Consumer complaint received 2016-10-07
Company: U.S. BANCORP
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We purchased a house in XXXX XXXX. Within two weeks we had to move out after discovering that the house was unlivable due to mold contamination. We immediately contacted the loan servicer, XXXX XXXX / Fulton Mortgage, first by phone in XX/XX/XXXX, then formally by mail ( via certified-mail, letter dated XXXX/XXXX/XXXX ). We were told there was nothing they could do, and in XXXX XXXX we were notified that they sold the mortgage to US Bank, despite knowing that we had already moved out. 

So then we contacted US Bank Home Mortgage and requested a " Deed in Lieu of Foreclosure '' ( via certified-mail letter dated XXXX/XXXX/XXXX ), to start the process of handing the house back to the bank. Now, a year later, they have yet to resolve this. Instead they have repeatedly dragged their feet : e.g., losing paperwork again and again despite our sending it via certified mail every time ; asking us to submit the same documents over and over ; and requesting items in such a vague manner, so full of banker-speak or whatever, that we ca n't figure out what they want and have to call them to find out. Then it takes a week or more for them to get back to us. Even when we send them specific documents, we have to explain what they 're for over the phone ( or in writing ), even though they asked for them in the first place and we included a cover letter stating what they were for when we submitted them. 

They actually canceled our application in XXXX XXXX due to XXXX missing blank page from a single month 's checking-account statement. They said they had lost the page ; however, it was later found by someone named XXXX who works/worked there ( he said, " Yes, I have it right here in front of me '' ). But this was to no avail since they would not re-open our application, forcing us to start the process all over again, saying that when the application had been closed they had immediately destroyed all relevant paperwork. Seriously? Then how had XXXX found the missing page? 

After applying for a second time, we were told by phone XX/XX/XXXX that the financial calculation was completed on XXXX/XXXX/XXXX, and that it would soon go to a " home savings review board ''. We were told that this should be quick since we are not living in the house. We would then be assigned a negotiator. It is now XX/XX/XXXX, and the bank has apparently done nothing at all. Our repeated requests for a resolution appear to have fallen on deaf ears. 

We are now on our third " contact point person '', and are completely frustrated with this whole ridiculous " process ''. We have had a short-sale buyer for the house since XX/XX/XXXX, while our first application was still current. US Bank was made aware of this immediately at that time. Yet we can do nothing since US Bank still has not approved our application. Furthermore, they continue to call us every third or fourth day to keep tabs on us, we suppose, and to make sure we are there to answer the phone. This is irritating, especially since they never have any new information to give us. On the few occasions that we do not readily answer their call, we attempt to call back immediately but can not reach anyone. We are then asked to dial the operator, and thus explain everything all over again to someone who knows nothing about our case. 

Today -- - exactly one day after we told US Bank that we 're filing a complaint with the CFPB -- - we suddenly have a new ( a third ) " contact point person '', who says the short sale can proceed " soon '', but first we must be officially removed from " loss mitigation '' in order to be " moved '' into a short sale option, and that they will probably need another copy of the original contract of the buyer for the sale of the house. Our agent says she sent them all the documents XX/XX/XXXX. Here is yet another example of the bank 's ineptitude.

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