Consumer complaint received 2015-11-02
Company: U.S. BANCORP
State: AZ
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have a construction loan with US Bank and I made my XXXX mortgage payment over the phone on XXXX/XXXX/15 ; the agent who processed the payment told me at the time he went over the payment amount due that the late fee assessed on the account was waived and he was not collecting it and that the {$11.00} fee to pay over the phone was waived as well and he was not collecting. Today XXXX I received a letter from US Bank stating that my XXXX payment has not been received yet, although funds were deducted from my account on XXXX/XXXX/15. I called the construction loan department and after 1 hour on hold to speak to a rep they confirmed my XXXX payment was not in. I asked to speak to a manager and I was transferred to XXXX XXXX who said she was a team lead. She explained the funds I paid on XXXX were received but the system did not apply the amount to the actual XXXX pmt ; she explained they are having issues with their system and the funds were sitting on a " suspense account '' not applied to the XXXX pmt. She also explained the rep who processed the XXXX payment charged me the late fee in the amount of {$68.00} and {$11.00} payment processing fee even when he said he was not going to because those fees were waived. I explained my concerned regarding a 30 day late payment to be reported to the bureaus due to an issue with their system. XXXX XXXX explained that if the late payment was reported in error they were going to have it removed although I am not happy with that because i will have to call the bank, being 3 hrs on hold to get this resolved, get my XXXX credit report, dispute and wait another 4-5 months for a resolution. XXXX XXXX stated she was going to request a credit to be applied to my account to cover that late fee and payment processing fee i should not have paid and that my amount due for XXXX should be {$2100.00} - {$68.00} ( late fee ) - {$11.00} payment processing fee, which is a total of $ XXXX this will be the amount I will be paying for XXXX and I hope not getting any default letters etc from the bank. Regarding the XXXX payment I made the payment before the XXXX thru their bill pay system over the phone and the payment went thru 1.5 months after I made the payment. It appears that US Bank has major problems with their system and should spend some funds in technology. 
XXXX XXXX also explained they deducted from my escrow account {$1900.00} to pay the first half of the 2015 taxes and now I am being responsible to pay an escrow shortage. My close of escrow was XXXX XXXX 2015 and I am not responsible to pay for the taxes due for the XXXX half only a small portion of it from XXXX/XXXX/2015 to XXXX/XXXX/2015 the lender should claim that amount they paid from XXXX/XXXX/2015 to XXXX/XXXX/2015 to the Title company and do not have the consumer pay for something I am not responsible for. Per the county my property was classified as a vacation home on the affidavit of value by the lender and the title company and as a result my taxes are higher. My property is a primary home and should not be classified as a vacation home

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief