Consumer complaint received 2021-03-09
Company: U.S. BANCORP
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I refinanced my mortgage XX/XX/XXXX, my mortgage was transferred to US Bank. 
This bank has been an absolute nightmare to work with. 

After my mortgage was transferred my first property tax payments were due on XX/XX/XXXX. I have two parcels of land, the first parcel payment was {$1200.00} and the second parcel was {$360.00}. US bank only sent payment for the second parcel of land. I received a letter from the XXXXXXXX XXXX XXXXXXXX that my tax payment was late. I called US Bank on XX/XX/XXXX to let them know they did not pay both tax bills. I was asked to fax in the tax bills and told they would contact the city for the payment amount with fees since the payment was late and the bill would be paid within two weeks. When I logged in to pay my XXXX mortgage payment I noticed the money for the second tax payment had still not come out of my escrow account. I called US Bank on XX/XX/XXXX to let them know the taxes were still not paid. After being put on hold I was informed that the request had been lost and not processed, but they didn't know why. They had a payment amount good until XX/XX/XXXX and the payment would be overnighted to the city. On XX/XX/XXXX the city still had not received the payment so I called US bank back and they told me they were still working on processing the check, even though they had assured me it would be overnighted on the XXXX. That bill was not paid until the XXXX of XXXX. 

Next, I received an escrow Analysis on XX/XX/XXXX, dated XX/XX/XXXX stating that I had a shortage of {$540.00}. Looking at the statement my city taxes were input incorrectly. After everything I had been through to get the taxes on my account corrected they were still wrong. The amount of {$1000.00} was put in for both parcels of land which lead to the shortage. This number was not correct for either parcel of land. I called US Bank on XX/XX/XXXX after reading the statement to let them know of the error. I started with the escrow department because it was an escrow analysis I received, after the man I spoke to insisted that the taxes they had were correct because they received them from the city he, transferred me to the tax department to get it straightened out. The tax department told me they had the right taxes and confirmed the amount with me that was on my tax bill and told me that someone from the escrow department must have put the figures in wrong and they had to correct it on their side. I was transferred back to escrow, escrow insisted the tax department had to make a change and transferred me back to the tax dept., when the tax dept. tried to transfer me back to escrow I refused and told him that they needed to figure it out and I was not going to be transferred again. He then put me on hold, called escrow, came back and told me that I would be getting a new escrow analysis in the mail in 2 weeks with the corrected shortage and new payment amount. Two weeks came and went and I received nothing from US bank. I then called on XX/XX/XXXX and spoke to XXXX from the solutions team and told her of my previous conversation and that I had not received my new escrow analysis. She informed me that US bank does not re-do escrow analysis, as that is a lot of work for the escrow team and that she could just give me my new numbers over the phone and I could log on and pay the corrected shortage of {$190.00}. I told her I wanted a new document outlining the new payment. She told me she would order a new statement be sent. Another two weeks came and went and I never received a new statement. On XX/XX/XXXX I called back to find out where my statement was and there was no request submitted for a new statement. I didn't have another two weeks to wait for something that was never going to come so while I was on the phone with the agent, he gave me the new figures for my escrow shortage and I paid the {$190.00}. He told me once the payment cleared that my new monthly payment would be updated on the website and to give it about 7 days. I checked on the 7th business day and the payment was still not updated for me to make my payment, so I called on XX/XX/XXXX to ask that my payment be updated. The first person I talked to told me it was because I didn't pay the entire shortage, I explained to her that escrow analysis was incorrect and new figures were given to me and that I was concerned that they did not show this. After putting me on hold for 27 minutes to do research, she then transferred me to the tax department and gave them zero information, so I had to explain all over again. Then was told they could not help me, the tax department transferred me to the escrow department, who again told me I didn't pay my entire shortage, once I explained yet again that the escrow analysis was wrong, XXXX put me on hold. She came back and told me the person I spoke to on XX/XX/XXXX put notes in but did not put in a request to have my payment updated so nothing was done. Now she was reaching out to her manager to see if a rush could be put on it. My Mortgage payment is due on XX/XX/XXXX. I have been trying to get this fixed since XX/XX/XXXX and still can not get the right payment amount updated so that I can pay my mortgage. 
I have no faith in this bank and do not think they should be handling people 's money. Not one person I have spoken to has given me correct information or done anything they told me they were going to do. I can not believe a bank is allowed to do business like this and the consumer has no recourse to such poor management on arguably the largest purchase anyone will make.

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