Consumer complaint received 2020-09-14
Company: U.S. BANCORP
State: NC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
This is about our XXXX  XXXX XXXX XXXX but I couldn't find the section under Mortgage. We had property Damage around XXXX XXXX and our Insurance company issued us a check to cover the damages of XXXX. We were granted XXXX which had our mortgage companies name on it with our name, so we had to send the check to the mortgage to endorse it. We are in the forbearance program from XXXX because of covid 19. We had the XXXX that wasn't paid but still put in the program. When it was time for the mortgage lost draft department to endorse the check we were told when XXXX payment is paid they would endorse the check without going through them dispersing partal ( We was told this by several different agents or several different dates in that department.This went back and for since XXXX. A supervisor also confirmed it with the agent we were told XXXX We made the XXXX payment on XX/XX/XXXX and was told by both departments we are now " current '' ( the department that took payment and the lost draft service department ) .We was also told that since the XXXX payment was made we didn't have to send in an estimate for the repairs of the remaining monies. XXXX didn't get their payment of XXXX yet. Because the XXXX that was left for repairs would not be enough to pay a contractor we was told to write a letter saying we are doing our own repairs with the XXXX inspection would be needed because we are current ( XXXX said since XXXX was paid in XXXX then that made her deny us, even after we was told to pay in XXXX for XXXX and we would be current ) on our mortgage. They also said they didn't need anything else after talking to XXXX XXXX because their job was completed and the mortgage lost department has their invoice etc ( the XXXX XXXX covid is current ) .When we call the Lost Service dept. they gave us the runaround and said that the supervisor XXXX and Manager XXXX denied our account being current and we could " not '' get our full XXXX released. They will make a 25 to 50 % payment to XXXX XXXX, and " After '' we repair the damages ourself out of pocket ( which we stated in the letter that we were told to send to them at the beginning of this that we would do repairs, but need the XXXX released to do it ) We then asked when would we get our XXXX because we can not do anything during covid19 out of pocket ( since they see we are on the forbearance program, letting them know we don't have the money to repair without the insurance monies ). They kept telling us we have to find a way to do it out of pocket and then inspection then they will give us our monies. How can we do anything that is XXXX estimated repairs from a contractor that we have to figure how to do it with the XXXX and don't have monies out of pocket. The lost department then insulted me by saying well ask the insurance company for more monies. That made no sense for her to even saying that because then they would hold that money also, and we still would not have the XXXX or the extra if the insurance did give it to us. They have lied to us over and over about the money being fully released to us if when we paid the XXXX payment, and then they told me that some of the things I questioned them on what the other agents told us weren't documented in our files with them. So it is my word against theirs and our home is still torn apart. The insurance company did exactly what they were supposed to do to see that the claim was documented and we did everything we were supposed to do so why is the XXXX XXXX XXXX XXXX holding our money and why are we being lied to. How can XXXX and XXXX deny something that was approved 3 times before them and why would they hold and demand so many different things before they " Release our full monies '' that is rightfully ours to keep our investment covered?

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