Consumer complaint received 2022-04-12
Company: U.S. BANCORP
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage was in forebearance due to Covid until XX/XX/2022. The bank sent me modification paperwork in XXXX with no prior notice or explanation. I did not realize what it was until a week later as I receive alot of XXXX packages for on-line courses I take. Upon realizing what I had received I contacted US Bank and discussed errors in the documents. I was told revised documents would be sent out immediately. To date, I still have never received the revised documents despite my numerous weekly telephone calls. I have spent many hours on the telephone trying to resolve this to no avail. I receive different answers from each person I speak with and continue to get transferred around. I have spent many, many hours on hold only to be disconnected. I am repeatedly told the documents are enroute but they never arrive. In XXXX when I still had not received the forms I went ahead and sent them a check for my XXXX, XXXX & XX/XX/2022 payments but they returned my check stating my account was in foreclosure even though their employees told me not to send any money in until I received and had the modification documents notarized. Although they had advised my first payment would not be due until XXXX I included the XXXX payment to illustrate my good faith since the original documents were dated in XXXX. After my check was returned to me I called them again to discuss the situation but this time was told that I needed to fill out some type of credit application. I completed that document and returned it and again heard nothing. When I called back yet again the employee stated that I needed to complete a second application ( for an unknown reason ) and that it would be sent to me via email no later than today ( XX/XX/2022 ). I have not received any such document, nor have I received any return phone calls even though I have repeatedly asked that they escalate my case to upper management so that I can just straighten this out and pay my mortgage. The employee I spoke with today advised the foreclosure is on hold at the moment but because I have repeatedly been misinformed over the past 4 months I do not trust that this is the case. I am seeking assistance to obtain the corrected modification forms so that I can have them notarized and can resume my monthly payments. I fail to understand how a banking institution can be so disorganized, can employ individuals not trained to do their jobs, and can illustrate such disrespect for their customers as to not even provide the courtesy of a return call when promised. If I had not reached out to them I still would have no idea what it going on as they have made zero effort to reach me by telephone or mail ( Other than the normal monthly statements ). I have tried to be patient acknowledging the effect Covid has had on everyone but this communication breakdown is now jeopardizing the home of myself and my XXXX XXXXXXXX son. I respectfully request your assistance in getting someone with authority at the bank to take the time to finally resolve this. I am unable to upload documents due to volume but have them ready to fax to you upon request.

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