Consumer complaint received 2021-05-14
Company: U.S. BANCORP
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I seek your assistance to ensure due process for those who applied for Forbearance Mortgage Assistance and Mortgage Assistance Programs through the US Bank. 
In XX/XX/XXXX, I submitted my application to the US Bank Mortgage Assistance Program. On XX/XX/XXXX, the US Bank emailed me and stated that I needed to explain an extra {$3000.00} to my income. 
On XX/XX/XXXX, I called the US Bank and verbally explained that my oldest child and only XXXX unexpectedly passed in XX/XX/XXXX. And because her life insurance with my State benefits expired on her XXXX birthday, I had to pay for all her funeral and burial costs. The funeral and burial expenses were not in my budget. Therefore, as the single XXXX XXXX XXXX XXXX, I XXXX extra university classes to earn more money to help keep my family afloat. The Customer Service Representative told me that I needed to email documentation to verify that information. 
Thus, on the same date, XX/XX/XXXX, I received the US Bank 's email. I also emailed the US Bank a written explanation documenting my university 's pay-schedule dates and contracts of the extra courses I XXXX Please note that I regularly made mortgage payments when while I was on the US Bank forbearance program. 
The US Bank mailed me a letter dated XX/XX/XXXX, stating my consumer mortgage assistance application was closed because I did not explain why my income increased by {$3000.00}. The US Postal mail is slow. Hence, I did not receive and read the US Bank letter until XX/XX/XXXX. 
After reading the letter, I immediately called US Bank and spoke to XXXX on XX/XX/XXXX. XXXX reviewed my US Bank electronic file, and she too was perplexed because my written explanations of my XXXX XXXX  unexpected death and the additional {$3000.00} documentations were noted in the US Bank electronic files. She told me she would forward the matter to management and to call US Bank in a week to obtain an update. 
On XX/XX/XXXX, I called to follow up and was rudely told by a Customer Service Representative that : 1 ) My case and application were close 2 ) The US Bank electronic files did not have any written or verbal XX/XX/XXXX documentation explaining the extra {$3000.00} income 3 ) I could not appeal the US Bank decision 4 ) I would not be able to speak with a supervisor. 
Knowing she was not telling the truth, I challenged her on her unprofessional and incorrect responses. Subsequently, she put me on hold but never returned to the call. 
Therefore, I immediately called the US Bank again seconds later, on XX/XX/XXXX. This time, I spoke to another Customer Service Representative, her name was XXXX. XXXX told me that my application was denied because the Customer Representative I spoke with on XX/XX/XXXX, did not note in the US Bank electronic files that I verbally explained the extra {$3000.00} income.

She stated documentation I emailed the US Bank on XX/XX/XXXX, was unnecessary. XXXX said that the US Bank that I just needed me to provide them a verbal explanation of the extra {$3000.00} reflected in income. She stated even though the US Bank had the documentation I emailed on XX/XX/XXXX, because the Customer Service Representative did not provide any electronic notes in the US Bank 's system, my application was denied for being incomplete. 
XXXX put me on hold and said her supervision would review the recorded XX/XX/XXXX, Customer Service Representative to assess if I " verbally explained the extra {$3000.00} income ''. XXXX also stated the US Bank would put me back on the US Bank forbearance program effective XX/XX/XXXX. She assured me I did not have to worry about losing my home. XXXX then directed me to call the US Bank back on Friday, XX/XX/XXXX, to receive an update on the US Bank 's internal investigation of the XX/XX/XXXX customer service call. 
On XX/XX/XXXX, I called and spoke to a Customer Service Representative. Her name was XXXX. She informed me that while the US Bank electronic files show that I called on Monday, XX/XX/XXXX : 1. The Customer Service Representative, XXXX, never put any electronic notes in the US Bank IT system about any such internal investigation of the recorded XX/XX/XXXX customer service call 2. On XX/XX/XXXX, XXXX nor her supervisor never re-instated me back on the US Bank mortgage forbearance program as I was told they did 3. As XXXX verified on XX/XX/XXXX, XXXX also confirmed that all my dated ( XX/XX/XXXX ) documentations were in the US Bank electronic filing system.

4. On XX/XX/XXXX, XXXX legitimately put me back on the US Bank forbearance program, so my home would not be in jeopardy of being foreclosed.

I am requesting that the US Bank 's closed and denied federally subsidized mortgage assistance programs applications are randomly reviewed to ensure equity and due process on behalf of me and other US Bank customers. 
I also want the Consumer Financial Protection Bureau to review recordings between the Customer Service Representatives and me. Then compare the verbal dialogue between us with the US Bank 's electronic customer services notes. My calls with the US Bank Customer Service Representative were lengthy. I want to ensure that no systemic maleficence is occurring at the US Bank Mortgage division.

Any United States bank or lending institution that bases federally funded mortgage assistance decisions solely on electronic customer services notes while invalidating submitted written documentation does not appear sensible, legal, or ethical. Customers are at a severe disadvantage if, in my case, the Customer Services Representatives do not leave any electronic notes in the banks ' electronic filing system. Below are the dates of my specific Customer Services calls were : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX COVID-challenges and life have been hard for many Americans. More important, as a federal agency, I am certain that you concur with me that any unethical and potentially illegal banking practices of federally subsidized mortgage assistance programs can not be tolerated or overlooked.

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