Consumer complaint received 2016-08-16
Company: U.S. BANCORP
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
XX/XX/XXXX i called US bank to see if i could refinance my mortgage to a 15 year fixed rate. I spoke to XXXX and asked if there would be any issue since in XX/XX/XXXX i did get assistance from " keep your home California. '' after i was laid off. He clearly said NO. He ran my credit. Once he took all my information he said i qualified for a 15 year fixed rate at 3.25 % i was very excited because my mortgage would only increase XXXX dollars a month. He gave me all the information needed to begin the process. I also payed {$390.00} to begin the process. 3 weeks later XXXX XXXX in processing dept contacts me and said there is an issue with the assistance program they would need a subordination letter. She said i would need to obtain the promissory note as well. I contacted KYHC and once received i emailed it to her. She kept constantly contacting me asking for additional information. She also stated there was a lean under my name. I had no idea what she was talking about. I leave work to go to the XXXX county assessors office and pay for copy 's for the XXXX leans she asked for. I was confused. None of the information matched with my SSN or Home addresses. It only had my first and maiden last name. I was very upset because i did not understand how they would link that information with mine. when nothing matched. I waited again for almost a month when XXXX calls again asking for more information. She wanted a bank statement showing when i refinanced my auto loan and my spouses working truck. She even wanted info on the value of my spouses working truck. I gathered all of the info. She said that still does n't work. Here i go for about two weeks back and forth leaving work. Going to the bank trying to get exactly what she asked for. I asked her if there was going to be an issue refinancing because I 'm loosing too much money and time. For instance leaving work, paying for copy 's for leans that were not even mine. She clearly said NO. She said they will just need to run my credit again because closing was taking to long. So they run my credit again. Finally another month passes. She calls me and says we are unable to continue with the process because my employer and previous employer did not contact them to verify employment for me. I asked if she needed me to contact them. She said no there was nothing they can do at this time. I was so upset asked to speak to her supervisor said i can leave a message and she would contact me tmrw. I informed her i would complain to the CFPB in regards to this because of her miscommunication and misleading information i almost loose my job, I had to get my credit ran twice, and i even lost money throughout this whole process. This whole process took almost 5 months. I was written up at work because of the times i had to leave and get her the information she needed. Once i got off the phone with XXXX her supervisor called me. Very rude. She Said maybe i should n't have refinanced my vehicle and this would n't have happened. This has been the worst experience ever. I feel so humiliated. I lost so much time and money going through this process. I Feel i could have lost my job because of them. I feel i was scammed by them to certain point.

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