Consumer complaint received 2022-07-08
Company: U.S. BANCORP
State: CO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
This is part two of an unresolved complaint with US Bank Home Mortgage ( this was closed by CFPB, but it is far from over ) : Important note : I have never missed a payment to US Bank Home Mortgage. I paused my loan for the COVID FORBEARANCE program. All of my payments have been put into a suspended funds account so over $ XXXX is just sitting there and has not been applied to my mortgage. 

CURRENT STATUS & COMPLAINT : Once US Bank had decided I did not qualify for the COVID FORBEARANCE program ( despite being approved multiple times and sent incorrect paperwork - see original complaint ) they offered another application for mortgage assistance which was generally impossible for me to prove past hardship ( see feedback below ). When it was decided that I had no other choice, I obtained a loan for the funds to just pay back the amount from the paused payment months in forbearance. I called US Bank on XX/XX/XXXX to request the exact amount necessary to get my account back to good standing. I was advised that I needed an Account Reinstatement letter and that I would be sent this within 7-10 business days. I called twice to check on the status of this but never received it, or the amount. Then on XX/XX/XXXX US Bank reverted my loan back to foreclosure status. I received a letter dated XX/XX/XXXX informing me of this. I called as soon as I got the letter which arrived XX/XX/XXXX or XXXX and I checked the mail on the XXXX and called immediately. I told them repeatedly and begged them to just let me pay it. They stated that they could not accept the payment because of the status of my account, that funds would be returned to me. They also stated that the reason I did not get a Reinstatement Letter was because my account was not in foreclosure at the time I requested it. So, I called to find out what the exact amount was to pay and was told I needed to formally get the Account Reinstatement Letter on XX/XX/XXXX and no-one bothered to tell me that the person that requested that was wrong to do so. Not a single soul at that company could pick up the phone and communicate with me the amount to pay to fix this? Then XX/XX/XXXX, foreclosure status again. 

To summarize : I simply wanted to opt in to the COVID Forbearance program in XXXX. 
US Bank made countless errors I assumed were being fixed but instead sent my account to Foreclosure ( even though I had been paying my monthly payments without fail and they did not notify me ) XXXX of XXXX I begged for help to fix this and was offered the COVID modification again and signed/returned the papers only to be later rejected and told that I didnt qualify US Bank then sent an application for mortgage assistance that wanted me to prove hardship from 2 years ago ( which was basically impossible for me. The whole point of the COVID forbearance program was that it was assumed people who paused their payments had a reason. I was unable to work and so was my former tenant ) XX/XX/XXXX, I decided to take out a loan to pay the amount that was supposed to be in forbearance and request the exact amount to send to get my account back to good standing XX/XX/XXXX US Bank put my account back in foreclosure XX/XX/XXXX & XXXX XXXX called to try again to sort it out and was basically told to wait I have never been able to speak with the same person twice, nor have I been assigned a case manager. This has never been escalated despite all of my formal complaints or pleas for help. 
I have lost my tenants over this because they did not feel they have a secure home to live in. 
I lost money on tax filing because my payments werent correctly applied and are just sitting in a suspense account I fielded countless calls a day from aggressive sharks wanting to save me and buy my foreclosing home It took about 18 phone calls and multiple emails to request sites like XXXX and XXXX remove the foreclosure status on the property so that I could list it for rent and try to find new tenants. 
I have spent countless hours and lost many nights of sleep and shed many tears trying to fix this. It has affected my XXXX XXXX and my marriage. I am an upstanding member of the community. I own my own XXXX  & XXXX  XXXX. I am a mother. I am not the delinquent that they are treating me like. 
USBank Home Mortgage company is so broken. The people are unqualified and uninformed and disconnected. I dont trust a single word I have heard from any of them. 
How a company like this can not escalate a case like this and assign a knowledgable human to help is dumbfounding. 
I do not deserve this. I did nothing wrong. 

