Consumer complaint received 2021-10-27
Company: U.S. BANCORP
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
During COVID my husband and I went on a forbearance program for our mortgage with US Bank for 5 months ( XX/XX/XXXX through XX/XX/XXXX ) We were receiving paperwork in the mail stating by signing we accepted the forbearance period amount ( {$8900.00} ) would go to the end of our mortgage loan. We had issues submitting this paperwork first due to US Bank failing to change my last name which I had requested multiple times before. Because my name was incorrect the notary would not sign and send for us. We eventually were able to sign these documents providing proof of my marriage license to the notary and submitted them to US Bank. We then a couple of weeks later received a letter in the mail stating we were behind on payments and that US Bank would put us through a foreclosure. This is when my husband had called and a US Bank representative told us they had seen our signed papers and we had nothing to worry about. We were assured we would not lose our home due to this issue. During this phone call and a few others the representatives each time stated they had taken notes. These notes and phone calls state we were up to date on payments. Although when we would receive our mortgage statements it had always shown we were past due. This is why we had multiple phone calls with US Bank. US Bank states all calls may be recorded at the beginning of each call, so if necessary these phone calls should be able to be pulled. 

We are currently trying to refinance our home and had a conference call with the credit company to verify we were up to date on payments and all of a sudden US Bank had changed their story. Now this week we are receiving tons of mail stating they will be putting our home up for foreclosure if we do not become current on the " late payments ''. Also stating they reserve right to accept or deny our partial payments of the total amount due without waiving any of their rights including the right to proceed in foreclosure. I have also just now received a letter dated XXXX XXXX that US Bank has recently received my request to change my last name and asking for documents I have already sent them through email multiple times in the past year. 

We find it suspicious that all of a sudden when we are trying to refinance our home, now we are " late '' on payments and are receiving numerous letters Dating from XX/XX/XXXX through the XXXX of XXXX saying we could potentially lose our home through foreclosure. We have been making consistent payments since XXXX of XXXX when our forbearance was over. These payments have been processed and accepted by US Bank. All of which we have proof of. During our latest phone call with US Bank on Thursday XX/XX/XXXX with US Bank representative XXXX they had tried pushing us through a refinance program with US Bank. They had given us about three options and highly recommended we had made a decision over the phone immediately and would not send us these options via email. We had requested to have these refinance options sent to us through email so we could review closer if this was our only option, but were denied that request.

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