Consumer complaint received 2023-03-22
Company: U.S. BANCORP
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
This not my first time reporting US BANK to you, I reported them when they refused to accept payments from the HAF program via housing. After my housing assistance stopped I was still sick from XXXX I was already dealing with a hardship from a XXXX XXXX XXXXXXXX. Which I had to go in to forbearance in XXXX after I ran out of money. US BANK is not a bank that helps customers when they are having payment problems. I have a long time hardship at the moment so I called Us Bank in XXXX due to the continuance of my hardship they put me on a 3 month forbearance plan which was set to end on XX/XX/XXXX. I did some research and I went to Fannie Mae 's website to see what other options and help was available .... I read about the flex modification/ hardship modification the I emailed customer support to tell them about the previous problems and my current situation with US Bank around XXXX. A representative did not contact me till about 2 weeks later, She called me and I missed her so she left a message her name was XXXX, I returned her call but i believe she had left her office so I left a message. When we finally got a chance to talk she told me that I should apply for a long term hardship modification and I need to hurry up and send the application in before XXXXshe said I can see that's when your forbearance ends. She told me where I could locate the documents so I went online found them printed them out and filled it out. US Bank told me I had to call them again to extend the forbearance but I learned my lesson last time, I faxed the modification application about a week or so later they sent my a notice in the in their banking website. When I read it I called them up, I told them what do you mean by is my hardship over? I would not have sent the application if I did not have a hardship, the representative told me they could only help me if my hardship was over. I told her that is not what XXXX told me she said let me educate you on how the modification works. I told her I already read how it works and talked to a representative from Fannie Mae. I also told her during my search that I read US Bank doesn't offer real help to the customers when they need mortgage help. She said, " That's not true. '' I started to tell her I had to report this bank to the FCC for not wanting to accept my mortgage assistance payments, but I was mad at this point I told her I should at least have a trail period then I hung up. Us bank has decided not to contact me about extending the forbreance instead they reported a default on my credit report. I wonder if my race place a part of how they treat me? When I paid the XXXX dollars to catch up with the last forbearance I had with them soon as my account was current they hurried up and put delinquent on my credit file making my credit score plunge. This bank is just like all the rest HORRIBLE I do not have any other account with them because of that fact.

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