Consumer complaint received 2018-07-19
Company: U.S. BANCORP
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX, I secured a job in the area of XXXX XXXX with XXXX ; XXXX XXXX XXXX ( XXXX ). While working for XXXX, I was in the process of a modification for my mortgage with XXXX XXXX XXXX XXXX aka US Bank. Throughout the period of my employment with XXXX I remained in constant communication with US Bank. Periodically I would return to XXXX XXXX to check on my home. 
On XX/XX/XXXX, I returned to XXXX, XXXX to respond to a court case of identity theft. Since the power was temporarily suspended at my home, I elected to stay at a hotel. In XXXX and XXXX I was the victim of identity theft. XXXX XXXX XXXX XXXX was charged with allowing my financial information to be compromised. The Court found XXXX liable and ruled in my behalf. 
The next day I went to check on my house and found that it had been vandalized. Several items had been stolen, including the contents of my safe deposit box which was hidden behind a wall in the downstairs closet. This included not only jewelry but cash and currency which I had collected over the years from my international travels. Additionally, my custom blinds were broken, the floor was littered with trash from food wrappings, taped personal storage boxes had been unsealed and rummaged through, and my garage door was broken. The nature of the trash suggested that someone had been living in my home. ( See pictures taken ) ( Attachment # 1 ). 
The police was contacted and a report was filed which included forensics. ( See attachment # 1 ). 
When I advised US Bank of the vandalism they suggested that I contact the two companies they had hired and had given access to enter my house. The companies were XXXX XXXX XXXX and XXXX XXXX, a Property Preservation Company. ( See attachment # 2 ). I had not authorized US Bank access to my home nor had I authorized any third parties access to my home. These companies were provided access without my knowledge. As such, US Bank assumed a fiduciary responsibility for the security of my home and should be liable for any theft or damage which occurred. 
After the police report was completed, I returned to the XXXX XXXX area. The next time I came down I discovered that a cypher lock, the type which used to be used by real estate agents, was attached to my back door. This lock apparently held a key to the new dead bolt lock. There was evidence around the hole for the dead bolt that it had been forcibly removed ( bent metal with sharp edges ) in order for the new dead bolt lock to be inserted. Inside the house were visitation sign-in sheets from various companies The dates on the sign-in sheets were XX/XX/XXXX and XX/XX/XXXX. However, nothing was taken at that time because everything was in storage and I was not completely moved back. ( See XXXX signing sheet ) (  Attachment # 2 ) After notifying US Bank of the horrible situation and after I sent them via e-mail the pictures of the vandalism from XX/XX/XXXX, I was under the impression that since I requested that US Bank send an inspector to see the damages that they was going to comply. These pictures were sent to Ms. XXXX XXXX. The last communication that I had with Ms. XXXX was on XX/XX/XXXX and XX/XX/XXXX when I sent the pictures again. I never heard from anyone at US Bank despite the many telephone messages and inquiries concerning this vandalism. 
Because I was unable to complete a required certification, my employment with XXXX was terminated. Around XX/XX/XXXX, I entered into a forbearance agreement with US Bank. 
The forbearance required that I call US Bank every XXXX of month and report to them the status of my job search. I did so until my car accident on XX/XX/XXXX. At that point I could not call US Bank. As a workaround, I provided my ex-husband, XXXX XXXX with a power of attorney to inform US Bank of my condition. Mr. XXXX tried on numerous occasions to contact the bank and inform them of my accident but US Bank would not speak with him. On my behalf Mr. XXXX submitted a mortgage loan modification to US Bank but a response was never received. ( See attachment # 3 ). 
Because my mortgage payments are in arrears, US Bank has initiated several ( apparently ) automated foreclosure sales on my home since XX/XX/XXXX. Each sale was suspended due to agreements I was able to reach with US Bank. 
On XX/XX/XXXX, I was once again the victim of a break-in while I was out of the house. This time there was no evidence of forced entry and the previously replaced dead bolt lock was unlocked and the door left open. Among the items missing/taken were a brand new TV, remote controls, and a fairly new XXXX Cellphone. The thief either had a copy of the dead bolt key or had access to the previously mentioned real estate lock box hanging on the door. Again, I called the police and a report was filed. ( See attachment # 4 ). 
I find several actions by US Bank to be questionable and lacking empathy. They have assumed no liability for my losses which occurred due to their lack of oversight. They have showed me no compassion and no respect for my privacy and well-being. 
In XXXX after I secured my job with the XXXX, I purchased an umbrella policy with XXXX XXXX XXXX in XXXX XXXX. In addition to the theft inside my home, there was also storm related damage to the outside of my home. During my time in the XXXX area, a tree in my front yard had snapped from storm winds and damaged the gutter on the front of my house. There was also damage to the front railings, front storm door and the fence. 
As a result, two ( 2 ) Claims were filed with XXXX XXXX XXXX XXXX. The insurance company has adjudicated the claims, found them to be valid, and awarded payment for repair in the form of checks issued under my name and US Bank. I endorsed the checks and forwarded each to US Bank for their endorsement and placement in escrow for the payment of repairs : 1. Check # XXXX XXXX in the amount of {$1400.00} and 2. Check # XXXX XXXX in the amount of {$4000.00} ( See attachment # 5 ). 
We have gone back and forth several times on what is covered by the insurance company funds. This has delayed repairs. The gutters were finally replaced by XXXX on XX/XX/XXXX ; however, I still need to repair the railing which have an estimated repair cost of {$1600.00}. 
On XX/XX/XXXX, I received a check from US Bank in the amount of {$1000.00} under my name and the name of XXXX for the repair cost of the gutter. The deposit of this check has been delayed pending endorsement by XXXX. ( See attachment # 6 ). 
On XX/XX/XXXX, an e-mail was received from XXXX, the contractor who will be performing the work. According to this e-mail, the contractor informed me that in order for them to order the materials and provide me with an installation date, they will need 100 % payment upfront. ( See attachment # 7 ). 

