Consumer complaint received 2018-08-06
Company: U.S. BANCORP
State: HI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Copy of letter to US Bank Home Mortgage : Dear US Bank representative : I received your letter of XXXX of XX/XX/2018. 
My home is located in a government declared disaster area due to lava eruption in Hawaii. 
Through multiple phone calls in discussions with US bank home mortgage representatives I have been informed that my mortgage is in " forbearance '' status. I was informed by US Bank representatives that for a period of 90 days US bank would NOT report anything to the credit bureaus and all late fees would be waived. You are clearly aware of this forbearance situation as you quoted reference to my Relationship Manager in the letter. 
In this letter dated XXXX of XX/XX/2018 you state that you " may report information about this account to credit bureaus ''. This is in direct contradiction to everything I have been told by US bank home mortgage representatives. You further state that " failure to remit payment by the late charge date will result in a late fee assessment ''. This is also in complete contradiction to what I have been told by multiple US bank mortgage representatives and my relationship manager, XXXX XXXX. 
Do verify immediately, in writing, that my account is in forbearance status as quoted to me by multiple representatives and my Relationship Manager. Also verify in writing that you will not make reports to the credit bureaus and late charges will not be charged as stated during the forbearance period of 90 days. 
Understandably, during this disaster situation there are significant issues to be dealt with daily. The last thing we as mortgagees need is for the bank to send false and inaccurate information in direct contradiction to what we have been quoted on the phone. 
Do verify, in writing, the status of my account and the specifics of the forbearance process including reporting to credit agencies. 
I highly recommended that US Bank coordinate mailings and statements to clearly indicate the forbearance status of the account. Letters such as XXXX XX/XX/2018 letters should be sent by a mortgagee 's Relationship Manager with accurate and current information. 
Also, in conversation with US Bank customer service representative XXXX on XXXX of XXXX XXXX XXXX HST, recorded, XXXX stated that she would discontinue my automatic monthly payment drafts from my credit union. In conversation with US Bank representative XXXX on XX/XX/2018 the representative verified that the stop payment request had been placed on my account. 
In spite of these two assurances by US Bank representatives, U.S. Bank attempted to draft the mortgage payment. Verified in the enclosed letter from US bank dated XXXX XX/XX/2018. Verification of the {$40.00} in fees from my credit union for the attempted drafts by US Bank are enclosed. Do immediately reimburse me {$40.00} for these fees. A check should be sent to me at my address below. 
Your prompt attention to this matter is expected and appreciated.

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