Consumer complaint received 2021-04-30
Company: U.S. BANCORP
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/2021 I called US Bank and ask to be removed from the forbearance and I applied for the FHA reduce income documentation combo modification/ Covid -19 Hamp at 3 % monthly mortgage {$1300.00} and the balance will be added to the back of the loan extended the loan for 2 years. XXXX was told I would have to send them my pay statement. I emailed my pay statement the next day. I also received a letter via mail that is also posted on my online account in reference to the modification loan. 
I called to check on my payment dates and was told that I called and ask that my application be removed from the modification loan. I explained to the US Bank agent that I never called and stated no such thing. I asked to speak with a supervisor and was sent to the automated voice system to start the call over twice then twice the call was dropped. I spoke with supervisor XXXX XXXX. XXXX stated that she would put me in the modification program with the same terms and rate of 3.00 % and that she would speak with her supervisor to have it expedited. XX/XX/2021. 
I am now receiving calls asking for the full payment almost daily. I have asked them not to call because I am at work and they must read the notes on the file to see that I am in modification status. 
After calling US bank for weeks and sometimes twice weekly being hung up on or sending me back to the automated voice system to start all over to speak with a representative. XXXX XXXX informs me she has to resubmit the application for the modification loan on XX/XX/2021. I was very upset and scared that I was going to lose my home where I reside with my children. XXXX assured me that wouldn't happen. on XX/XX/2021 I received a letter from US Bank on my online account asking that I submit my pay statements. I submitted 4 pay statements and was sent a confirmation email confirming they were received. 
XX/XX/2021 A Rep from US Bank called me today to ask for payment of the full amount. I informed the rep of the modification and was told by the rep that I called to be removed on XX/XX/2021, I told the representative that I never called and stated that. She was transferring me to someone that could assist me but when the rep came to the line he hung up. XX/XX/2021 Spoke with XXXX XXXX from US Bank on XX/XX/2021, and was told I called on XX/XX/2021 to say I was no longer interested in the modification loan. I never called and stated no such thing. XXXX stated that he spoke with his supervisor that will put me back in for the modification hemp documentation combo loan with the same rate 3.00 % I called right back after my call ended with XXXX to speak with XXXX XXXX. The representative placed me on hold then came back to said to me that XXXX XXXX state that she sees the issue and make the correction and send it to her supervisor to have it expedited right away and will call me back when she is available. I owe XXXX towards my mortgage. In XXXX when I called I was not that far behind, since then I have called twice to make payments and was told not to pay anything yet this is also on a recording from the bank. I do not want US Bank to try and take my home. I have worked very hard to get this house.

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