Consumer complaint received 2022-06-20
Company: U.S. BANCORP
State: DC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
This is a follow-up to a previous complaint that was not adequately addressed. I am requesting that the original complaint be reviewed along with the new supporting documentation indicating that I was unfairly removed from COVID-Related Relief Options. 

Original Complaint ID : XXXX On XX/XX/XXXX, I submitted this letter to their consumer advocacy department as well as the XXXX XXXX XXXX  Account Number : XXXX Property Address : Department of Loss Mitigation and Consumer Advocacy : I am writing to humbly request that my account be reconsidered for a loan modification which will allow my outstanding balance accrued during the COVID-19 Forbearance to be placed into the my loan and allow me to resume previously established monthly payments. This request is based on the fact that I, in good faith, enrolled in the COVID-19 forbearance plan and followed the rules and guidance as provided from US Bank representatives . Despite these efforts, and as a result of incorrect guidance from the US Bank agents, my COVID-19 forbearance participation period was erroneously extended one month beyond the allowed time limit. The culpable missteps were confirmed by an investigation by US Bank as reported by US Bank Customer Advocacy -- XXXX XXXX ( quotes denoted in blue below ) : As no further suspension of payments was available, you contacted us on XX/XX/XXXX, for review of modifications. You were removed from the COVID-19 forbearance plan that day, and placed into deferment modification in XX/XX/XXXX. Final documents requiring your signature for approval were sent in letters dated XX/XX/XXXX, and again on XX/XX/XXXX, for follow up, which were not returned. 

It was my belief based on this conversation that I was still enrolled in the COVID-19 forbearance plan at the conclusion of this call.

Clarification should have been provided to you regarding your request to extend the deferment, as there is no extension of the deferment, and your COVID-19 forbearance extension was removed when reviewed for the deferment. 

Therefore, by your own admission, clarification of this unique program was not provided, thus it was reasonable to have the understanding that I was still enrolled in the COVID-19 forbearance plan. 



Additionally, we found that the proper internal task was not opened with your request to remove the deferment on XX/XX/XXXX, causing your review not to close until XXXX due to failure to return the modification documents. Furthermore, on a call completed with you in XXXX, due to you stating you were still on the COVID-19 forbearance until XXXX, the agent failed to communicate that your forbearance had ended in XXXX in oversight of your account ; therefore, you were inaccurately told to contact us back in XXXX instead of reviewing options at that time. 

Given the specific misinformation provided above, it is reasonable for one to conclude that I was still protected under the COVID-19 forbearance plan. 



When your review was closed in XXXX, you were due XXXX payments, which put you over the allotted 18- month payment delinquency The delayed review, per above admission directly led to the one month overage of the allotted 18 month limit. 



therefore, you were ineligible for post-forbearance options. When you contacted us in XXXX, we explained that post-forbearance options were not available unless you were to pay down your delinquency, or you would be placed for a traditional retention review, where a Mortgage Assistance Application ( MAA ) is required for review. Furthermore, in XXXX, we found that communication regarding timeframe for review of options was given in receipt of additional documentation requested was accurately completed. 

The enclosed Customer assistance summary information letter dated XX/XX/XXXX, was sent to you showing completion of our underwriting departments review, providing a conditional approval for a short sale. 

Our records reflect, due to an internal system issue, you were wrongfully denied the option for a repayment plan and offered the conditionally approved Short Sale ; The offer of a Short Sale was an untenable option. An option that did not reflect the weight of the conflicting guidance previously provided. 



therefore, after review of your financials provided, we reverted your plan back for approval of the repayment plan. This repayment plan offer is enclosed for your reference and show that funds were received on XX/XX/XXXX for acceptance of this plan. 

The payment made was to reflect my good faith efforts and demonstrate my dedication to maintain home ownership. My submission of payment should not connote repayment plan acceptance as the payment as outlined is not sustainable. 



I respectfully request to remit the amount necessary to bring my loan current from the period which my COVID-19 forbearance expired ( XXXX ). After which time, I request resumption of all options afforded under the COVID-19 forbearance plan.

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 non-monetary relief