track a foreclosure. If I had any idea they would do this I never would have asked for assistance I wouldve stopped paying credit cards and just tanked my credit that way. I cant have them foreclose and leave me homeless over their mistake. This is beyond predatory and as a result all my other creditors are pulling my credit and compiling the problem. I asked for a 3 month deferred payment to the end of loan I was offered 6 month reduced payments which they cancelled after 60 days then sent me a letter to assist in foreclosure. I was NOT behind in payments prior to this plan and now I wish I could undue the damage they caused. Ive heard horror stories like this but thought there had to be more to it but apparently I was wrong. I never missed payments or paid anything late in my 47 years and in 2 months they destroyed my credit & have caused unnecessary stress & hardship on top of the hardship I already was dealing with. The whole point in the hardship program is to prevent this.

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