Consumer complaint received 2021-06-04
Company: U.S. BANCORP
State: DC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I received a letter from US Bank advising multiple insurance policies were paid from escrow. When I called US Bank, I was informed by the Insurance Department that they received a hazard insurance invoice from XXXX XXXX XXXX for our District of Columbia home and paid {$990.00} on XX/XX/2021. XXXX has never been listed as our hazard insurance company for this home and is not listed on our US Bank mortgage documents. Prior to that, on XX/XX/2021, US Bank paid XXXX XXXX XXXX, our carrier of record, {$1400.00}. All funds came from our escrow account. 
I called US Bank on two separate occasions ( XX/XX/XXXX and XX/XX/XXXX ) in an attempt to resolve this matter, spending in excess of two ( 2 ) hours either on hold, being transferred to other departments or speaking with a US Bank customer service representative ( CSR ). At one point I asked to speak with a manager or supervisor when a CSR instructed me to contact XXXX to request a refund. The CSR was initially reluctant to get a supervisor on the call and after I requested three ( 3 ) additional times for a supervisor, the XXXX had a female, who identified herself as XXXX XXXX, get on the call. Ms. XXXX identified herself as a supervisor and assured me she would resolve my concern and call me in about a week. I requested her direct contact number ; however, she advised me to call the regular XXXX Department line at XXXX and ask for her. I hadn't received a call back from Ms. XXXX, so on XX/XX/2021 I called the Insurance Department and asked for her. The CSR who answered stated Ms. XXXX wasn't in his group, so I asked if she was in the company directory. The CSR replied she was not. 
Between XXXX and XXXX XXXX, I called the US Bank corporate office ( XXXX ), the switchboard operator transferred me to the Escrow Department, who transferred me to the Insurance Department. I spoke with CSR XXXX, who stated he attempted to call XXXX, but all the offices were closed ( XXXX XXXX  EST ). I asked to speak with a manager or supervisor and XXXX XXXX finally got on the call at XXXX XXXX. Ms. XXXX informed me she also called XXXX ; however, I needed to be on the call in order for them to release information to US Bank. Ms. XXXX conferenced me in with XXXX, they released information to her and she followed up with me for several days in an attempt to resolve the matter. 
Because of everything that happened, I was motivated to write a letter to US Bancorp 's CEO XXXX XXXX to inform him of the erroneous, costly and inconvenient insurance payment. I received a response from an unidentified Customer Advocacy person, which amounted to a form complaint response letter, which included my account is current, the next payment date and the amount due. Other than a blurb stating " we were able to identify coaching opportunities ... '', there was no mention of what they are going to do moving forward to prevent them from disbursing escrow funds to an insurance company that isn't on the loan documents. In my letter to the CEO, I clearly stated " you need to explain what you are going to do to resolve this, ensure it never happens again and why I should remain a US Bank mortgage customer ''. With the exception of finally receiving a refund from XXXX, US Bank has not fulfilled my requests, as described in their letter. Additionally, in my letter, I stated I was prepared to contact the Consumer Financial Protection Bureau if this matter was not adequately resolved. I do not think this matter was resolved ; therefore, I want to file a complaint.

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