Consumer complaint received 2022-03-30
Company: U.S. BANCORP
State: MD
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
Sir/Madam, I am writing with concerns of my mortgage modification and would like to make a formal complaint against US Bank XXXX I was in the COVID-19 relief program that ended in or around XXXX XXXX and I was offered a mortgage modification to proceed with my mortgage payments. Once the agreement was created, I was sent documents in early XX/XX/XXXX via XXXX. I completed the documents and returned them and I never heard back so I called for an update. For several months I have been sent numerous of documents and given multiple excuses i.e.. they were late, not received, a mistake, etc. In XX/XX/XXXX, I was sent another set of documents, completed those as well. When I called the bank to check the status, I was told that everything was complete and approved. I noticed my online account was not updated nor did I receive any documents so I called once again. When I spoke to a representative, I was told that the modification had been canceled. I spoke with several representatives before I was given a reason why. After their investigation I was told that the documents did not reflect the proper signature and how my name needed to include my middle initial. I was sent another set of documents, this time I requested the bank set me up with their notary services because I was also told in a separate conversation that my notary covered some wording with her stamp. I was contacted by the notary service and that same day, I was able to get the documents completed on XX/XX/XXXX. The notary showed up with her own set of documents and the return envelope as well that displayed my information. The notary took the documents to mail off. I called two days later to check the status and I was told they never received them. I called the notary inquiring about my documents, and I was forwarded the confirmation that showed US Bank in fact did receive the documents. I called back with the date the documents were received and who signed for them. No one was able to locate the documents and my case once again had to be escalated to a supervisor and I waited for a return call which never happened. When I called back for an update, the documents were received, but then I was told by a very rude representative or supervisor that the documents were not accepted because they weren't sent in the correct envelope. Another day I spoke with a representative and I was told the documents were in the XXXX lockbox and she didn't see a reason why the documents could not be reviewed if US Bank received them. While I waited for the return call, instead I received the documents in the mail stating that the modification had been completed and it was signed, notarized and dated on XX/XX/XXXX. As before, I called because my account had not been updated and again I was told the modification was canceled. When I explained the documents I received and that it was complete, I was placed on hold until someone could figure out why it was canceled. Nothing was resolved in that call, but the next one it was explained to me that it was a mistake done on US Bank 's part and someone accidentally canceled and the error was their mistake. Again, while it escalated and I waited on my return call, I received calls to collect a debt of about {$50000.00}. When I contacted the bank, I spoke with a supervisor that was rude and said the documents were not accepted even though I had a set saying they were. The supervisor denied having those documents on file, he proceeded to say they were late, they were never received, etc. I filed a complaint on XX/XX/XXXX explaining the situation and received a call on or around XX/XX/XXXX. The representative stated to me they decided to reopen the modification but I would be responsible to pay for XXXX ( XXXX ) - XXXX. ( XXXX ), which was over {$5000.00} and I do not have that.

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