On XX/XX/XXXX this was the feedback to my original Complaint with the CFPB ( original Complaint below the feedback ) Feedback provided STATUS Feedback provided on XX/XX/XXXX Your feedback THE COMPANYS RESPONSE ADDRESSED ALL OF MY ISSUES No ADDITIONAL COMMENTS US Bank Home Mortgage technically offered a solution but it was not a workable or feasible solution. They offered for me to apply for a modification that required me to prove my hardship from the past ( impossible ). I simply wanted the COVID Forbearance modification that I had been previously approved for multiple times but because they kept screwing up the papers on their end it had to be re-done and the rules changed. The offered solution also required an appraisal of my home at my cost and none of it guaranteed I would receive any help. I have had to take another loan to pay off the amount that was supposed to be in COVID forbearance. It has been a month since I requested the payoff statement to bring my account current and they still have not sent it. The fallout from this situation has greatly affected my life. I lost tenants because of their fear of the home being foreclosed on. I am still fielding calls from multiple people wanting to buy my foreclosing house. I had to fight for months to get my home removed from multiple auction sites. I have to take out a loan at a higher interest rate than my mortgage just to get this settled. My taxes were also affected because none of the interest paid was allotted correctly. I absolutely despise the poor level of service this company provides. It is impossible to speak to the same person twice and I have never been assigned any kind of case manager. Each time I call the representatives are absolutely clueless and I have to spend hours waiting for them to try to understand or help while they message supervisors. This company should be ashamed with how they do business and treat people. I would refinance and move my loan immediately if I could afford to. 




ORIGINAL COMPLAINT FILED WITH CFPB : I have a mortgage with US Bank. I purchased in XXXX and have been in excellent standing for the life of this mortgage. In XXXX of XXXX I was XXXX  due to COVID and the tenant of my home was as well. I opted to sign up for the COVID Forbearance program to alleviate the financial stress. I went through the underwriting process with US Bank and they approved the loan modification. They sent the papers and when I went to have them notarized we realized they were in my maiden name ( I purchased the home 8 years before I met my husband ). I sent them a name change form and marriage certificate to change the name on my mortgage and have them reissue the papers. US Bank sent new loan modification documents but they added my husbands name to the loan! This was never requested by us nor did my husband authorize them to add his name to anything. I asked them to please remove his name and re-issue the papers. They sent papers with his name again and told me it was required because Colorado is a Common Property state. This is 100 % false. I insisted that they were wrong, and to please remove his name. US Bank then informed me that I had to sign a Quit Claim Deed to remove his name. Again, I insisted that they were wrong. I stated that I should not have to sign an incorrect document removing him as we never added him. The conversation about the Quit Claim Deed was in XXXX of XXXX. I asked them to please get it right and send me the correct documents. Many months went by and I assumed that it was being escalated and it was just delayed because it was complicated ( and everything seemed complicated with COVID rules ). I never missed a payment outside of that forbearance period and resumed my automated payments. Fast forward to XX/XX/XXXX... I find out from my tenants that there has been a foreclosure notice taped to the front door. I had NO IDEA. There was no communication from US BANK. I had been making my regular payments, all automated and on time. I called the Public Trustee and confirmed that my home was in fact listed on the foreclosure list with a XX/XX/XXXX sale date. I immediately called the filing attorney and US Bank to try to fix things. US Bank then reviewed my account and informed me that on XX/XX/XXXX they marked my account as " customer denied loan modification ''. I never denied the program, I was just unwilling to execute incorrect documents. I assumed that whole time between XXXX and XXXX that it was just stuck in the process somewhere. This is my only fault - assuming someone was doing their job. On XX/XX/XXXX after panicking about the foreclosure and contacting them to fix things they re-opened the loan modification process again and sent to underwriting. They approved and send new loan modification documents ( with just my name! ) and immediately executed and returned to US Bank ( they received on XX/XX/XXXX ). Today ( XX/XX/XXXX - two full weeks later ) I called to check the status because they had not communicated anything to me. They informed me today that my modification was rejected because the home is not owner occupied. They said that because I was trying to modify it post-COVID, after the fact that it had to be owner occupied. This was not the rule when I qualified for the loan modification in the first place and it was in underwriting and approved multiple times. The only reason I am doing anything " post-COVID after the fact '' is because US Bank made error after error. The extended timeline of this modification is because of US Bank 's errors. Also, one additional point, each time I start a call with US Bank they have a standard set of questions they ask and one of them is " is this your primary residence '' and I always answer " no it is tenant occupied ''. It is not like this is new news to them. Every conversation for two years starts with this information and they have approved the loan modification multiple times. This has been an extremely demoralizing and stressful situation. I am published on a public foreclosure list. I receive non-stop phone calls about the foreclosure and my tenants and myself get multiple pieces of mail daily regarding this. My tenants no longer have faith that they have a secure place to live and want to break their lease. US Bank has treated me as if I am in default and in the wrong. They have made multiple mistakes and will not listen to me to correct them. I have never been able to escalate this on a phone call, they refuse or transfer me and it disconnects. I have spent countless hours on the phone with them only to speak to someone at an entry level who doesn't have a clue. I have to wait on hold while they IM their supervisor and get nowhere sometimes for multiple hours. I have written their formal complaint department four times with no response. As of today they are saying my loan modification is rejected which means if I don't come up with the money from the forbearance period that I will lose my house in foreclosure. Please, please help me! 

