Consumer complaint received 2017-09-10
Company: U.S. BANCORP
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
As I just moved to a new state ( Texas ) and staying in a hotel, I took US Bank mortgage loan offer since they promised that they will close on my loan by XXXX/XXXX/XXXX, a date they picked themselves, aiming at reducing my financial expenses as I am waiting on closing. As they started processing my application, I have come to find out that they assigned my application to a team that lacks the skill or training to handle consumers personal information and most valued asset. 
I was advised that the document requests will be delivered and uploaded through the website and I only have to e-sign any required statements. While I completed some via e-sign, others were requested by email and fax, which made me concerned about the handling of my personal information. Additionally, when I asked to have all my documents to be processed consistently through e-sign, the staff delayed sending these requests online for days. What exacerbated my privacy concerns is what the supervisor of that group, XXXX XXXX, did in replying to a general inquiry I sent her by email when she replied by attaching my tax returns from prior years, for no reason, and sent them to my personal unmonitored email, in clear violation of The XXXX XXXX and other privacy laws. 
XXXX XXXX and her staff, lacked the communication skills or the training to manage the processing of this type of work. XXXX and her staff lacked the attention to details and did not review any details in my application. XXXX and her staff, continue to communicate with me addressing me by Mr. and Mrs. even though there is only my name on the application, and they only discovered that when I got concerned and asked them to provide the name on the application. XXXX and her staff lack the procedures to handle any applications initiated by single or immigrant applicants in clear violation of ECOA, Reg B and fair lending laws, as they repeatedly asked me to provide documents and explanations to items that they could have easily found in the documents that I provided already. Yet, they asked for them over and over, which subjected me to constant harassment and threats of postponing the closing every time I asked them to clarify why, which is in violation of the Dodd-Frank Wall Street Reform and Consumer Protection Act. 
US Bank assigned my application to a loan processer, XXXX XXXX, who lacked the skills to handle this type of work. XXXX was sending me her requests in the last a few minutes before her shift ends and gave me a 24 to 48 hours  window to reply. She never answered the phone or my emails when I followed up for clarification on her requests in a timely manner. She constantly threatened to delay closing and from her reply she left the office on vacation from XXXX to XXXX in the middle of processing my application and without providing all the documents that she received to her coworkers to review. Her actions are UDAAP violations and in contravention with the Dodd-Frank Wall Street Reform and Consumer Protection Act. Additionally, XXXX has manually filled out an incomplete notice herself and mailed it to the property address before I closed on the house and I only knew that she mailed it after I moved in to this property. 
After requesting that my file be assigned to someone else, XXXX XXXX took on it without reviewing any documents that I provided to XXXX who left on vacation and started asking me to provide the same documents that I provided previously. Similarly, XXXX lacked the attention to details and the communication to handle my file. She never answered her phone for any clarifications and she never checks her voicemail. Her voice message continues to be that she is out of office since XXXX. XXXX acted unprofessionally and exacerbated her threats and harassment to me by calling the title company to advise them that US Bank will delay the closing without letting me know as a consumer, which I come to find out by my real estate agent. US Bank has failed to close on the loan as promised and the closing was delayed to XXXX/XXXX/XXXX. Moreover, after I escalated my concerns, XXXX XXXX, a Divisional Processing Manager has written a statement and mailed it to my old address on XXXX/XXXX/XXXX with my personal information on it, even though we closed on the house and they are well aware of my new address. 
Until today XXXX/XXXX/XXXX and almost three months after closing and updating my current information with US Bank, US Bank continues to disregard my privacy concerns and continues to send me promotional materials to my old address ; please see an email from US Bank dated XXXX informing me that they received information form US Postal Service of my correct address even though I provided all my correct information as of XXXX. I am shocked at the level of incompetence and the lack of compliance with the relevant regulatory requirements by US Bank in their processing of my mortgage application and in their complete disregard to consumers sensitive information. I hope this matter finds your attention and pressure the mortgage processing/underwriting team to give answers regarding this unfair and abusive treatment.

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