Consumer complaint received 2021-10-19
Company: U.S. BANCORP
State: NV
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX, I called in to request mortgage assistance. At this time my XXXX or XXXX payments had not been made and I know I needed help. I had already had one 30 day late reported to my credit and didn't want to go 60 days late. In XXXX we had come down with XXXX, us and our XXXX kids for almost the entire month. That put us behind on everything. Mortgage companies have been helping people with this. I called in and went over everything that happened to put us behind and all our financial information and she said that we could put our loan into forbearance until XXXX. She tried to get our current late payments waived but they weren't able to do that. I was happy just to have some relief to help us get caught up. I accept the forbearance and we hang up. In mid XXXX, I get a threatening letter stating my account is delinquent and failure to bring it current will result in foreclosure. This wasn't making sense to me since I had just put the loan into forbearance. I called in again ( waited on hold for about 45 minutes ). Finally got someone on the phone. Told her what happened and she kept asking if I wanted to extend my forbearance. I explained to her that I called in and last month and it should be good to XXXX. I shouldn't need to extend anything. She said I wasn't currently in forbearance. She then put me on hold and looked into it. I guess they weren't going to start my forbearance until XXXX. I don't understand why since my hardship is right now. Now I have 2 mortgage lates on my credit and additional late fees. She also was semi laughing at my problem and didn't want to be helpful. I asked her to please explain if my forbearance starts in XXXX, what happens with my XXXX, XXXX, and now XXXX payments that weren't made. Do they get included in the forbearance or how does that work? She couldn't or wouldn't explain it to me. She then hung up on me. There was no attempt to call me back to help get my issue. So again I call back in and wait on hold for 48 minutes. I finally get someone helpful on the phone that says my account unfortunately had a system error or is stuck in the system and it's not showing the forbearance on their end. He put in a request to get it fixed but wasn't able to tell my any further information other than to call back in 5 to 7 business days. I'm told that unfortunately they can not help me resolve the mortgage lates on my credit or waive the late fees. Neither one should of happened. I'm trying really hard to be patient and wait the 5 to 7 seven business days for them to fix their system error and then for me to call back in, wait on hold again, and then possibly find out why they didn't start the forbearance until XXXX and what will happen to the now 3 payments that I'm behind. Will I get to keep my house? Who knows. I feel that they do not care and are not helpful.

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