Consumer complaint received 2018-11-02
Company: U.S. BANCORP
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My family 's house was flooded in Hurricane Harvey last year in XXXX so we were misplaced. We were first told by US Bank in XXXX that we would be placed in a disaster relief program for Hurricane Harvey victims that will allow us not to be responsible for payments until the end of XXXX in where those payments would be placed on the back of our loan. When that time came, they then gave us new account manager who instructed us that the information we were given is no longer the case and that we would have to apply for that eligibility. We then applied and were offered a HAMP trial loan modification. We originally declined that offer and pursued a short sale status because we wanted to sale the house. However, we were unaware of the impact a short sale has on your credit and ability to purchase another house. So as we waited to get approved for the short sale status I was speaking with our US Bank relationship manager XXXX XXXX on Friday XX/XX/XXXX when I asked her if it was possible to go back and approve the HAMP Trial. She then placed me on hold and said she would go ask her supervisor. She came back online and said, yes we could go back and place you in the HAMP trial and that all we would have to do is sign the approval form and send it back to them. I then email her on XX/XX/XXXX asking for the form because I did not receive from her yet. When I got no reply I called in and got another relationship manager XXXX XXXX who sent me a different form by mistake, then once I informed her she sent the right form. I then signed the form and sent it back on Monday, XX/XX/XXXX at XXXX with a requested approval letter. I then made my first payment for the HAMP trial on XX/XX/XXXX as XXXX XXXX requested me to do so over the phone. 

On XX/XX/XXXX I called the customer service number to ask about my second payment being sent in and was then told by the Relationship Manager who answered the phone and placed me on hold for about five minutes that I was no longer in any mitigation programs at all. I kindly explained to her that I was approved for the HAMP trial, but she kept repeating that I originally denied the HAMP trial so I can no longer proceed with it. I explained to her the situation and she just kept repeating that I denied the HAMP trial and could not be approved for it. She then transformed me to a supposed manager named XXXX who repeated the same thing over and over again and told me we would have to re apply for any assistance with our loan and that our loan has been out of a mitigation program since XX/XX/XXXX. Essentially, everything that was done to approve the HAMP trial in XXXX was no longer valid. I told them I have documentation and they said just file a complaint. No one apologized for this. No offered any assistance to rectify their mistake. They just kept insisting that I denied the first offer of the HAMP trial even though approved for us to do it again in XXXX. As Hurricane Harvey victims who did not ask for this, we feel we are being grossly mistreated and that US Bank should honor what they said they would do. We plan to take this matter public so everyone can know how US Bank treats victims of Hurricane Harvey and goes back on what their documented promise of assistance.

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