Consumer complaint received 2019-06-09
Company: U.S. BANCORP
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
We found out that our county ( XXXX County, Fl ) was starting a sewer project to our neighborhood to get us all off of septic tanks due to the Septic tanks ruining the XXXX XXXX. Everyone 's was informed that you would pay higher property taxes for this project. They would lay the sewer pipes, hook your house up to sewer, crush your septic tanks and pave your road. We contacted our mortgage company US Bank Home Mortgage to see about refinancing our home to prepare for the higher property taxes. We knew with my wife having medical issues and one of our XXXX having sever XXXX and a family of XXXX our mortgage going up would hurt us. The mortgage company told us that we couldn't refinance to see if we could get a modification. We then called the modification department were they told us that unfortunately we had to be three months behind before they would mail us a modification packet this was all around XX/XX/XXXX to XX/XX/XXXX. We hired a lawyer in XXXX of XXXX which is when we did get behind on our payments. We just couldn't pay lawyer, house payments and medications for my wife and our XXXX son. We ended up having to hire another lawyer in XXXX who has been requesting the mortgage company to mail her a modification packet so we can fill them out and send it in. She has been requesting for this packet since XX/XX/XXXX when we hired her. At this time the mortgage company refused to answer any of our calls and when we called and put our loan number in a recording came on saying " we can not take your call at this time '' and would hang up. We would then call and not put our loan number in, so a person would get on the line. When a person got on the line they took down our loan number and would transfer our call once we were transferred that recording would come on telling us " we can not take your call at this time '' and would get hung upped on. It wasn't until XXXX Of XXXX when a representative from US Bank Home Mortgage gave us a card with a number to call after a canceled court date. We were finally able to find the modification packet online in XXXX of XXXX. US Bank then denied us a modification with no notification of denial. We applied again at the end of XXXX beginning of XXXX of XXXX. Now that it has been two years they refusing to modify our loan saying they would have to redo our entire loan and we are scheduled for Trail for XX/XX/XXXX. At our last court date it was discovered that the mortgage company has been mailing all the mail to the wrong address this entire time. After that court date and the claims we the homeowners made ( which are all the same claims stated here ) US Bank Home Mortgage sent me a letter addressed to our lawyer stating that they found no proof to our claims made at court and that all the mail was mailed with the correct address to our lawyer. In this letter they sent me that also claims they mailed all mail to the correct address they have on file. This letter also also has a copy of the denial letter that was " mailed '' in XXXX that clearly shows it was sent to the incorrect address. The mail is not recieved if it doesn't have " XXXX XXXX # XXXX '' on the mail. It goes to a different address which it is then sent back to US Bank. Also A loan officer at our mortgage company emailed me a copy of this last denial letter in XX/XX/XXXX because I said how our lawyer had not received a denial letter. On this denial letter it also clearly shows they had sent it to the wrong address. So they are now lying to cover up their mistake in this letter they sent to us. This entire time we could have applied for a modification and got approved if they had sent those packets to the correct address in XXXX if they truly did send them. Why should we pay for US Bank Home Mortgages  fault in sending packages and documents to the wrong address and lose our home because of their mistake?

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