Consumer complaint received 2019-07-02
Company: U.S. BANCORP
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/2019, I, XXXX XXXX spoke with my Relationship Point Assistant XXXX XXXX via telephone in reference to my modification. At which time, she advised me that my modification had been denied because a total of three packages were mailed out. She stated, that the first two packets that US Bank received from me were notarized incorrectly by the notary and the final packet wasnt returned to US Bank. I stated to Ms. XXXX, that the first packet I received had my husbands last name as XXXX instead of XXXX which was no fault of my own. The two packets that I submitted were not valid due to the notary not properly notarizing my documents. Ms XXXX informed me that the third packet of modification documents delivery notification showed that it was delivered but I never received it neither did I sign for it. I explained to her that Ive put forth a good faith effort showing that I need this modification by complying with the trial payments, and submitting my modification packets. Although, the notarization was incorrect, Ive made multiple attempts to contact Ms. XXXX on numerous of occasions, and Ive have extensive notes in my file to support claim. Ms. XXXX reviewed my account and advised me that she was going to send a email on my behalf to her supervisor, requesting a final set of modification documents and that she would contact me later that day on her supervisors decision. Ms. XXXX contacted me later that day and stated that her supervisor which is XXXX XXXX approved for a final modification packet to be mailed out to me and to contact her once I receive the packet so she can arrange for a notary to come to my home to assist me. On XX/XX/2019, I called US Bank because I didnt receive the packet and I requested for it to be noted on my account. Per the representative the packet was mailed out on XX/XX/2019. Unfortunately, I received a notice stating that my modification was denied. I made several attempts to contact Ms. XXXX but to no avail. I spoke to different representatives regarding this matter requesting that my account to be reviewed and for Ms.Greer to contact me. On XX/XX/2019, I finally made contact with Ms. XXXX in which, she recanted her story stating that she never advised me that resending a final modification packet nor a notary. At which time, I requested for a supervisor. I received a telephone call from XXXX XXXX. I requested for Mr. XXXX to review my account and the telephone conversations between Ms. XXXX and I on XX/XX/2019. Mr. XXXX stated that he would review my account as well as all incoming and outgoing calls between Ms.XXXX and I. Later that day, I received a call from Mr. XXXX stating that he reviewed everything and that it was a miscommunication because Ms. XXXX never stated that she was resending a final packet. He continuously focused on a third packet that was sent to my address and I reiterated to him multiple of times that I never received it instead, of focusing on Ms. XXXX recanting her story and not honoring her words. Fortunately, I was able to get in contact with XXXX XXXX and XXXX XXXX who showed excellent customer service. They both patiently reviewed my account and found the detailed note on XXXX XXXX from Ms. XXXX stating that a final modification packet was going to be sent out to my address and a notary as well. I requested for Ms. XXXX to send a copy of Ms. XXXX notes to both XXXX XXXX and to XXXX XXXX. Its so disheartening and disgusting to know that both Mr. XXXX and Ms.Greer intentionally deceived me. They are both a hinderance to the company and are a major liability. They both told notorious lies and assisted that I restart the modification process instead of honoring Ms. XXXX words. They have no compassion for people that are facing hardships and who are trying to save their homes. Its a reflection of poor work ethics. XXXX XXXX couldve advised me that the company offers free notary and ordered a notary to my home when it was determined that my first set of completed documents were notarized incorrectly instead informing me of it when she stated that she was sending a final set of documents. The communication level is extremely poor. This isnt a game they are dealing with people livelihoods whom they discriminate against by practicing partiality. They are a reflection of US Bank and it scares me to imagine how many other people that they have purposely mislead for their own selfish reasons ... They both have direct access to my account and couldve honestly reviewed my notes without deception. To make matters worse, XXXX XXXX is a supervisor. They both need to be redirected and, retrained on customer service and their job descriptions as representatives of US Bank. Everyone will not be as fortunate to contact honest and dedicated workers such as XXXX XXXX and XXXX XXXX. Furthermore, Im requesting that the decision for a final modification to be mail to my address be honored on behalf of Us Bank. XXXX XXXX and XXXX XXXX are representatives of the company and are in sync. Has US Bank loss sight of the people and is built on deceit empowering their employees to maliciously deprive the customers?

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