Consumer complaint received 2018-06-25
Company: U.S. BANCORP
State: OK
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX I contact US Bank concerning a get well plan for my past due payments. On that date I agreed to an ACH payment to occur on XX/XX/XXXX.  Unfortunately the customer service associate made an error and the ACH payment was processed that day when the funds were not available. On XX/XX/XXXX, when I received the overdraft notification from my bank, I contacted US Bank and advised them of what was going on. I was advised by the customer service associate that I should stop the payment at my bank. He also stated that their system was down at the moment so he could not pull the call to verify the arrangement, and that once the system was back up, he would call back to resolve the issue. I did not hear from them, therefore I contacted them again on XX/XX/XXXX. During that conversation I was advised by the customer service associate that a supervisor would contact me by the end of the business day to resolve the issue. I did not receive a call back. I contacted them again on XX/XX/XXXX and was advised that it was in the supervisor queue for a call back, still no contact. On XX/XX/XXXX I was actually contacted by the collections department due to my late status. I missed that call and immediately returned the call. I spoke with a young lady that took the initiative to resolve the issue. She had the call pulled and verified the mistake made by the customer service associate on XX/XX/XXXX. She advised they would remove any fees that they had in their records due to the returned check, and that they would refund the stop check fee of {$30.00}. The associate stated that their normal policy was to mail any refund payments under {$100.00}, and that it would take 7-10 business days to receive the check. I advised her that it was unacceptable due to the fact of how long the issue had persisted and my financial situation. She stated that she would speak with her supervisor to get the authority to wire the funds to me. She stated that she spoke with her supervisor and received the approval to wire the funds. She stated that it would take 24-48 hours. On XX/XX/XXXX I was contacted by their collection department again. They were contacting me in regards to the status of my account, although on each of the previous calls I had advised them of what my get well plan was. The associate made no mention of the status of the refund transaction. When I asked about the status of the transaction I was advised that the refund had been mailed because the payment was under {$50.00}. I told advised her of the situation, at that point she transferred me to a supervisor, he only announced his name and then the call disconnected. I called back and spoke with another associate that consulted with his supervisor and stated that there was nothing that they could do in their department and sent me over to a senior customer service associate. That associate advised that there wasn't anything that they could do, and that I should receive the check in the next couple of days.

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