Consumer complaint received 2022-02-04
Company: U.S. BANCORP
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
To whom it may concern : I have been trying to pull my mortgage out of forbearance since XXXX of XXXX. My account has been neglected and misrepresented several times. Agents have failed to do their jobs correctly and resolve this ongoing issue for around 7 months now. The issue is still unresolved. I need to remodify my loan and set up a payment plan. US Bank has failed to complete this task timely and it is costing me more and more money, which I obviously do not have a lot of... I have been threatened of foreclosure twice now, due to the neglegence. The stress and fear of losing my home because this is unresolved has caused me SEVERE XXXX  and is completely unacceptable. I have done everything asked of me and yet US Bank has continued to fail to resolve this issue. 


On or around XX/XX/XXXX of XXXX, I spoke to an agent and she went over the covid plans with me. I ended up accepting the HAMP Reduced Income Covid-19 plan. With this plan, I was told my payment would be {$1300.00}. It lowered my rate to 3.125 %, extended my maturity date to XXXX/XXXX, and created a no interest second loan for the amount owed, that would be due upon maturity of the loan, sale of the home, or if I were to refinance. 

I received a letter dated XX/XX/XXXX, requesting me to submit some financial documentation, which I emailed to XXXX on XX/XX/XXXX. This documentation was submitted timely ( the letter stated XX/XX/XXXX ). Granted it was the last day, but was within the time limit I was given. I spoke to a representative that day to confirm receipt, and was told everything was fine. 

About a week or so went by and I received a letter in the mail dated XX/XX/XXXX. This letter informed me that I was dropped from the plan and my request for assistance was closed. I then called US Bank on or around XX/XX/XXXX to find out what this meant, and was told that my documentation was not processed timely by usbank, and therefore I was dropped from the plan. I was told this plan was no longer available and I had to chose a different one, which made my payment higher. I believe around {$1300.00} or something. Same terms as before. I can not find this in my notes at this time, but will keep looking. 

A few days later I received a letter dated XX/XX/XXXX, requesting financial documentation again, due by XX/XX/XXXX. I submit this documentation via email to XXXX on XX/XX/XXXX. 

After speaking with a representative, I was told I needed some additional info which I submit via email on XX/XX/XXXX and XX/XX/XXXX. I was told this was everything I needed to process the application. That it would go into underwriting and I would receive mail with further instructions. This never happened. 

In the meantime, I received a letter dated XX/XX/XXXX informing me I was on an active covid forbearance plan, that no action was needed from me, and someone would be reaching out to me soon to discuss my repayment options. ( This was confusing to me because I thought I was already in the process of getting a plan in place. ) I received several calls and spoke to representatives in the meantime. Each time I was asked to chose a plan, which I stated I already had. I asked for the status of it because I wanted to know when my 1st payment would be due and was told it was still in underwriting and they could not answer that at this time. 

I received a letter dated XX/XX/XXXX, indicating US Bank pulled my credit score. 

I received a letter dated XX/XX/XXXX, asking me for additional documentation due by XX/XX/XXXX, but nothing was listed to send.??? I called US Bank and was told to disregard the letter. 

I received another letter dated XX/XX/XXXX, again... asking me for additional documentation. This time due by XX/XX/XXXX. However, AGAIN, nothing was listed. I called and was told again to disregard. That my application was in underwriting, and I just needed to wait. 

I received a letter dated, XX/XX/XXXX, regarding Moratorium Release. On have no idea how this letter applied to my situation. It seemed informative, so I disregarded it. 

I received a letter dated, XX/XX/XXXX. This same letter was sent to me twice via first class mail as well as certified mail with a return receipt. This lovely letter informed me that I had 30 days ( by XX/XX/XXXX ) to pay my past due balance of {$33000.00} in full or my home would be foreclosed on. XXXX XXXX to me! I called us bank on XX/XX/XXXX to ask about these letters. I spoke to XXXXAgent ID XXXX, who told me to disregard the letter. She informed me her notes said, on XX/XX/XXXX, my account was in underwriting still, but has been assigned to a new underwriter. 

At some point after this, I spoke to a representative that told me this was not processed in a timely manner and the plan was ... surprise surprise... no longer available!!! I was forced to choose another plan. The payment was $ XXXX-something. I said, no this is too much for me! I asked if US Bank would honor the original amount/plan since this was not caused by anything I did wrong ... the representative said she would escalate it to a supervisor and call me back to let me know. She never called back. 

I believe I spoke to another representative at a later date, and had the same conversation, again... no call back.

I received 2 identical letters dated XX/XX/XXXX asking me for additional documentation, again, it had nothing listed. 

I received a letter dated XX/XX/XXXX, telling me I qualified for a Stand Alone Partial claim. Where the payment was {$1600.00}!! I can not afford that high of a payment. This plan was nothing at all what had been previously discussed... it did not change the existing interest rate or other existing terms of the loan. 

