Consumer complaint received 2020-05-29
Company: U.S. BANCORP
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mother passed away in XXXX of XXXX and willed the house to my sister and I. My sister and I agreed on a plan to pay-off the house. Unbeknownst to myself she stopped paying the mortgage for a few months and the balanced skyrocketed. Since the beginning US Bank Home Mortgage has dropped the ball. There was a whole debacle in regards to successor in interest which was proved, but each time they called they insisted on asking for a deceased person even though I provide my name and contact info and let them know my mother was deceased yet they continued to call my phone each time and ask for her. I was told they couldnt speak with me after wasting my time calling me and asking me to verify information because they didnt have the proper information documented or trained their call center properly. I sent in a payment of about XXXX back in XXXX to bring the balance current and to finish paying off the loan. They rejected the payment on the grounds it wasnt sent the right way, yet and still I sent the money western union quick collect. It was a total fiasco, because the money got held up for additional time which in this case time was of the essence yet there was a total disregard for the consumer or the fact that interest and time was running up and wasting away. I decided to give up. So, about a month ago they started harassing me again being that the house had went to into foreclosure. This caused me XXXX XXXX  and XXXX and made me XXXX. I decided to give it one more shot. I call around the XXXX and XXXX of XX/XX/XXXX and requested how much it would be to pay off the foreclosure which I was lied to because like I said these random unknowledgeable people they hire that are learning on the fly about the rules and regulations because NO ONE knows whats what and is constantly transferring you to the wrong department thats always closed anyway. Anyways, I was emailed what I was told would be the payoff amount the amount that would be needed to clear the debt, but when I called back just to double check because the language of the letter was ambiguous and again none of their call center reps know whats going on and low and behold I was told that what I received was NOT a payoff quote, when that what I specifically asked for but the reps on the line XXXX, XXXX, and XXXX all told me I was lying after reviewing the phone call and would not let me listen to they call because I know what I requested ; what would be the point for anything else. I can tell they were passing the phone to colleagues etc. just to get me off the phone per usual. Id like this company investigated for their policies and practices. Id also like a full investigation into what is going to be done versus keep trying to pass this fault off on the consumer. Whos going to hold US Home Bank Mortgage accountable? Something needs to be done starting at the top all the way to the bottom because in a situation with a mortgage it needs to be taken more seriously instead of hiring a whole bunch of half trained underpaid people that dont care about what theyre doing. It is absolutely ludicrous.

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