Consumer complaint received 2019-09-09
Company: U.S. BANCORP
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I am the seller of a home in XXXX, Tennessee. The buyer came to me pre-approved through US Bank with an offer on my home on XXXX XX/XX/2019. We signed the contracts and agreed to a closing date of XXXX XX/XX/2019. His mortgage agent, XXXX XXXX, with the US Bank office in XXXX, Kentucky, informed her client and I all that was well and on track for closing on XXXX XX/XX/2019. Two days prior to the closing date, we learned she failed to follow up with the appraiser who did not show up until XXXX XX/XX/2019. This was the first time the closing was postponed, as the appraiser 's report did not arrive until XXXX XX/XX/2019, with stipulations, which I promptly rectified. XXXX XXXX failed to inform her client, the buyer of my home, that the FHA program they were using for this home expired on XXXX XX/XX/2019 ; this then required the buyer to seek another mortgage program. They agreed to a conventional mortgage, and we amended the original contract to allow for any stipulations, including closing costs. Due to delays caused by the lack of contact availability of either Ms. XXXX, or her supervisor, XXXX XXXX, with US Bank, we later learned that under US Bank 's, around the last week of XX/XX/2019, that the underwriter required a home inspection, which I thought strange as I was selling the home " as is, as seen. '' Of note, I have been surprised at the amount of time Ms. XXXX, and Ms. XXXX take off from work, and their lack of courtesy in informing their client, the buyer, or myself ahead of time of a planned absence ; whenever I call, I rarely get either of them on the phone, only to learn that Ms. XXXX is off " volunteering, or I have to learn through their voicemail messages that they re out of the office for yet another three days. The buyer had the home inspected, and over the course of another week, all recommendations were promptly rectified, under the verbal agreement that once those repairs were made, Ms. XXXX would submit for a three day close and we would close either XXXX XX/XX/2019, or XXXX XX/XX/2019. In the afternoon of XXXX XX/XX/2019, my wife, XXXX, contacted Ms. XXXX after seeking to contact her all week. Ms. XXXX told XXXX that the buyer had a credit card, long since paid off, that the credit card 's bank failed to verify the card had been paid off. A phone call to the credit card 's by the buyer revealed no attempt for contact nor verification had been attempted on the part of US Bank. At the time of this writing, neither Ms. XXXX, Ms. XXXX, and as of yet, Mr. XXXX XXXX, the vice president of US Bank in XXXX, Kentucky, have been available for contact, and neither the buyer nor I have any indication my home will close in the near future. 

This has put my family in a financial situation, as we are currently living in a borrowed camper, and have been doing so since XXXX XX/XX/2019, in order for me to assume my new position as a teacher in the local high school in my new location. Ms. XXXX 's lack of due diligence, will potentially cost me the house I have been in the process of buying in Louisiana. I hereby request steps be taken to rectify the poor abilities of this mortgage agency to perform their duties prior to me and my family losing the remainder of our savings to maintain our existence while I work, and my children attend school.

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