I called on XX/XX/XXXX to ask about this letter and plan that was selected on my behalf, without consent by me, and I spoke to a male representative. I asked him to transfer me to a supervisor since he could not answer my questions. He transferred me to Loss Mitigation instead. From there, I was transferred to a supervisor, who told me to send an email stating no to these terms and to call back on XX/XX/XXXX. One of these reps name is XXXX. 

I sent this email to opt out, as instructed, on XX/XX/XXXX. 

I received a letter dated XX/XX/XXXX, that discussed the Stand Alone Partial claim, with a payment of {$1600.00} again. However, since it was date prior to my conversation on XX/XX/XXXX, I disregarded it. 

I received a letter on XX/XX/XXXX, informing me that my request for customer assistance was closed per my written request. 

I received identical letters dated XX/XX/XXXX, sent via First class mail and certified mail w/a return receipt requested, informing me that I had 30 days to pay {$35000.00} or my home would be foreclosed. 

On XX/XX/XXXX, I called US Bank and spoke to a representative who told me I had to choose a new plan. The plan I chose made the payment {$1400.00}, the interest rate was 3.125 %, maturity date XXXX/XXXX, and the balance would be on a non-interest loan due upon maturity or if I sell or refinance. 

I received a letter dated XX/XX/XXXX, acknowledging my call and informing me my request for assistance was being processed. 

I also received another letter dated XX/XX/XXXX, stating US Bank received documentation for the application and an appraisal may be ordered. 

I received a letter dated XX/XX/XXXX, informing me XXXX XXXX was assigned as my relationship manager because I applied for or was recently approved for a customer assistant program. 

I received a call from a representative asking me if I needed a notary to sign the documents that would be mailed to soon to finalize the plan. I said no, I could do it at my bank. I asked her what the amount was, and she told me she was third party and did not have access to that information. 

I received a letter dated XX/XX/XXXX, regarding finalizing the Stand Alone Partial claim... with a payment of {$1600.00} ... this letter indicated I had until XX/XX/XXXX to sign and return the paperwork in the prepaid UPS envelope. 

I called on XX/XX/XXXX and spoke to XXXX, a relationship manager, Employee ID XXXX, to find out what the XXXX was going on, and she told me the " task was not dropped '' by the last agent. That this task had to be dropped to trigger the removal of the Stand Alone Partial claim. ( Although, I received letters, as referenced above, indicating this had already been done. ) She told me she would take care of it and it would take approximately 3-5 days to process. Because this task was not dropped, she also informed me that the new plan I recently chose ( $ XXXX ) was never applied to my account.. She said she would watch my account and call me back so we could try to put me back on this plan. I was concerned that this was affecting my credit because I am no longer in forebearance, which I just spent the last year repairing, and she said no it is not being reported to the credit agencies.. She never called back. 

I called on or around XX/XX/XXXX and spoke to a representative. I was forced to choose another plan, because ... the previous plan was " no longer available ''. This plan has a payment of {$1400.00}. The interest rate has now increased to 3.5 % which infuriorates me!!! That's an additional $ XXXX which adds up to {$10000.00} over a 30 year loan!!!! My maturity date would be XXXX/XXXX/XXXX. And again the amount due would be placed in a non-interest loan due upon maturity, etc etc. 

I received a letter dated XX/XX/XXXX, confirming my call and request for this plan, with the amount as stated above. 

I received a letter dated XX/XX/XXXX informing me that my request for customer assistance has been closed!! 

I received a letter dated, XX/XX/XXXX, stating my application was received and additional information was needed. This letter included a Mortgage Assistance Application... 

I called on XX/XX/XXXX, and spoke to a representative that stated she was a relationship manager. She told me I did not need to fill out the application and to disregard it. She also informed me that I was NOT enrolled in a modification plan. She said the last agent did not do their job correctly, and asked me to choose another plan!!!! I was extremely upset and demanded to speak with a supervisor. She placed me on hold for an extremely long time. The call lasted 45+ min, so I was on hold for over 20 min. I eventually hung up. 

I called again today, XX/XX/XXXX, and spoke to XXXX, Employee ID XXXX XXXX explained that somehow my application was dropped. She said they had nothing on file around that time that would indicate I wanted this to be closed, so it was an error on US Banks side. She placed me on hold to try to reach a supervisor tonsee if she could get it reopened. She reached out to several, but was unsuccessful in getting ahold of one. I explained about my email back on XX/XX/XXXX asking to drop me from the Stand Alone Partial claim ( $ XXXX ). She believes this somehow made an agent drop me from the most recent plan as well. ( I don't see how, since the email was very specific, and all the correspondence leading up to this date has indicated otherwise. ) XXXX was very kind and helpful. She said she would call me back once she got ahold of a supervisor. 

I did receive a call from US Bank today, XX/XX/XXXX, after the call with XXXX, but when I answered, the caller hung up or was disconnected somehow. 

PS. I can scan in and provide all of the above mentioned letters via email. I may even have a few more tucked away somewhere. ALSO, I asked US Bank how to file a grievance, and they gave me an invalid email address at USBank.

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