Consumer complaint received 2023-03-28
Company: U.S. BANCORP
State: OH
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage

Complaint:
I am writing you to file another complaint against US Bank. I have been trying to get Loss Mitigation assistance since I was layoff back in XX/XX/XXXX. I have faxed, mailed and emailed 7 packages, the only package that had almost successfully made it to underwriting department was the 7th package. However, other the last several weeks I had personally spoken with XXXX XXXX Relationship Manager, XXXX XXXX Supervisor Manager is Loss Mitigation Department, XXXX, XXXX, XXXX and XXXX all in the same department as well. On XX/XX/XXXX I spoke with XXXX, and she confirm that by Loss Mitigation loan file was with XXXX and that something was off with this underwriter because he had a complete package to approved but hasnt review my loan since XX/XX/XXXX which didnt make any sense to either of us. XXXX was unsuccessful in reaching this underwriter or her current manager they were both showing out of the office on Messager. So XXXX, left an email for both underwriter and her manager in Loss Mitigation Department to follow up with her tonight before she left. XXXX confirms that underwriter had all required documents from me ( borrower ) after 2 1/2 hours verifying documentation and with no response from anyone in her Loss Mitigation department, we finish our conversation and hang up. I was to follow up the next day, so I did today XX/XX/XXXX and thats when things went from bad to worst with US Bank all over again. I spoke with XXXX ( hope I am spelling her name correctly ) : ( XXXX was relationship manager per my conversation with her tonight. XXXX gave me the horrible news that my document Homeowner insurance policy was missing so the underwriter closed out my request for assistance, however homeowner insurance policy was received per email confirmation with 3 US Bank employees on XXXX & XXXX of XXXX, and with XXXX on XX/XX/XXXX that afternoon call I mention earlier in my letter above. It seems that US Bank is intentionally deleting documents uploaded from borrowers like me, it can not be coincidence that all my prior loan packages ( 7 packages in total ) so how ended up missing from my loan file, US Bank Loss Mitigation department is obviously deleting loan files from borrowers for assistance. I demand that Federal Office of the comptroller of the Currency review this complaint effectively and take the appropriate action against US Bank for corruption. US Bank provides terrible customer service for their borrowers this includes me. Any help that you can provide for me with regards to my HELOC # XXXX, need loss mitigation options for my HELOC unable to continue making payment, no savings left and need help. I have been layoff and unemployment end this year XXXX. I have no late payments at this time with my US HELOC account. I also, have supporting documentation that provides proof that US Bank is deleting documentation and emails from their customers. 
Sincerely XXXX XXXX

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