Consumer complaint received 2021-09-02
Company: U.S. BANCORP
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/XXXX, I wrote to US Bank Home Mortgage/US Bancorp to request correction of the error described below in regard to the mortgage on my property. 

I had been notified by XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX that US Bank Home Mortgage failed to pay the following expenses from my escrow account : {$880.00} payable to XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX, XXXX XXXX, FL XXXX ), for policy number xxx, due XX/XX/XXXX. Instead, US Bank paid {$790.00} from my escrow account. A blatant error and negligence on the part of US Bank. 

US Bank was notified on XX/XX/XXXX by XXXX XXXX XXXX XXXX XXXX of the Short Payment. US Bank was to pay the {$86.00} by XX/XX/XXXX and failed to do so. 

I then was notified by US Bank on XX/XX/XXXX that I had insufficient flood insurance coverage when I have had the same coverage since XX/XX/XXXX. I then made an immediate payment on the day XXXX received the notice, XX/XX/XXXX, including the new rate and late fee of {$110.00} directly from my checking account to XXXX XXXX XXXX, XXXX XXXX XXXX, so that I would not be insufficient in my coverage due to US Banks negligent error. I fulfilled USBank 's requirement of me proving sufficient coverage within their 45 day deadline. 

At that time, I called US Bank to ask for an escrow analysis after several disconnections : first XXXX was unable to use his system from his home and then XXXX had to put me on hold a long time but said she resolved the issue. 

I was then notified on XX/XX/XXXX by US Bank that US Bank felt I had insufficient flood insurance coverage from XX/XX/XXXX to XX/XX/XXXX and would be charging me {$56.00} to buy insurance on my behalf. The Flood Declarations Page from XXXX XXXX XXXX shows the policy date is XX/XX/XXXX to XX/XX/XXXX am standard time. I called US bank customer service once again and spoke to XXXX with employee number XXXX in the insurance department who put me on hold for twenty minutes while she verified with her supervisor that I will not be charged the {$56.00} because the documents show I have sufficient flood insurance coverage. I asked to speak directly to her supervisor and was disconnected when she said she would transfer me. I then received notice on XX/XX/XXXX that {$56.00} was paid from my escrow to XXXX XXXX XXXX Co on my behalf. This is the second blatant error from US Bank. 

I am entitled to a refund of the fees and difference between the {$110.00} that was due because of US Banks failure to pay the {$86.00} they owed to XXXX XXXX XXXX. I requested an immediate refund of {$24.00} paid by US Bank to me. 

US Bank incorrectly imposed a fee of {$56.00} for insurance coverage from XX/XX/XXXX to XX/XX/XXXX charged to my escrow on XX/XX/XXXX when I already showed proof of sufficient coverage on XX/XX/XXXX. 

US Bank owes me a total of {$80.00}. 

US Bank responded to my written request with a one-paragraph form letter and attached my closing cost details and highlighted the flood insurance estimated payment due of {$790.00}. That is there reasoning for paying the wrong amount to the flood insurance and for not paying the difference on time. However they did not pay the amount listed in my closing documents for homeowner 's insurance but instead paid the amount on the new statement when USBank received the premium statement. 

US Bank has horrible customer service and is not a company anyone should use for home 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