Consumer complaint received 2022-03-19
Company: U.S. BANCORP
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
U.S. Bank has failed to convert my trial modification into a permanent modification. U.S. Bank has failed to honor the modification agreement on my home loan. I have made all trial payments per the agreement. Turned in all documentation by the dates specified on documentation and followed through with all required obligations. U.S. Bank has required me to a to resubmit Information duplicate documentation on numerous occasion. Below is a brief over view to explain why I am filing this complaint with dates pertaining to incidents. 

My mother and I applied for loss mitigation on approximately XXXX XXXX. My mother and I were on a forbearance due to COVID-19 the forbearance was for 12 Payments. On XX/XX/XXXX US Bank sent a letter that the application for a assistance was facially complete. XX/XX/XXXX US Bank sends another letter determining that the application is completion date is XX/XX/XXXX although the letter from XX/XX/XXXX, says the application is facially complete. XX/XX/XXXX US Bank sends a letter that the application is determined facially complete. On XX/XX/XXXX US Bank sends a letter that loss mitigation application is determined that it is complete. 

On XX/XX/XXXX US Bank sends a letter offering a conditional trial period plan under the FHA Hamp Loan. The letter explains that the First trial period payment would be {$930.00} and be due by XXXX XXXX. Second trial period payment would be {$930.00} due by XXXX XXXX and third payment trial period would be due {$930.00} by XX/XX/XXXX. On XX/XX/XXXX U.S. Bank sends a letter explaining that we are able to apply for assistance on past due payments. 


All payments were made an complete per the agreement. On XXXX XXXX US bank sends a letter stating that there is additional information is required to complete Customer Assistance Review. HOA documentation was sent to US Bank per this request. XX/XX/XXXX US Bank sends a letter about options to apply for mortgage assistance. On XX/XX/XXXX US Bank sends another document requesting additional information " HOA Insurance Policy '' I complied with all request. 

On XX/XX/XXXX US Bank sends the final modification documents. Finalized documents were sent back to the bank XX/XX/XXXX, XXXX mothers signature was not on these documents as she passed on XX/XX/XXXX. Per US Banks directions in the modification documents " If any of the vested owners are deceased, we must have a copy of the death certificate, obituary or newspaper article reporting the death returned with the documents '' I did exactly what was asked and sent the documents. US Bank resent the documents on XX/XX/XXXX with my mothers name on the documents again. I asked why I was receiving again if I complied and was told not to sign the XX/XX/XXXX documents since they would be kicked out due to my mother not signing although the directions specified I send the death information which was in the directions to fufill the obligation. 
On Approximately XX/XX/XXXX. XX/XX/XXXX sends letter to notify me that they received the documentation that my mother passed all though it was sent weeks prior.A US Bank customer service rep states that I will be receiving new modification documents with only my name and that I would receive by the XX/XX/XXXX. On XX/XX/XXXX I did not receive modification documents instead I received a letter informing me that the assumption of mortgage had been complete and all records were updated to reflect that I am the morgagor of the record. XX/XX/XXXX I receive the final modification documents with only my name the document states that I have 14 calendar days from the date notated on the document to sign and send back. 

On XX/XX/XXXX US Bank sends me a letter stating the modification has been revoked due to not receiving the modification documents. On XX/XX/XXXX I contact US Bank and speak to a customer service rep in loss mitigation she states she sees the error when I explain that I have the documents in hand signed and am sending that same day. Her response is that she will escalate to the proper person to reopen the closed modification that was closed in error. Modification documents were mailed XX/XX/XXXX signed and notarized. On XX/XX/XXXX I receive a modification application from US Bank asking if i need assistance. On XX/XX/XXXX I receive a new set of modification and partial claim deficiency letter stating that there was a problem that a signature was missing that the partial claim received wasnt dated correctly and the document wasnt notarized which is not the case.. All documents were signed notarized and sent back. On XX/XX/XXXX I receive another Modification agreement with partial claim deficiency letter. requesting the same information I signed the documents on XX/XX/XXXX and mailed out on XX/XX/XXXX. US Bank received documents on XX/XX/XXXX. 

US bank will not accept payments on my mortgage due to the error of closing the modification without a valid reason. US Bank has continued to breach contract. They refuse to disclose details when asked to identify what is missing. The dates on the modifications for when the modification should start are outdated and dated for last year which if that was the case and had the documents been sent when they were supposed to to finalize the modification my mother would have still been alive to sign off. A hud counselor that I am working with listened and spoke with me regarding how US Bank is not in compliance is basically setting me up to cause my loan to go into foreclosure. I have every document that was sent to me I have correspondence that I have emailed and retained every copy of the modifications with the exception to the one that was sent in XXXX. If possible I would like to have an investigation open as I feel that processes and procedures are not being followed. US Bank had done this in XXXX and forced my mother and I to vacate our home I have documentation from that incident. It should have been a wrongful foreclosure case but at the time I did not know my legal rights. My home was damaged during that time because we were told to vacate that the home would be up for auction then later was contacted by US Bank to regain the home while they added on more fees and had to repair my damaged home on top of it all.

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