Consumer complaint received 2021-02-12
Company: U.S. BANCORP
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
Back in late XXXX of XXXX we entered the forbearance program which allowed us to put our mortgage payments on hold for 6 months during the pandemic. XXXX of XXXX was our last month of forbearance so we called US Bank to figure out the best way to move forward. It was at that time they offered for us to put all 6 months of missed payments in a separate, interest free loan on the back end of the mortgage. We agreed and were told that they would be sending out documents that we were to fill out and return. We were also told to resume our monthly payments the following month, which was XX/XX/XXXX. 

When I called in XXXX to make my mortgage payment, I asked about the documents we were supposed to have received. I was told that they were extremely backed up with thousands of cases just like ours and to be patient. I was assured that the documents would arrive as soon as possible. When I called to make my payment the following month, XX/XX/XXXX, I was told the same thing. And once again in XXXX of XXXX. My husband and I were getting worried because we wanted to hurry up and get everything signed and delivered as quickly as possible and it had already been 3 months. 

On XX/XX/XXXX, I noticed a voicemail from XX/XX/XXXX that I hadnt previously seen. It was a lady from US Bank asking me to return her call. No other information, other than a phone number, was left in the voicemail. I quickly called the number back ( this was not the usual number XXXX called while making my monthly payments ) once I was connected with someone I asked about the paperwork for the loan for the missed payments. It was at that time I was told the loan had been denied due to the documents never being signed and returned. 

I explained to her that we never received the paperwork and had been asking about it for months. She put me on hold for a bit and when she came back she assured me everything would be fine and was able to do a different loan modification for us. At that point everything seemed like it was handled and we would be able to move forward. 

A few days later my husband and I both received notifications from XXXX XXXX that our scores had been lowered drastically. This was XX/XX/XXXX. The next day I started calling US Bank trying to get a credit correction done. Everyone I spoke with had something different to say. I spent over XXXX XXXXours on the phone with US Bank between XX/XX/XXXX and XX/XX/XXXX of XXXX trying to get this critical error on their part corrected. Finally on XX/XX/XXXX I was put through to a lady named XXXX XXXX in the Loss Mitigation department. She was the first person who actually tried to help me. Apparently up until that point nothing had even been done to start an investigation for us. She called me back the next morning to assure me that they were working on figuring this whole mess out and suggested I call back in a couple days to check for updates. 

I continued calling every couple days to check for any progress and kept getting the runaround. Once I was told that the credit correction was in fact going to be done but it just takes time and they were not able to provide me with any kind of timeline. Once again I was told to be patient and wait. On Saturday, XX/XX/XXXX, we received a letter from US Bank stating that they would not be doing a credit correction and that they had found that their credit reporting had been accurate. The letter was dated XX/XX/XXXX, the same day XXXX XXXX had called me to assure me an investigation had been opened on our behalf. I immediately called US Bank to find out what was going on and was told the letter may have been sent in error and she didnt see any updates in our file. I called back the following XXXX which was XXXX XXXX and it is at that point I was informed that the letter was not sent in error and that was their conclusion. In addition to me asking about the paperwork every month while paying my mortgage on the phone with a US Bank representative, my husband also called a few times asking about it. 

Thank you so much for helping me. I hope we can get something done about this. It is really having a negative impact on our lives. With our credit scores as low as they are now, not only will we not be able to buy the house we are already in contract with, its going to be hard to even get into a decent rental until our credit is restored. My husband has actually had one of his credit cards cancelled because of this. 



According to US Bank, they sent the documents out XX/XX/XXXX. Im not sure how or why the different departments werent able to share information and let us know what was going on when we were continuously asking about something so important. It wasnt until it was too late that we were informed. I was told that the documents were due back XX/XX/XXXX. I was also told that it was officially denied and closed XX/XX/XXXX. 

I feel like there would be a signature requirement for such important refinance documents. There should be some way of tracking the documents that we never received. I am attaching screenshots from my XXXX XXXX account showing the damage their incorrect reporting caused and screenshots of phone calls made to US Bank from both mine and my husband 's phone.

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 non-monetary relief