Consumer complaint received 2016-04-18
Company: U.S. BANCORP
State: MN
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX 2015 we closed on our new home. The mortgage was with XXXX XXXX. The first payment was n't due until XXXX XXXX of 2015. Between XXXX XXXX and XXXX XXXX we got notice from both XXXX XXXX and U.S. Bank that our loan was sold to U.S. Bank. From U.S. Bank we received our servicing transfer notice with the account number on it, but no follow-up paperwork or billing information. XX/XX/XXXX I got concerned about getting a late fee ( not knowing if a mortgage transfer keeps you with the same monthly amount to pay ), with the account number from the servicing transfer notice I opened an online account to try to pay the bill. I was unable to make a payment because the site said that we did n't have a statement. We called the bank to inquire about paperwork/billing information and we were told that a statement was on it 's way and we could do the payment over the phone-which we did. The following months we receive our bills we still have yet to receive any paperwork with details about the loan. 
One month we were accidentally late on our payment because there were XXXX deaths in our family. We tried to pay online, but had a fee that was n't there before ( we had no notice of any fees with online payments ), my husband called that night to pay online and the fee had jumped from {$3.00} to {$5.00}, I logged back onto the internet the next day and the fee had jumped from {$5.00} to {$11.00}. I wrote a note saying that I would no longer pay online or over the phone any more if there were fees. We were told it was because of the lateness of the payment and how late it was. OK, understandable ( we WERE late after all ), wish we had some documentation explaining this fee scale. 
XXXX XXXX I make a payment online. XXXX XXXX I receive a letter saying that my funds have been returned due to 'no account. ' Not sure what this means but now we have accrued a {$20.00} fee because this was sent by snail mail and nobody notified us by email or phone call even though that information is available in the account. I 'm assuming this was a mistype on our part when typing our bank information into the system. I got a, email receipt that said that payment was made-so I did n't follow up to double-check. It took 8 days for them to figure out that something was wrong and it took another 7 days for us to find out about it. I do not feel that we have been treated fairly by this bank and when I ask for explanation or help they suggest a call to customer service where we have to explain our situation repeatedly and get no help on the matter. Not even any explanation. I want written documentation about the fees and all fees and late payment information forgiven. 
Our last mortgage with XXXX XXXX was for over 10 years with no problems. It makes me feel like the problems with this account is not us. 
Any help is appreciated. Thank you for your time.

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 monetary relief