On XX/XX/XXXX @ XXXX XXXX is my court date to answer for the repair of these two items. The Judge has already provided me an extension. As such, no more extensions will be granted. ( See attachment # 8 ).

XXXX XXXX XXXX XXXX, despite several calls and letters, has withheld payment for the railing. Their actions have placed me on the verge of violation of a court order. Without the insurance funds I do not have the money to cover the cost of the repairs. US Bank has been unresponsive to the urgency of the matter even though they have received the necessary funds from the insurance company to cover the cost of the repairs. US Bank is refusing to promptly provide me with the necessary funds to fully comply with the summons. 
On XXXX, XXXX, XXXX, I received a letter from US Bank stating that due to the bankruptcy status of my account, the requested copy of the XXXX XXXX check was sent to my bankruptcy attorney, XXXX XXXX XXXX. This is a clear abuse of authority. ( See attachment # 9 ).

I sent a response to US Bank stating that this is not the first, second and third time that I have requested these checks. I have contacted US Bank on numerous occasions to no avail. I informed US Bank that those checks were endorsed and sent to US Bank long before I filed for bankruptcy. Insurance company funds should only be used for repairs base on the submitted claim, not for mortgage payments. US Banks actions have forced me to file for bankruptcy in order to protect my home and the harassment suffered as a result of my last modification. US Bank authorized third parties to enter my home without my acknowledgement which resulted in my home being vandalized and damaged. Because of their lack of oversight I do not feel safe in my own home. 
US Bank has failed to protect me and my home. This failure has cost me thousands of dollars resulting from theft. And their delay in forwarding the necessary insurance funds for needed repairs has left me vulnerable to court charges. Their actions appear both unethical and unprofessional. 
US Bank was informed that the insurance claim funds should have never gone to the attorney, XXXX XXXX XXXX since the repair mandated by the City and Court needs to be done by me and most importantly it needs to take place before XX/XX/XXXX. US Bank has been made aware that the Judge would not be granting me any other extension. This action by US Bank shows a stunning lack of empathy for the customer. 
Lastly, I informed US Bank that I will do and seek any methods necessary to have all these issues investigated by the appropriate authority. 
I have been in communications with the Detectives from the XXXX XXXX in XXXX XXXX and the XXXX Attorney concerning the theft which occurred in my home. Even more disheartening, the detective handling the case has informed me that no one from US Bank or any of the companies they authorized to enter my home has returned his calls. 
I hereby request that an investigation be initiated as to the instruction/conduct/harassment and ethics of US Bank. This request constitutes a lawful demand for information and for compensation for everything that was stolen and damaged in my house.

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