Consumer complaint received 2018-12-19
Company: U.S. BANCORP
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I went through a divorce. The terms of my divorce stated that I had 18 months to refinance the marital home. I went to US Bank who held the FHA loan for the marital home. US Bank was able to secure a conventional loan solely in my name for the property. 

I closed on my loan on XX/XX/XXXX with XXXX XXXX at the XXXX XXXX location. I received the documents that I had signed at closing. The same day after I closed on my loan I was told I still needed to make a house payment that day for the original FHA loan even though it had been refinanced. XXXX indicated once the refinance went completely through I would get a check for the payment I made, which was {$820.00}. 

On XX/XX/XXXX I received a phone call from XXXX XXXX at US Bank telling me the numbers put on my closing papers for my conventional loan were incorrect and I owed them money for interest. I reminded XXXX that the day of closing, I made a payment of {$820.00} to the loan that was refinanced and I never received it back. He couldn't tell me the exact amount of money that I owed or where my payment had gone to. I instructed XXXX to not call me back until he had answer for me 1. how much money I owed since the closing papers were wrong 2. What happened to my {$820.00} payment that I made at closing on XX/XX/XXXX. That evening I called the US Bank customer service number because after talking to XXXX I had a feeling the original mortgage was still open. The Customer Service department informed me my refinance had turned into a big mess. I did indeed have two mortgages open. The notes on my account indicated that XXXX never requested a pay off for my loan and they couldn't figure out what numbers were used on my new loan at closing. The Customer Service agent said she would email the VP over that branch to call me. 

On XX/XX/18 I still didn't hear from the VP so I called the branch and was told XXXX XXXX was the VP and was given his direct phone number. I called him two times and left Voice mails and heard no response. 

On XX/XX/18 I began receiving Collection calls from US Bank Mortgage department because I didn't make a payment on my original FHA loan. I tried to explain to the agent this loan should be paid off because I had refinanced it on XX/XX/XXXX. The agent didn't understand and was trying to convince me to make a payment so the calls would stop. I received 4 calls in one day from the Collection department at US Bank. After the first call I immediately hung up and called XXXX. He was working on the ATM so his co-worker XXXX said he would have to call me back. About 30 mins later XXXX called me back and told me good news, US Bank would be covering the amount of interest from XX/XX/XXXX and XX/XX/XXXX that was shorted on my closing statement. I asked about my payment and XXXX told me I wouldn't be getting that back. So really US Bank is using my payment to correct their issue. I kept trying to explain to XXXX that if I made a payment after closing on XX/XX/XXXX that would have reduced my principle balance. He said that was not true. 

An additional problem is that the Court in which my divorce went through was notified that I had refinanced the marital home and it was out of my ex-husbands name. That however is not the case, I currently have two active loans for one property.

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