Consumer complaint received 2021-09-21
Company: U.S. BANCORP
State: OK
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
My mortgage was put on a covid19 forbearance beginning in XXXX of last year because I lost my job due to Covid. I was ahead on the loan and even paid one payment after I lost my job because I hate not paying bills. XX/XX/XXXX, I called because I got a job and also knew my last eligibility month was that month. The person I spoke with did not give me all of my options I was eligible for for repayment, so I ended up hanging up and speaking with an escalations team XXXX XXXX. She was able to provide me with two viable options, and I picked the combo partial claim modification in which my escrow shortage was applied back into the loan and the missed payments were sent to HUD with a second lien ( which I am very angry about, but had no choice ). She let me know that they'd send paperwork for me to sign and have notarized and once they got them back, my loan would go into admin status and be due XXXX, and that I should NOT make a payment until the new payment is processed. I did what they requested, and then on XXXX XXXX, they told me the stamp was somehow illegible from the notary and they'd resent paperwork. It took me about 3 hours total of hold time to get someone on the phone to find out why, because when they called, they didn't leave a message and I was at work trying to pay for the house. I have XXXX  XXXX XXXX so I knew ahead of time what they were sending. The letter enclosed just said " there's a problem with your documents. '' Didn't specify what the problem was, just told me to redo the paperwork in hopes of not making the same error. I finally was able to figure it out, and they said they'd have a mobile notary contact me. The second set of paperwork was due to them XX/XX/XXXX. NO ONE called until that night when I'd already had to pay a second notary. I'd called US Bank multiple times and reached out on their social media to try to get a different notary called and was not able to get anywhere with them. I had the documents there XX/XX/XXXX, and had to call XX/XX/XXXX to see if they had looked at them. They had not, and today is the XXXX and they STILL have not looked at them, even though I had to jump through hoops to get the second set back to them. I am very upset that it is like an act of congress to get anyone to speak with me. I had a Mortgage assistance provider assigned to me at the very beginning of the forbearance, XXXX pointer, and have yet to get any emails back from her or phone calls from her. Now, they're going to cause me to be another month delinquent because they told me not to make any payments, but they have NOT put the loan in admin status despite the paperwork being received. They're literally the worst customer service. I have been speaking with XXXX from their social media team and even HE can't get any answers for me. He is the only person from their team aside from the lady I spoke with XXXX XXXX who is worth anything as far as communication goes. He has probably spent an equal amount of time working to get me answers and can not. He himself opened a customer advocacy complaint with them, and those people just don't care. I am at my wits end here, because I am literally TRYING to pay this mortgage and they're sitting on this paperwork that I've now paid to have notarized TWICE.

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 monetary relief