Consumer complaint received 2021-02-10
Company: U.S. BANCORP
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
My sister XXXX XXXX XXXX passed on XX/XX/XXXX. I contacted US Bank the first of XX/XX/XXXX to report the death of my sister who has a mortgage with US Bank and I was named Executor of her estate in her will. Her husband 's ( XXXX XXXX XXXX ) death was 15 months prior to hers. The bank stated they could not talk to me until they received 4 documents ( sister 's death certificate, copy of the property deed, my birth certificate and Court Executor appointment letter ). The Court letter was delayed due to COVID and not received until XX/XX/XXXX. I provide them 3 of the documents but not my birth certificate as my relationship was established and indicated on the provided death certificate. I tried numerous times to get US Bank to discuss general options to resolve this estate that has no assets. In calling the US Bank XXXX number numerous times the person that I would be finally connect to after going through numerous automated options would not know how to assist and would place me on hold and after 10 minutes would dump me back to the automated call system to start the process again. I even tried talking to a supervisor and the local branch and got no where. The bank provide me numerous excuses like short staffed because of COVID, XXXX of the month is a busy time for them and so on. On XX/XX/XXXX I finally get a call from US Bank Life Event Specialist that indicated she would help me through the process. I found this very frustrating that no one at US Bank knew this Life Event Specialist existed in my previous 3 months of attempts to talk to someone. The estate has to pay the utilities to protect this property until the bank either allows me to sell this property or repossess the property. I did secure a cash buyer ( US Bank was made aware of the cash buyer in XX/XX/XXXX ) for pay off ( I believe the payoff to be {$62000.00} before interest and late fees ) of the mortgage but US Bank will not provide the payoff. On XX/XX/XXXX a Mortgage Specialist called me and indicated US Bank had everything they needed and someone would contact me the week of XX/XX/XXXX. Never received a call. On XX/XX/XXXX I contacted US Bank again and my call was conveniently dropped twice on the third call the person stated there was nothing they could do and there was no one available to assist as the XXXX of the month is a busy time for them. I then reached out to the US Bank Life Event Specialist and she stated she would talk to a Mortgage Specialist and they would call within 4 days, no one called. On XX/XX/XXXX I called again and this time was informed US Bank needed the death certificate for XXXX XXXX XXXX ( my sister 's deceased husband ) which was never mentioned previously. Every time I do get through to a live person the process starts all over again and the requirements they need changes. The cash buyer has even emailed US Bank CEO who stated there was nothing he could do to help. I provided a 2 page letter with all of the dates and times to US Bank still no call. I can not believe this is the first mortgage holder death that has occurred on one of their mortgages

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