Consumer complaint received 2020-04-13
Company: U.S. BANCORP
State: NV
Product: Mortgage
Sub-product: FHA mortgage
Issue: Credit monitoring or identity theft protection services
Sub-issue: Billing dispute for services

Complaint:
XX/XX/XXXX To Whom this may concern, I am writing this letter today to express my concern in the way in which my account was handled. On or about XXXX of XXXX my wife, called in to our mortgage lender U.S Bank inquiring about a possible deferment on the 2 loan payments in which we were ahead. Our loan payments began XX/XX/XXXX which is when we paid our very first payment of {$2500.00} in addition to our monthly payments, we paid {$100.00} towards our principal. We were on time every month including the extra {$100.00} which at or around XXXX of XXXX we were told by a U.S Bank mortgage rep that we were ahead 2 months of paying off our loan due to us paying more than our monthly payments. 
Backing up 11 months to XXXX of XXXX I was hurt and could not work. I did not get hurt on the job so no I did not qualify for XXXX 's XXXX. At the time my wife had to go back to work making only 1/3 of my income. We still made sure to make our payments on time. 
I then went into XXXX XX/XX/XXXX to have my severe injury repaired. Still making our payments on time now via auto pay with the addition {$100.00} payment. We juggled it all making payment arrangements on other bills to make sure that our mortgage payments were always on time due to me not wanting this to reflect negatively on my credit. 
After getting very low on our saving my wife decided to call U.S Bank on or about XX/XX/XXXX to ask for a deferment that would have help us get caught up on other bills as well. When she called, she was told by a U.S Bank rep that we would only qualify for the hardship program if we owed 2 months of payments. She was told that U.S Bank DO NOT do deferments and they DO NOT accept half payments meaning that if we can pay half of the payment on the XXXX and the other half on the XXXX to complete the monthly payment. The only help that they can give us was for us to send a hardship letter and wait for a response. Again, concerned about my credit, my wife asked the rep how would this effect the credit having these late payments, the rep only responded stating that the only help we can get is to allow 2 payments to show owing and to fill out a hardship package. 
Well considering the fact that we needed the help, thinking the these will be the only payments reporting negatively on my credit we then allowed 2 payments to go by meanwhile using the income coming in from my wife to get caught up on all the other household bills which by the way do not directly affect my credit on a monthly basis. Once the 2 payments were missed, we then applied for the hardship program which we were then told that it will take up to 90 days to be approved during this time we were making payments which to the mortgage company late payments identifying the payments as payment arrangements and which those payments were saving our home from being foreclosed on not on-time payments. After finding this out we then began making {$3000.00} or more payment to try and get caught up only to learn that the extra payments were going into a separate account and was NOT credited as a payment until it added up to a full payment. So, meaning we had money in their account which I am pretty sure it was collecting interest which was not being credited to my account. 
Really, I can go on and on about the back and forth and misinformation that was given to us each time we called in. My wife and I even asked if they can go back and pull the previous calls to listen to the information that was given to us even after asking specific question and this was not honored. 
So, I am writing this to share the unprofessionalism that were displayed by the customers representatives ' and also all the misinformation that was given to use. 
I am hoping that with this letter US Bank will be notified and all reps will be coached on how to give accurate information to their customers seeking their help. I feel we were taken advantage of in our need of hard time. 
Thank you so much for your time and taking the time to read this, I am hoping to hear back from you letting me know the outcome of this manner.

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