Consumer complaint received 2022-02-22
Company: U.S. BANCORP
State: OH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I previously made a complaint to the CFPB, at that time I told my experience to a representative and she paraphrased my statements. I dont feel like my experience was accurately detailed, which allowed the bank to respond by simply justifying the actions of their employees and denying any fault. 
On XX/XX/XXXX I applied for a loan to refinance a mortgage. My loan officer was very accommodating, she quickly called me right after I applied for the loan. From them on she quickly responded to calls and emails. Once the loan went to underwriting, she became more difficult to reach. At that time, I also had a loan processor that I was communicating with and providing the requested documents to. 
On XX/XX/15, I received my first closing disclosure I had several questions, some things were just me misunderstanding the document, and just needing further clarification as to how the payoff amount for the mortgage was calculated. However, I was also paying off a vehicle loan with this refinance. The payoff amount for the vehicle was incorrect. I wasnt sure why it was incorrect so I was asking if there were fees I didnt know of. I asked my loan officer to call me to discuss my questions but she did not call, just emailed me back. In her email she suggested the different amount was perhaps that I wasnt accounting for the interest that would have to be paid. She suggested I call and ask the vehicle loan department. All my loans are through this same bank, when I called the vehicle department, she even suggested the loan officer could have called her so o wouldnt have to. After speaking with the vehicle department, my question still wasnt answered, so I emailed the loan officer and processor again. The amount of the discrepancy could not have possibly been interest, but my loan officer stopped responding to me at this point. I havent heard had any direct contact with her since XX/XX/15 The loan processor responded and stated she wasnt sure why the wrong amount has been entered for the payoff amount but she would send it to the underwriter to be corrected and I would receive a new closing document with the amount corrected. 
I then received a new closing disclosure with the amount corrected, but my closing costs had went up by {$20.00}. I contacted the loan closing representative to question why this amount had changed. His email response was very short and dismissive. He informed me that the title department had increased their fees so the bank had to match it. I responded back and asked if he was suggesting I should contact the title company myself. He responded that I could and he didnt create the fees and he wished he knew why it changed. 
So I called the title company, while I was at work. To ask about the increased fee. She looked into it and told me it was a computer glitch and that she would email the closer to have him remove it. 
He did not attempt to even look into this problem for me, I did it, while I was working.

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