Consumer complaint received 2023-06-26
Company: U.S. BANCORP
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Hello, In XX/XX/2023 I had some financial issues and was placed on the Pandemic FB Plan through my mortgage Company. They placed me on the plan for 3 months. I was never given an option to chose 6 months. After the 3 months In XXXX the mortgage company automatically extended my FB for another 3 months. Again I was not given the option to chose 6 months ext. I received a letter from my mortgage company date XX/XX/2023. This date is very important. In this letter it states I need to contact them as my FB is coming to an end. The letter gave me XXXX options. First option was to resume monthly payments and select a program for paying back the suspended amount. Second option was to pay back all payments in XXXX installment. Final option is to Extend my forbearance Under the Cares Act, as I am eligible for an additional 180 days. 
I spoke to a re with my mortgage company named XXXX on XX/XX/2023. I advised I would like to extend my FB plan per the letter i received. She said she had tried entering the extension 3 times and the system would not allow her to. She then stated she would reach out to her manager and see what the issue is and for me to call her back. I kindly asked could she call me once she has a response. She said she could not that I would have to call back. I asked to speak with a manager and she placed me on hold and the call hung up. I called back and spoke with a rep not sure of the day. This rep advised me that the reason they could not enter the extension was due to me still being covered for the month of XXXX and I would need to call back the end of XXXX and they could then extend. I then received a call from XXXX again on I believe XX/XX/2023. She called me off of a dialer. It was not an intentional call or follow up to our last conversation. She then advised she was able to extend but if would not cover XXXX, I advised that is not expectable as per HUD I have the option to extend through XX/XX/2023. XXXX then transferred me to escalations. The rep in escalations advised that she was also unable to extend and would get with her manger and follow up with me. In the mean time I got a call from XXXX again who then advised me per her manager I can only get on a standard FB plan which will not protect my credit. I again asked to please let me speak with a manager and she refused and hung up on me. I received a call back from the escalation rep who stated there is no longer an extension option for my loan as it ended at the end of XX/XX/2023. I asked why they sent me a letter dated XX/XX/2023 telling me the complete opposite of this. She was kind but unable to assist me. I am very upset as the letter sent to me dated XX/XX/2023 should not have listed an option of me being able to extend my fb plan if it was not an option. The letter is attached to this message. I am hoping for a resolution with my mortgage company.

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 non-monetary relief