Consumer complaint received 2016-08-09
Company: U.S. BANCORP
State: OH
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I fell behind on my mortgage after being robbed, and went to a government program for assistance. The program is willing to pay to get my mortgage current but requires a XXXX form to be completed ( a request for US Bank 's tax identification number ). As of date US Bank has not supplied the required document, rather continues to make threats via phone and letters that they are starting the foreclosure on my property/loan. I have been to the nearest branch office as I was advised to do by lender 's customer service hotline, and even the branch manager was unable to get assistance. After much frustration and many transfers the branch manager spoke with someone who told him to fax the document to " XXXX '' who would fill the form out and return it back to the branch manager. The branch manager said he would contact me as soon as the document comes. As of date, the document has never been completed by US Bank and the phone customer service representatives state they can not allow me to make any payments on my account because the company is requiring a full lump sum payment. I have spoke to approximately XXXX different customer service representatives that have given 3 totally different accounts as to why " XXXX '' is the only US rep that can complete the document, why the document has not been forwarded as suggested prior, and there have been at least 2 different " requests for the document '' that has been sent to " XXXX '' since the initial contact about the document, which was XXXX XXXX. Today as the US Bank rep put in another request for the document she stated that it would take a couple of days for the company to complete the document and send the fax back to the branch manager, but I was told in the last call ( I believe on XXXX ) that the document was already completed and " XXXX '' was just waiting for a fax number to send it to. There has been no attempt made by " XXXX '' to either contact me nor the branch manager that faxed the document and was handling the fax and/or document request from the beginning. The branch manager had given the US Bank rep the fax information with the document request on XXXX/XXXX/16, and made it clear in the call he made to customer service that the document was to be returned back to the branch where he would then notify me to pick the completed form up so that the total funds could be released. I am simply requesting that US Bank complete the XXXX ( request for tax identification number ) so that my mortgage payments that are behind can be made to avoid foreclosure. I am also asking that US Bank stop any foreclosure efforts they are attempting due to their lack of providing the required form to release funds. I have notified US Bank on a number of occasions of what is needed to release funds, I have also notified them that I would be contacting the CFPB if they do not comply and still they have not completed the required process for me to get the assistance in making my mortgage payments current.

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