Consumer complaint received 2021-04-28
Company: U.S. BANCORP
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I filed the following complaint with the CFPB on XX/XX/XXXX : " In XX/XX/XXXX, we put our mortgage into a COVID forbearance plan with US Bank. In XXXX of XXXX, we contacted US Bank to find out what we needed to do to start paying our mortgage again and refinance. We were instructed that we needed to make three consecutive payments and could then apply for the refinance. We then made XXXX, XXXX, and XXXX payments. In XXXX we applied for a refinance and were told that we had to actually remove our account out of the forbearance plan and then make three payments. We lost out on the low interest rates which was very devastating. In XX/XX/XXXX, we completed a Payment Deferral Agreement with US Bank to remove our account from the forbearance plan and they confirmed it was received XX/XX/XXXX. I spoke with a Relationship Manager from US Bank and they stated that is was being processed and would be effective XX/XX/XXXX. I called back on XX/XX/XXXX to confirm everything was processed and spoke with US Bank employee XXXX id # XXXX, at which time he stated that the account had been removed out of the payment deferral plan inadvertently. He was going to have a Supervisor contact me to let me know what happened and how we correct it. I did not hear back from anyone so I called back on XX/XX/XXXX and spoke with XXXX id # XXXX, she stated that someone from the bank had made an error and removed us from the deferral plan. She stated that she would get it reversed and submitted to Underwriting for approval immediately. She stated that that process takes 72 hours and she would follow up with me by XX/XX/XXXX. I had not heard back from her so I called on XX/XX/XXXX and spoke with XXXX. She stated that it was still with Underwriting and she expected to hear from them in the next day or two. I have not heard back from her and have tried on three attempts to contact her directly with no avail. I called XX/XX/XXXX and asked to speak to a Supervisor. I spoke with XXXX id # XXXX. He stated that the above information that I was given was correct but still could not tell me the status on the account. He could not confirm that we had been reinstated into deferral plan, he could not instruct me on whether or not to pay or XXXX mortgage payment, I can not seem to get anyone to tell me the status of the account. I am not sure where we stand, no one from the bank is calling me back or following up. This has been the most unprofessional and misinformed experience I have ever had. I have spent hours, upon hours on the phone with various representatives and been given different answers and lost out on a huge monthly savings on my mortgage with the refinance because of this misinformation. I just want my account back in the deferral payment plan and move on from this. This forbearance plan was intended to help people through the pandemic and this has done nothing but cause problems because of US Bank 's lack of knowledge, follow through, and professionalism. '' Since then, I received a letter from the bank on XX/XX/XXXX ( attached ) stating that that the above mentioned issues had been corrected and our account had passed system changes and was in the Deferral Plan. I also received a copy of our Payment Deferral Agreement ( attached ) signed by US Bank. On XX/XX/XXXX, I attempted to make our XXXX payment online and was not able to do so. I called US Bank and made the payment over the phone with an agent. On XX/XX/XXXX, I received a new Payment Deferral Agreement ( attached ) with an effective date of XX/XX/XXXX and it indicates that the three payments made after XX/XX/XXXX have not been applied appropriately. I have attached the payment history. Apparently, the exact same thing that happened before and was corrected, has happened again and we were removed from the deferral plan inadvertently. 

I am requesting that the new Payment Deferral Agreement with the XX/XX/XXXX effective date be made void and the Payment Deferral Agreement signed by us and US Bank with a XX/XX/XXXX effective date be active. I would like the three payments made after XX/XX/XXXX to be applied correctly to the account per the Deferral Agreement. I would like to know what we can do to prevent this problem from occurring again as we have spent a ridiculous amount of time correcting this issues previously only for it to happen all over again. It is completely Ludicrous. 

Please advise as to how this is going to be remediated at your earliest convenience. I will be turning this matter over to my Attorney if it is not resolved in a timely matter. 

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