Consumer complaint received 2022-02-23
Company: U.S. BANCORP
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have attempted to work with US Bank Home Mortgage since XX/XX/XXXX. My son has a mortgage through US Bank. My son has entered a treatment program after suffering from XXXX over the death of his older son. I have Power of Attorney in order to get his affairs in order while he is in treatment. My first contact was around XX/XX/XXXX. I explained the situation to the technician and she stated she could not provide any information until the POA is received. The POA was uploaded into their system XX/XX/XXXX. Afterwards, I made many phone calls and spent hours on the phone because the POA was not getting " approved '' in the US Bank system and no one could provide me information until they could " view '' the POA. Eventually, after weeks of trying, a sympathetic technician escalated the POA to get posted/reviewed/approved. I was then instructed to fill out the application. I requested it be mailed to me, twice, and finally ended up downloading it offline due to never receiving it. Eventually, the POA made it through the system. I changed email contact, phone number, and mailing address. This also took several attempts to complete. To this day, I still do not receive the mail at requested address. In addition to that, it took 6 separate attempts and many hours on the phone to get the verification phone number changed so I could access the online portal. Every process has required my ability to get a sympathetic technician on the phone who would escalate the request. Starting in XX/XX/XXXX, the process became even more frustrating. A letter was received ( not at requested mailing address ) XX/XX/XXXX listing XXXX XXXX as the assigned relationship manager. The letter provided her contact phone # and extension. To this day, I have made at least 40 attempts to contact that number and the system states the party is unavailable and no option to leave voicemail. I have called back and would always get another technician who would try to assist. XX/XX/XXXX letter from US Bank stating the application was received and determined incomplete. The letter was requesting information. I submitted a letter " Explanation of facts in response to US Bank letter XX/XX/XXXX '' as well as requested forms and documents : bank statements, paychecks, and completed forms, through email to XXXX. I received automated confirmation email that the items were received. Then I heard nothing. I called and spoke to a technician days later to get a status update. Again, after spending XXXX hours on the phone, being transferred several times, I luckily found another sympathetic technician who was able to help me get online to access correspondence the bank was sending. The letter dated XX/XX/XXXX stated the " US Bank has received you loss mitigation application. We have determined your application is facially complete** We received the complete application XX/XX/XXXX. We determined additional documentation is needed to complete our review because previous documentation received may have been incomplete or insufficient ''. I promptly responded and uploaded a document and explanation for " Non-burrower income option 2 '' on XX/XX/XXXX titled " Response to US Bank Letter XX/XX/XXXX ''. I also had to compose and submit a separate response to provide explanation for " Contributor and Occupancy '' information. I then waited. I heard nothing. Received no mail or any documents in the portal. In this time I spent a lot of time trying to get IT department to reset the verification phone number so I could use the app. I can tell you this was several attempts and finally an escalation to get it done. After hearing nothing since XX/XX/XXXX response, I phoned again. Spent another XXXX hours on the phone XX/XX/XXXX with XXXX then transferred to XXXX. I explained for the hundredth time the situation and circumstances. They made notes and said they could see it was under review. I phoned again XX/XX/XXXX and spoke with XXXX and she was the one who escalated the XXXX request to get verification phone completed. She then transferred me to mortgage so I could get update on status. I was transferred 4 different times. I finally got a technician who stated he could see they were requesting XXXX more item of explanation. Mind you, I received no written request or email for this request. He stayed on the phone with me and dictated what they were asking for as I typed it. I uploaded the letter of explanation XX/XX/XXXX. Then I waited. I received nothing : no letters, no request, no phone calls. On a side note, I now get spam calls from the US Bank phone number I have saved in my phone as US Bank Mortgage. They ask for a shortened version of my sons name and when I ask for verification they hang up on me. This is also frustrating. On XX/XX/XXXX, I phoned again to get update and spoke with XXXX in loss mitigation. She was confused as to why the application was still asking for things ( unbeknownst to me ) as she could see I had everything in the system. She said they are asking for explanation on occupancy. I informed her I uploaded that weeks ago. She confirmed she could see the documents I uploaded and that they were very detailed in explanation. She said she would ask me a couple questions and would type in my responses then escalate seeing as the application is complete. I heard nothing for weeks again. I called yesterday, XX/XX/XXXX, and got XXXX. Explained my situation, asked to speak with a supervisor, and was transferred to XXXX in counseling. (? ) XXXX then transferred me to someone I couldn't hear her name because her speaker and/or the room she was in, had very bad acoustics. Very muffled but was on the phone long enough to understand her say the case was closed due to application being incomplete. She said a letter was sent out XX/XX/XXXX I had yet to receive. To say I was frustrated is an understatement. I could not believe how from XX/XX/XXXX and the technician taking my answers, imputing them into the system, and escalating the application she saw as complete, to being told the application was deemed incomplete and closed XXXX XXXX. I am devastated. I am not exaggerating when I say I have an excess of 50 hours of phone time with US Bank. I have spoke to XXXX in XXXX, XXXX in Kentucky, XXXX in XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and many others since XX/XX/XXXX. I have had so many that listened and tried to do what they could to help escalate and find resolve for the situation. Along the way, I have attempted on every phone call to make a payment in order to show good faith until a repayment plan could be made. Not one person would/could take a payment. Regular customer service said default had to do it and no one in default would take one either. During all this, the mortgage has gone further in arrears by {$6000.00} plus. US Bank will not allow a person to work with anyone in a local branch. Their system is very flawed : information does not flow across the various departments therefore you are always explaining the situation over and over and going through verification, you will never get the department you are trying to reach no matter what number you call, they do not update contact information in timely manner, they do not provide communication in timely manner, and now, they will close your application and state you must start over without notice. I have tried and tried to work with US Bank to develop a plan to bring the mortgage current. I have documented all my correspondence with them. I am confused after the conversation yesterday telling me the case was closed and that I must start over.

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