Consumer complaint received 2018-10-01
Company: U.S. BANCORP
State: OK
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Attached you will find receipt of timely monthly payments since mortgage inception dating to last XX/XX/XXXX.

XX/XX/2018- we arranged to change our Home owners insurance to a new company. to begin XX/XX/XXXX. 
When we received a refund check from our old Home owners insurance company and we contacted US Bank to ask them how to proceed, they stated it would be faster for us just to pay a years premium and send them a copy of the receipt and gave a website and pin information to log in with that receipt. We purchased the years insurance and sent the copy and new insurance information XXXX18 at XXXX. XXXX stated they received a duplicate payment on XX/XX/XXXX for the {$2300.00} from our Mortgage company. Meaning after they instructed us to pay the year premium they did also. The mortgage company monthly payments still reflected the outrageous premium from our old home owners insurance provider and refused to adjust the paperwork they had received but acknowledged that we had a new insurance provider. The Mortgage company was only trying to continue our escrow reflecting the outdated amount, they were now including a charge for the overpayment of the homeowners insurance which was the result of THEIR overpayment. Our new insurance company returned the overpayment to us instead of back to the mortgage company, which we sent back to the mortgage company via 2 day Fed ex to arrive on XX/XX/2018, tracking number XXXX. We were in contact with the mortgage company many times during the month of XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXXto get this issue resolved, which they would not allow contact with any upper management or supervisor and they refused to adjust the account. They stated they review escrow once a year unless an adjustment is specifically requested. We stated that they had received the new information which greatly reduced our premium and would actually result in lowering our escrow a bit, and they were responsible for updating account information as it was received. I have made my monthly payment as to the paperwork signed in mortgage every single month, and they have begun to withhold my payments and send me letters that stating that I have not made a mortgage payment for the month with is utterly false and their own records SHOW they received the payment, they just wont apply it. It is now XX/XX/XXXX, they still have not made all the necessary updates that any professional company should regarding customer accounts PLUS they are harassing me two to three times a day with phone calls stating that I am behind on my payments and threatening continuously to damage my credit report. XX/XX/2018 They told me they would have the account straightened out by XX/XX/XXXX and would send a new statement reflecting the updates. I told them that if they didn't get this figured out since it was their departments I was filing a complaint with their regulator, and I did file a complaint with the OCC on XX/XX/2018. I received a letter from the OCC stating they were turning the issue over to the correct department and have never heard back. PLEASE HELP.

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