Consumer complaint received 2022-09-24
Company: U.S. BANCORP
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
After I am a very disgruntled customer. And Im not being treated with honesty or transparency. 

I called in XX/XX/XXXX to END my forbearance and could resume payments. I was told I could modify the terms of my loan to address the balance that accrued while in forbearance. Noting this went into forbearance due to both my husband and I losing our jobs due to COVID. 

I have been trying to resume payments since XXXX XXXXXXXX. Due to a misstep by your agents on XX/XX/XXXX, my first loan modification was cancelled. I received an apology for the miscommunication and finally received NEW loan modification terms on XX/XX/XXXX. At that point, I sent the required trial payment and subsequent trial payments. I have still not received my loan modification documents. On XX/XX/XXXX I received by certified mail that I had a right to cure my mortgage and that failure to do so bu XX/XX/XXXX would result in foreclosure of my home. 

I have little confidence in your process as this has been an issue since XXXX when the the firstl loan modification promised me was ALSO cancelled by some glitch in your system. 

I have been disconnected 3 times today and each time I need to start over, and I never have been able to reach my relationship manager XXXX XXXX. 

The problem, is that no one ever gives me the same answer. Contradictory instructions and misinformation is not acceptable. Period. 

I am requesting a letter that indicates foreclosure proceedings is an error ON YOUR PART. You can call it a glitch, but this excuse doesnt fly when I might lose my home and my credit is being affected. 

On XXXX I spoke with XXXX. The take aways from this conversation as follows : 1- Loan Modification in progress- NOT TRUE 2-Foreclosure notice sent/generated in error NOT TRUE 3-No action required on my part. No payment required NOT TRUE 4-was reassured credit not being affected NOT TRUE 4-Loan Docs not sent as of XXXXTRUE 5-Underwriting waiting on title- which is a lie, that I learned when I spoke to an agent on XX/XX/XXXX. This is the second time Ive been lied to, but asked to file under miscommunication '' This info WAS NOT ACCURATE, in fact- had I not called on XX/XX/XXXX, the foreclosure would have proceeded. This is YOUR error. What would have happened if I did not call today? 

On XX/XX/XXXX I spoke with XXXX ( ID XXXX ) 1- Loan modification was cancelled mysteriously 27 days ago 2-Therefore foreclosure WAS/IS proceeding, however he CANCELLED it and escalated the loan modification 3-Credit entities WERE NOTIFIED of late payments, Im told that you will notify the credit reporting agencies that it is YOUR error and I want this in writing from you. 

The explanation I received? Some random deferment plan was open and messed up the process? I was told, this has been cancelled and that the load modification terms in place in XXXX would be honored. 

4-expect to receive docs 2-3 weeks Again, this is an absolute mess and I do not know what is truth is ( and dont appreciate being lied to ). 

Your prompt attention is expected.

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