Consumer complaint received 2018-04-27
Company: U.S. BANCORP
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
All my issues began XX/XX/XXXX and still has not been resolved as of today, XX/XX/XXXX. On XX/XX/XXXX I called mortgage customer service to make my XX/XX/XXXXpayment. The customer service lady told me I owed over {$3000.00} and was I calling to pay the balance. I told the lady there had to be some type of error because I had proof of paying my mortgage each month. She transferred me to XXXX XXXX. He reviewed my account and said everything looked good and He didn't know where the balance came from and would check into it and call me back in a few days. A few days called and He never called me back. I attempted to call him but was never able to reach him. By the 3rd week of XX/XX/XXXXI had no resolve. I called XXXX  again, but I was transferred to a woman, who practically told me it was my fought for being behind due to not paying my mortgage. I told the lady that was untrue. She put me on hold and came back with a different attitude. She informed me that escrow said I owed over {$3.00}, 000 for home insurance they bought for me and once I pay it then they can turn around and give me the money back as a refund. I told them I had sent in documentation at the beginning of the year that I had my own insurance and because they put it in the system late I shouldn't be penalize. Escrow dept told me that once an insurance for me is added they can't update it until a year later. I informed them that I didn't have that type of money and it doesn't make sense for me to pay it just to get it back. I was told there was nothing they could do, but for me to pay the money. The lady gave me three options1. Pay the money 2. File a complaint 3. Sell my house or we if I qualify for a payment plan. I filed a complaint and they were ready to resolve it by crediting me for the months I actually had insurance. I thought everything was good. 2 weeks later I get a call that I still owe for XX/XX/XXXX. Mine you they they added my XX/XX/XXXX payment to XX/XX/XXXX which looked like I never paid XX/XX/XXXX. So I filed another complaint to get my payment credited to the correct month. I was told it would me another week and that by XX/XX/XXXX it should be fixed. WhenXX/XX/XXXX came I was getting calls that I still owed for XX/XX/XXXX. I had to explain the situation over and over again over 8 weeks. I talked to at least 10 different people. I called the mortgage company again and I was told the wrong work order was requested and it did not go through. So they had to do another and it would take another week. I was told that I had an overage in my escrow account and that would be applied to XX/XX/XXXXto bring my account current. I was also told not to pay XX/XX/XXXX's mortgage until XX/XX/XXXX was fix. OnXX/XX/XXXX customer service called again and I explained the situation again then was forwarded to a supervisor name XXXX. XXXX reviewed my account and stated that it appeared that the wrong work order was completed the last 3 time and that's why an update was not given. She stated she talked to the escrow unit and they are to fix my case within 72 hours and because I have an over of 1100 in escrow I only owe XXXX for XX/XX/XXXX. She said she will watch my account to make sure it updates. We will see ... they have missed up my credit these past 2 months ...

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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