Consumer complaint received 2021-01-22
Company: U.S. BANCORP
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
My fiance and I had no choice but to defer our mortgage payments due to XXXX. We are first time buyers and most of our nest egg went to our down payment and closing costs. 



We only ended up missing about XXXX months payments, and when it came time for us to resume our payments, we gladly accepted the loan modification agreement. We took time off work and got our documents notarized at the bank and mailed them back in the envelope provided by US Bank. The documents were never received and I was not notified, and then began receiving phone calls from debt XXXX asking me to pay my balance. I informed them I had signed a loan modification, and then disconnected the calls. 





I finally contacted US Bank to question when I would stop receiving debt collector calls and thats when I was told I would not be eligible for the loan modification due to failure to return documents. But I did return them it was not my fault they were never received. I was then sent a second set of documents, my fiance and I tried again at the bank getting them notarized and sent back. They were denied again due to my fiance not signing the proper name and the signatures not being legible. US Bank created multiple aliases for my fiance on their own accord, including his : First name, middle name, and last name XXXX initial, middle name, and last name XXXX name and last name Because he didnt sign all XXXX names, our documents were refused AGAIN. I only found this out from a phone call I placed to US Bank, they did not contact me. 



We were sent yet another set of documents and took yet another day off of work to get to the notary. My fiance signed all XXXX names to the best of his ability on the small line they provided for him to do so. We sent them back the same day, and yesterday, XX/XX/21, I called US Bank to check on the documents. They were refused again. Why? The first representative I spoke to said their underwriting department refused them because he did not fit them all onto XXXX line. I questioned this, saying it was absurd they expected him to sign XXXX names, including XXXX between each on XXXX small signature line, legibly. I asked to speak to the underwriting department, I was told this can not be done. I asked to speak to my relationship XXXX, the representative told me she would connect me and actually just transferred me back to the general customer service line. 

The next representative I spoke to told me my fiance did not sign all XXXX names in the proper order. This left me incredibly confused with no clear answer. I just want my paperwork to be accepted so I can resume paying my mortgage. I can not afford to keep taking time off work to get to the notary on time. I can not risk losing my home, and I can not get a clear answer from US Bank as to why they are making this so difficult. 

I find this practice to be predatory, as there is no clear guidance on how to properly complete these documents. I also find it unethical how I can not speak to a XXXX to explain or assist with my documents.

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