Consumer complaint received 2022-01-07
Company: U.S. BANCORP
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX : Talked to XXXX ( ID : XXXX ), XXXX Account has not been looked at even after escalation. XXXX sent out a follow up email. Original trial plan payment was {$3600.00}. The new trial amount is {$3800.00} which is not acceptable and is {$160.00} higher and is setting us back by 3 months on a mistake US bank made and not with us as borrower. Per XXXX, need to call back next week for status update. This is about the 10th calls I made to US bank within a 3 months time frame with wait time over 60 minutes XX/XX/XXXX : Talked to XXXX  ( ID : XXXX ), XXXX Communicated that we do not accept to start the process again under the 2nd trial plan as it was not our mistake. XXXX sent an email with screenshots to escalate the account requesting to keep the first trial plan. XXXX confirmed it was not a payment issue as other representatives have communicated ( they told us these payments were misapplied but they never fixed it on their end despite multiple calls from us to correct ). First trial plan termination issue was because US bank made the mistake of termination the program due to missing paperwork. However, we submitted the required paperwork in time ( on XX/XX/XXXX ) while the deadline was XX/XX/XXXX ( XXXX confirmed receipt which showed XX/XX/XXXX and included screenshot to escalation team ). XXXX informed to call back after the Holidays for status update if they dont give us a call back. 

Talked to XXXX ( ID : XXXX ) First trial plan was canceled due to unknown reason ( clarified with XXXX above as due to US bank making a mistake of not seeing the timely submitted paperwork ). Requested paperwork was submitted by borrowers on time and prior to deadline date of XX/XX/XXXX. Document was uploaded via US bank online portal and also to their intake email at XXXX on XX/XX/XXXX. XXXX reactivated the account under a new trial plan as she told me that was my only option beside the loan add back of overdue amount ( not acceptable at this point ). New trial payments due XXXX, XXXX, XXXX ( do not pay early, only pay within the month and by calling in the mortgage assistance program team ). Instructed us to not make any payment until XX/XX/XXXX. This is not acceptable as it was not borrower 's fault. Will be calling back to speak to another US Bank agent. 

XX/XX/XXXX : Talked to XXXX ID : XXXX Called multiple times before this already. Representative is escalating to the manager for an extension on required paperwork beyond XX/XX/XXXX. Request for new deed was received via mail a few days before XXXX XXXX. The time is too short as the Recorders Office does not take walk-ins, only by appointment and by mail. The next appointment is not until XX/XX/XXXX. XX/XX/XXXX appointment is booked. Waiting to hear back if the manager will approve the extension to submit a recorded document transfer the grant deed back to under borrowers ( from family living trust ). Currently applying for Streamline Modification. 
Request for Mortgage Assistance ( RMA ) not needed - planning to submit anyway to make sure. Account is currently on hold. When sending documents please add Last Name and acct number. Discussed with XXXX, ok to send in the final new notarized deed ( before recording ) and explain the situation via mail to XXXX XXXX

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