Consumer complaint received 2023-07-26
Company: U.S. BANCORP
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage amount increased due to a property tax adjustment. I do not receive paper statements and I did not receive notification of the increase. I was sent a letter in XXXX informing me that my account was past due. I called US Bank immediately to determine why. I was informed that my payment amount had increased and there was a balance due on my account for the month of XX/XX/XXXX, as well as a late fee. At that time I confirmed with US Bank that my monthly payment of {$2400.00} for the month of XXXX had been received- these payments are sent automatically every month from my XXXX XXXX account. The XXXX payment had been sent from XXXX XXXX XX/XX/XXXX and was received by US Bank. I was told that the balance due was for my XXXX payment was {$61.00}. The representative was able to auto deduct {$61.00} from my XXXX XXXX  XXXX account on XX/XX/XXXX. I was informed on the XXXX call that the late fee on my account of {$95.00} would be waived as a one time courtesy, which is the limit and allowed once for the life of the loan. The CSA asked me if I agreed and I stated yes. I was not informed at that time that the XXXX payment had increased as well and that there was a balance due. I would have happily paid that amount as well had I been notified. I subsequently received a letter from US Bank dated XX/XX/XXXX informing me that my XXXX payment was past due. I called US Bank immediately ( XX/XX/XXXX ) because I did not understand how that was possible. Somehow because of the non-payment of balance due either on the XXXX or XXXX payment, the paid amount was applied to principal, making my account appear past due. On today 's call I paid the remaining balance due of {$61.00} for the XXXX mortgage payment ( confirmation # XXXX ). Again, I was not informed on the call in XXXX that there was a payment due for XXXX or I would have gladly paid the balance. When I was told there was a late fee on the account of {$95.00} I asked the Customer Service Representative if that could be removed. She informed me no, since my one time courtesy to waive the late fee had already been used. I asked to escalate the request and speak to a Supervisor, and was put through to XXXX. I asked if the late fee could be waived and I was told no, the one time waive had already been used. I explained everything stated here, that when I called to resolve this in XXXX I was told my account was completely up to date with no balance due. I disputed the late fee but was told by XXXX that there was nothing he could do. I feel this is wrong on the part of US Bank and simply a tactic to collect additional fees. I would like to formally dispute this late fee. I have had recurring problems with US Bank over the years making principal only payments and having them applied as monthly payments. This company has terrible customer service and is sorely lacking in its ability to handle mortgages.

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