Consumer complaint received 2017-01-10
Company: U.S. BANCORP
State: MA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have my mortgage with US Bank. I have always made my payments on time, and have had very few problems. I mailed my XX/XX/XXXX payment that was due XX/XX/XXXX, sometime XX/XX/XXXX. There is a 15 day grace period and as long as the payment is made prior to XX/XX/XXXX, it is not assessed a fee. I made sure I mailed my payment in plenty of time for it to arrive at the bank by XX/XX/XXXX. During the time between the time I mailed my check and XX/XX/XXXX, I kept checking my checking account to see if my check cleared. When I saw it had n't by XX/XX/XXXX, I called USBank to let them know there appeared to be a problem with my payment posting, and to assure them that I had mailed my payment. I wondered if I should issue them a new check, but they said no, the mail must be taking longer for some reason and to give it a few more days. I asked them if they could waive any late payment fees, since it was through no fault of my own that the payment was not posted by XX/XX/XXXX. They said they could not, because they had already waived a late fee for me XX/XX/XXXX, and their policy is to only waive a fee one time for the life of the loan. My check for the XX/XX/XXXX payment cleared my checking account on XX/XX/XXXX, so the payment was finally received by USBank and posted to my account. I had remembered that incident in XX/XX/XXXX. I had changed bank accounts from which to draw my automatic payment, and I had entered either the account number or the routing number incorrectly, so the payment did n't go through. I had called the bank in that instance and asked if they could waive the fee. I remember they said they would, but then I remember that it still showed on my statement, so I ended up paying it anyway, to avoid being assessed further fees and to avoid additional derogatory impact to my credit rating. I told this to the customer service person, when I called about the XX/XX/XXXX problem, however this did not sway them, and they told me I would still be assessed the penalty. I requested a history of my mortgage payments. It took them over a week to send me the history. When I went through it, it confirmed what I had recollected, that I did in fact pay that fee XX/XX/XXXX. Interestingly enough, when I look at that history. I can see that there was an adjustment taking off the fee. They must 've adjusted it after I sent in the payment that included the fee. However, I was never notified that the fee had in fact been waived, and I was never given a credit for it. I paid it and that was the end of it. So, getting back to this XX/XX/XXXX late payment. It is inexplicable why the payment would 've posted so late. I do n't want to cast accusations, but it appears there was some kind of error in the process at the bank, that resulted in my payment being posted so late. I would like to have my request to have the penalty waived, because the late payment was through no fault of my own, and also be USBank 's own admission, they would 've waived the fee had it not been for the XX/XX/XXXX fee that they seem to believe was waived, however I paid that fee and was never given a credit for it. Also, I think they should contact the credit rating agencies, and have this incident stricken from my credit report, so that I do n't have a 'black mark ' on my credit score because of a simple mix-up. The fee is approximately {$57.00} Thank you. 
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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