Consumer complaint received 2020-05-02
Company: U.S. BANCORP
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have been significantly impacted by COVID-19 as a restaurant worker. My last day worked was XX/XX/20. I called US BANK Home Mortgage a few days later and waited patiently on hold for 2.5 hours to speak to someone. Once I reached a person, I worked with her to create a deferment arrangement and was told I would have no payment due for 6 months and that I would be connected to a " relationship manager '' to help me along the way. 

Fast forward, I get a letter in the mail stating that my deferment is not actually a deferment, but a modified payment ( which I also can not afford ). I attempted to call my " relationship manager '', XXXX XXXX at XXXX ext XXXX many times. Every time I have called, the voicemail is full. 

I sent two emails, both have gone unanswered. 

I finally called again and waited another two hours on the phone. The person I spoke with stated " I see here that you have no payment due. Oh wait, I also see that you have a modified payment arrangement. '' I asked her which it was, no payment or a modified arrangement. She said she couldn't tell. I asked for the supervisor of XXXX XXXX. I left a voicemail with a person named XXXX XXXX at XXXX. To date, I have received no return message. 

I continue to receive threatening letters about losing my home, yet I can not speak to anyone about it. The most recent letter I received states, " the longer you wait the harder it will be to find a solution. '' This is insulting. I have tried numerous times to resolve this and can't get anyone on the phone or anyone to email me back. 

Today, I gathered the money to make the modified payment ( according to the deadline XXXX ) but when I logged in to make a payment, it states that I am unable to make payments, that I need to call the same number I have called many times and either waited on hold for exorbitant amounts of time or reached a full voicemail box. 

I have the money to make a payment today, and no way to make the payment. I am tired of receiving threatening letters and being unable to reach anyone. This is a pattern with US BANK. Last time I needed mortgage assistance because of XXXX, I was told that if I missed payments they would work with me to get me into a program. I did everything they said to do, and then waited patiently, only to call back and be told that my information was never entered into the system. I have proof that I sent it. I go ahead and send it all again and then the next communication I get is that I need to make a {$2900.00} payment or my house will go into short sale and they gave me two weeks to act on it. I was under the impression they were going to *help* me, as they stated. This was no help at all, in fact it was the exact opposite. I could have managed to make at least part of my payments if they would accept late payments online. They won't even accept a payment one day after the 30 days. How can you be expected to keep up with your payments if you can't ever get caught up because they make it impossible to make payments as you get the money? Trying to call has always been a nightmare. This company is severely mismanaged.

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