Consumer complaint received 2020-01-01
Company: U.S. BANCORP
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/2019 - US Bank Home Mortgage Website for Mortgage For the last several months US Bank and its website have failed to process my, " in full, paid on time, monthly house or mortgage payment via their website. Since I happen to be a customer who actually likes to pay on time, before my scheduled pay date and extension window, each time I get a processing error message. This then results in the following actions : I trying again or several times, logging out, logging back in, opening a new tab, changing to a new or different browser, coupled with my clearing my cache, or perhaps restarting my computer. The last and final step is an immediate direct phone call to US Bank Mortgage 's department listed on their website and also on my monthly paper payment stub. If you are lucky to catch them during business hours, for us West Coast members this is not conducive at all, as times are CST XXXX-XXXX   XXXX - XXXX and XXXX. from XXXX - XXXX. If you are able to actually reach someone they are able to process your payment over the phone but that department has not been given the authority to email the owner/user email confirmation of payment just made for record-keeping purposes. Please note, this was the case for the XX/XX/2019 payment in which the same website again had a process error but this time looked like I might be charged 2-3 times. Each time I have to go back, wait until the next day to call back during said business hours to confirm did you US Bank, in fact, receive the payment, is it correct, how many times has it been processed, am I being charged more than once? Most importantly where is confirmation payment has been made and thank you for your business. Sorry that option does not apply here. The nice person informed they do not have that option to email. From a business standpoint, I can understand and respect limiting certain things however some process has to be in place for payment confirmation. US Bank recently made a website change roughly about 6 months ago. The so-called user/member dashboard interface is meant to be easier but I should not have added extra steps when making a payment. I can see for some it might be confusing, but most of all it has been riddled with processing errors and quite frankly I am sick of calling each month to verify my payment or more importantly make one, and then wait to see when they US Bank is going to get around to sending me my automated " thank you we received your payment here is your confirmation number! '' I would hope your team would be kind enough to look into the matter and come to a resolution with US Bank as to the process. As a company I am very happy and as a new homeowner ( first-time ) I would simply like to have a smooth process and not have to go in circles each month stressing over the house payment!!! I just want to pay and get it over with!!! 

Happy New Year CFPB - XXXX

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