Consumer complaint received 2020-09-25
Company: U.S. BANCORP
State: NC
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
I was given a forbearance on my primary mortgage with US Bank back the all of this COVID crisis started, not for my inability to pay but simply because the future was uncertain and I felt it would be smart to do so. When the forbearance ended I made the multiple payments when they were due and got caught up. I have never missed a mortgage payment, I consider paying on time, paying late. I usually pay weeks before a due date. I have impeccable credit. 

I regret not keeping better records of the dates and bills to which I am now going to address, but you expect not to have these types of issues, so my explanation will be recalled from memory. 

Months ago, maybe XXXX, I get a bill of XXXX due for my HELOC with US Bank. I thought this was odd, but considering many times I pay more than what is due, I though perhaps I actually do not owe ( when I thought that I should ). I did not spend the money, but put it aside in case later I found out that they had made a mistake. I month or 2 later and get a bill 3 or 4 times larger than I expect, ( more than it should have been even if there was an earlier mistake ) disturbed and upset, I pay it, but only because I didn't want to deal with the back and forth and headache and stresses that come along with trying to resolve an issue. 

Then about a month later, while checking out my accounts online It says, again XXXX due. I think to my self, " Ok, I did pay more that I though was due last time, I guess they have credited my account and this could be right ''. Fast forward to XXXX ... I'm looking to pay a bill for XX/XX/XXXX. I should owe a normal payment typically somewhere around $ XXXX {$140.00}. The online profile says {$580.00} due XX/XX/XXXX, and I know this can not be correct. It should have read $ XXXX {$140.00} due XX/XX/XXXX. Even if XXXX 's bill was skipped an XXXX payment would have only been $ XXXX {$280.00}. I begin making phone calls to US Bank to try to resolve the discrepancy. Multiple phone calls. Hours upon hours of phone calls ( no exaggeration ). I eventually find out that US Bank had out my HELOC into a forbearance plan ( WHICH I NEVER ASKED FOR ), it came off of said forbearance and was placed on one again! All without my asking. Since XXXX I have been calling trying to make the payment that I KNOW should be due for XXXX to no avail. XX/XX/XXXX goes and comes- thank XXXX their systems says XXXX 's payment isn't due otherwise my credit would be affected. I continue to call multiple times and spend hours being switched back and forth between different incorrect departments, each time having to tell my story all over again, each time with no results and no real cooperation, empathy or concern from US Bank. Mind you what we have here s someone calling in and practically begging to make a payment I actually should be due ... Finally I lose my temper 2 or 3 weeks ago while speaking to XXXX XXXX ID # XXXX ( this in unfortunately where I start taking notes with each conversation ). She puts my on the phone with someone named XXXX XXXX ID # XXXX email address XXXX ... I lose my mind at this point an blow up. I cuss like a XXXX. I tell hime exactly what I think about how sorry they have treated me and how no one cares at all to help. When I say I lost my mind and blew up, I mean it. The guy got a BIG earful. Guess what? This guy actually begins to put the pieces together, says he understands what needs to be done and will make sure that he watches the process ( which would be handled through another department ) each day he came into work. He even gave me his personal email address to follow up with him if I had any questions but that he felt it should be resolved within a few days to a week and that he would call me daily with updates/progress reports. I believe this conversation with XXXX was around XXXX XXXX. I apologize for losing my temper with him ( because that is NOT who I am ... it takes ALOT to bring me to that point ), and he said he understood because he and his wife had just got done refinancing his house and what should have taken a month took over 6 months. It seemed at that point that maybe there was some hope, maybe this guy would work for me to get the issues fixed. Sure enough the next day he calls me with a little progress report that everything was with the right department now and being handled. A day or 2 goes by and I believe I get another phone call from him with a little update, no real progress yet, stay tuned ... That was the last I heard from him. Meanwhile, I'm going online looking at my statement and STILL NO CHANGES. I reach out by email to him on XX/XX/XXXX and get no response. I reach out to hime by email on XX/XX/XXXX, still no response. Here today XX/XX/XXXX, after being on the phone yet again this morning, NO PROGRESS. The lady I spoke with today was named XXXX who was in the Ohio call center. When I get on the phone with her I simply ask that she pull up my account and begin reading the notes attached to my file, Each time I have spoken to someone at US BANK before I let them get off the phone with me I ask them specifically to add notes to my file recording the details of our conversation, date, and times. XXXX XXXX told me that NO notes have been attached to my file by the XXXX people that I have spoken to since this whole fiasco began and still NO resolution. I refuse to speak any further to her and asked agin to speak to someone in authority, to which she replied no one was available. Eventually she says a manager named XXXX, also from the call center in OH would call me back ... .still waiting. 

The Labyrinth of inefficiency and continued passing off to other incorrect departments, and a complete lack of empathy from the people of US Bank runs rampant there. What frustrates me are the endless HOURS of phone calls that I have had to make and the repeated conversations over and over again to people who evidently can do nothing. As XXXX is my witness I have had multiple hours of conversations, each frustrating and stressful. I value my time above just about everything else because it's sometime that we all only have a certain amount of. No to mention the stress of having to deal with the endless failures with each call. Honestly companies like this some somehow be held accountable for their actions. It is absolutely ridiculous to think that this level of incompetence and utter disregard for their customers is not taken seriously. I hope that in some way they can experience the stress and anguish that we consumers feel and change for the better because of it .... I would much rather spend my time doing something else rather that composing this description of my interactions with US Bank for the public to see. I do hope this record of my experience will help others to avoid the trouble that I have had, and perhaps persuade others to find a company who will value the customers to do business with.

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