Consumer complaint received 2017-08-10
Company: U.S. BANCORP
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Incorrect information on your report
Sub-issue: Public record information inaccurate

Complaint:
In XXXX, we notified US Bank, the note holder for our mortgage, that we were struggling to afford our monthly payment, and asked what we could do to avoid any kind of issues stemming from this. I asked about possibility to place a payment or two at the end of the mortgage, filing for some sort of assistance because I had heard that the banks sometimes have assistance programs to help aid those that are struggling to make their mortgage or anything else possible just for a couple of months. I was told that because we were not negative in our bank accounts and had money as well as being caught up on our mortgage and were not considered late, there was nothing that they could do for us. I advised the representative that this was the reason that I was calling because I didnt want to become late on my mortgage and was trying to get ahead of the situation before it escalated to that. He stated again that there was nothing that he could do for us. I then asked what our options were and his reply was ( and I quote ), The only thing that you can do is either get behind on your payments so that you could qualify for one of their programs, walk away from your home, or file bankruptcy. I was shocked that these were the only options that people like us, responsible home-owners who had not been late on their mortgage and although barely surviving, were still able to pay their bills and live in their home, were basically being told to just walk away from the house or file bankruptcy. So we did as he suggested and held 3 months worth of payments. Placing all of the money into an account so that way we could make one payment once we were able to get the assistance we were asking for. I called in the third month to file for the assistance and was notified that they were no longer going to accept any payments from us, that they were not going to help us and had already started the process of pre-foreclosure. I told him that I had the money and could give it to him over the phone and he refused and said that he could not take a payment from me. I pleaded with him to help us like they promised they would, by doing exactly what we were told to do, and I was quite literally told that whoever told me to do that was an XXXX and I was even dumber for thinking it was the right thing to do. I was floored. We then asked about a Died in Lieu and were denied. We felt that we had no other alternative to place the home up for short sale because we were behind and they were not willing to negotiate on just accepting what was late, but wanting the full mortgage amount of money in order for us to keep the home, plus due to the housing crash, our home was not worth what we would have to ask for it to pay off the existing loan. We were afraid of what was going to happen, but felt as though we had no other options. Our sale was denied by US Bank three times because we didnt have a buyer, which was absurd to me because how are we supposed to have a buyer with our house not being on the market, especially since this was right smack dab in the middle of the housing industry fallout. Once again, US Bank fighting against our alternatives to save our home from foreclosure. We were finally able to get two buyers on our home, but due to US Banks lack of interest to the detail of the process for a short sale, our buyers hung on for a total of 12 months before moving on to another property. We didnt have enough money in the bank to essentially pay off our loan and the extra fees that US Bank tacked on, so we were basically being kicked out of our home because we followed XXXX  directions and the bank was now coming after our assets, that we were not willing to give up to them, on top of what they had already stolen. Our bankruptcy was finalized or discharged XXXX, which the mortgage was the primary reason for filing in the first place. ( In fact the lawyers almost didnt take our case because we didnt have enough debt to make it worth it- but we truly had no choice ) Now we are being told that we can not purchase a home until XX/XX/XXXX because US Bank filed a claim in XX/XX/XXXXand the XXXX report shows that we have a financial Federal burdeon. My problem is that our bankruptcy discharged in XXXX of XX/XX/XXXXand we should not be held responsible to the fact that US Bank did n't do anything with the property for 3 years following this entire situation, especially since we went to them in the first place to help us avoid this exactly what ended up happening and they refused to help us.

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