Consumer complaint received 2019-04-04
Company: U.S. BANCORP
State: TX
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
On Saturday XX/XX/XXXX, my husband and I came in to view RV for our Retirement and the 2019 RV on the lot. The salesman asked for {$250.00} deposit for that unit and charged oir card and ran out credit. We went to look at the unit a second time and noticed that the refrigerator had kick dents all of the nottom, the closet had been torn off the closet and had to be repaired, as well as the gauges on the wood under the cabinets. We told him we did not want that unit and he said he woukd keep our deposit to put tiwards another unit he would have transferred from another location. We explained to XXXX we were not ready for an RV for another 2 months, since we had the put a road in and cut trees so that we could safely bring in the RV. We also explained to him.that we have to clear land and have a custom built building to house the unit to keep it safe from any weather damage. He called me on Monday and said they would have the exact unit delivered, so if my husband and I woukd like to stop by and look at it on Saturday, XX/XX/XXXX, it would be there. We arrived and looked at the unit and noticed that the second awning was missing, even though it was listed on the sales invoi e in the RV. We said we would have to get the bug screens put in and a Washer and Dryer installed in the unit, as well as the awning. He was fast talking and making us wait while he waited on new drop in customers, so he put us in a room to watch a video and to read terms tgat the company was not responsible for. He then came in and asked us whether we wanted gap insurance and warranties and said he woukd be right back to show us the total costs. We looked at the prices og gap insurance and the costs and my husband signed the paper. We were under the impression this was a Truth and Lending statement. Hecwas in a hurry to get back to another customer and grabbed the paper and left. We told him that my husband was moving onevof his 401 accounts to his company 401 account because we could borrow our own money for the down payment and it woukd take some time to transfer funds. Then we woukd have to request money from that account. It woukd take up to 7-10 days for each to occur and we were not in a hurry because we were not ready to receive the RV until all the work was done. That would be sometime between the end og XX/XX/XXXX to the middle of XX/XX/XXXX. XXXX said his manager had no problem with the time frame and woukd hold the unit for us until we were ready to do the walk through and take full possession. We left and about 10 minutes later, I received a frantic phone call from XXXX asking me to take a picture of my insurance information and send it to him. It seemed odd, but we were going to use XXXX on our RV anyway. I sent it immediately. Then it all started. He called me the next week asking if the money had goyten there yet. I told XXXX we were just there on Saturday 2 days before and XXXX had already called to make the transfer and it would take 7-10 days for the first transfer. He started to panic about the money and I said, we havent even done our walkthrough and we havent even closed on the RV. He said he was trying to get this closed by the end of XX/XX/XXXX for a XX/XX/XXXX closing. I reiterated what I had told him several times before. 
He then called me 3 days later and asked if I coukd pit the money on a credit card or several credit cards. 
I was getting really angry and told him he was being pushy and I did not like it. I explained AGAIN and he was panicking again. I did not understand what was wrong with him. He asked me about getting a call from XXXX from their maintenance dept. And I said yes and I tried returning his call 3x that day and I was disconnected 2 times and the 3rd time they were out to lunch. When I finally got in touch XXXX said it would take a couple of weeks to get the awning delivered so they could install it. I explained I was not in a hurry for it and I would make a tentative walk through appointment for Friday morning at XXXX since I only had Mondays and Fridays available to pick. I explained my husband would have to put in a request to take that day off from work, so it was tentative. He said he wouks email me a list of options to be installed on the RV. 
I never received it afyer a few days, so I called back this week and was told it was his day off Tuesday, so I could call back on Wednesday. I called on Wednesday and spike to XXXX, who informed me XXXX was oit having XXXX and he would send me the list which included an option for bug screens. I inforned him that was suppose to be included and the Washer and Dryer option. He was going to check with XXXX about it. I have not heard anything yet. A couple of days before that I told XXXX how uoset I was woth him when he divulged that the lian had already been funded before the end of XX/XX/XXXX. I was livid. I informed him that I did not understand how they coukd fund a loan when we had not signed our lian documents or given our diwn oayment yet, as well as not having a walk through on the RV. He said that he does this all the time and had been selling RV 's for a long time and they usually sell within a week or two. I said we have been deveived and he did representbus properly and was only concerned about the money aspect. He then said he would talk to his manager and get back to me. He then called back on XX/XX/XXXX and said they are going to delete the original and make a new one when we are ready to close and take posession. I asked him about a payment that was due XX/XX/XXXX and what about that. He said to ignore any paperwork that might arrive and I am not required to make the payment. I told him it better be done correctly ecause if he rui s! my husbands credit by not majing this payment, I would hold him and XXXX XXXX responsible. He had offered the week befire to pay the paymebt out of his commission and I had said that I just wanted the paperwork and chain of events to be correct and I am requiring a Truth and Lending statement this time. I do not trust XXXX or any of the information filteted through him from his manager. 
I have not heard from either his manager XXXX XXXX or XXXX XXXX since I emailed a complaint to them after I valled the Bank and found out that the lian had not been cancelled by them and the payment is still due by us. Please help us with resolving this problem with XXXX in XXXX, Texas

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