Consumer complaint received 2022-12-21
Company: U.S. BANCORP
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/2022 I submitted my application for mortgage assistance to the Illinois XXXX Assistance XXXX ( " XXXX '' ) ( # XXXX ). At the time of that application I was 2 months behind on my mortgage payments due to a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I also activated the forebearance protection plan offered by my lender, U.S. Bank Home Mortgage ( passim ) during this period. The XXXX staff sent U.S. Bank Home Mortgage a request regarding the statuse of my mortgage loan ( assuming to verify that I was 2 months behind when I filed my application for that assistance ). U.S. Bank Home Mortgage responded to that inquiry by the XXXX staff which stated that I was current on my mortgage payments. As a direct cause and consequence of that response by U.S. Bank Home Mortgage, the XXXX program denied my application for that assistance. I repeatedly called U.S. Bank Home Mortgage and asked them to correct that error of being current on my mortgage payments, but they repeatedly refused to do so. During that application process, I was able to make XXXX of those overdue payments, which still left me XXXX payment overdue ( to date ). See attachments. 

On XX/XX/2022 I submitted my second application for mortgage assistance to the XXXX program ( # XXXX ). That application is currently pending and, U.S. Bank has responded to a similar inquiry by the XXXX program. I do not know what the U.S. Bank Home Mortgage staff response was to that inquiry. I am still XXXX ( XXXX ) mortgage payment behind to date, and am trying to bring that current. However, my deteriorating health is severely restricting my ability to do so. 

Additionally, U.S. Bank Home Mortgage keeps threatening me with foreclosure, via multiple letters, emails and phonecalls. See attachments. On XX/XX/2022, I made my regular mothly mortgage payment at my local branch ( # XXXX ). That payment, as well as my XX/XX/2022 payment, included a portion of an escrow shortage of {$78.00} ( which I presume was due to an increase in property insurance or property taxes ), as well as my regular monthly payment. I was nitified of this escrow shortage via an undated letter from U.S. Bank Home Mortgage, instructing me to increase my monthly payment from {$430.00} to {$410.00} beginning on XX/XX/2022. I actually, started this payment increase early on XX/XX/2022 because I had the funds to do so. 

However, XXXX XXXX through teller at this local branch applied my XX/XX/2022 payment to an escrow account, instead of my loan payment. I subsequently received a phonecall from a U.S. Bank Home Mortgage staff member telling me I am in default on my loan and subject to foreclosure, stating I was 2 months behind and, demanded full payment. That phonecall became heated to XXXX XXXX that I had to hangup. I went to my local branch and asked to speak with a Home Mortgage staff member on Friday ( XX/XX/2022 ), and was told that there was no one there to speak to because they work from home on Friday. I came home and started calling the U.S. Bank Home Mortgage Customer Service number. I kept getting connected to an Customer Service agent who I could not understand because they spoke XXXX XXXXXXXX. I finally reached a Customer Service agent who I could understand and this misapplication of my XX/XX/2022 payment to that escrow account was corrected and applied to my loan. However, the threatening default and foreclosure notifications keep coming to date.

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