ATTACHMENTS XXXX XXXX XXXX XXXX -Account # Hide full complaint What product or service is your complaint about? 
PRODUCT OR SERVICE Mortgage TYPE FHA mortgage What type of problem are you having? 
Inactive modal ISSUE Struggling to pay mortgage CONCERNED ABOUT FORECLOSURE? 
Yes IS THERE A DATE OF FORECLOSURE? 
Yes ( XXXX ) HAVE YOU ALREADY TRIED TO FIX THIS PROBLEM WITH THE COMPANY? 
Yes MISSED PAYMENTS? 
Yes PAID COMPANY TO AVOID FORECLOSURE? 
No What happened? 
I have a mortgage with US Bank. I purchased in XXXX and have been in excellent standing for the life of this mortgage. In XXXX of XXXX I was XXXX  due to COVID and the tenant of my home was as well. I opted to sign up for the COVID Forbearance program to alleviate the financial stress. I went through the underwriting process with US Bank and they approved the loan modification. They sent the papers and when I went to have them notarized we realized they were in my maiden name ( I purchased the home 8 years before I met my husband ). I sent them a name change form and marriage certificate to change the name on my mortgage and have them reissue the papers. US Bank sent new loan modification documents but they added my husbands name to the loan! This was never requested by us nor did my husband authorize them to add his name to anything. I asked them to please remove his name and re-issue the papers. They sent papers with his name again and told me it was required because Colorado is a Common Property state. This is 100 % false. I insisted that they were wrong, and to please remove his name. US Bank then informed me that I had to sign a Quit Claim Deed to remove his name. Again, I insisted that they were wrong. I stated that I should not have to sign an incorrect document removing him as we never added him. The conversation about the Quit Claim Deed was in XXXX of XXXX. I asked them to please get it right and send me the correct documents. Many months went by and I assumed that it was being escalated and it was just delayed because it was complicated ( and everything seemed complicated with COVID rules ). I never missed a payment outside of that forbearance period and resumed my automated payments. Fast forward to XX/XX/XXXX... I find out from my tenants that there has been a foreclosure notice taped to the front door. I had NO IDEA. There was no communication from US BANK. I had been making my regular payments, all automated and on time. I called the Public Trustee and confirmed that my home was in fact listed on the foreclosure list with a XX/XX/XXXX sale date. I immediately called the filing attorney and US Bank to try to fix things. US Bank then reviewed my account and informed me that on XX/XX/XXXX they marked my account as " customer denied loan modification ''. I never denied the program, I was just unwilling to execute incorrect documents. I assumed that whole time between XXXX and XXXX that it was just stuck in the process somewhere. This is my only fault - assuming someone was doing their job. On XX/XX/XXXX after panicking about the foreclosure and contacting them to fix things they re-opened the loan modification process again and sent to underwriting. They approved and send new loan modification documents ( with just my name! ) and immediately executed and returned to US Bank ( they received on XX/XX/XXXX ). Today ( XX/XX/XXXX - two full weeks later ) I called to check the status because they had not communicated anything to me. They informed me today that my modification was rejected because the home is not owner occupied. They said that because I was trying to modify it post-COVID, after the fact that it had to be owner occupied. This was not the rule when I qualified for the loan modification in the first place and it was in underwriting and approved multiple times. The only reason I am doing anything " post-COVID after the fact '' is because US Bank made error after error. The extended timeline of this modification is because of US Bank 's errors. Also, one additional point, each time I start a call with US Bank they have a standard set of questions they ask and one of them is " is this your primary residence '' and I always answer " no it is tenant occupied ''. It is not like this is new news to them. Every conversation for two years starts with this information and they have approved the loan modification multiple times. This has been an extremely demoralizing and stressful situation. I am published on a public foreclosure list. I receive non-stop phone calls about the foreclosure and my tenants and myself get multiple pieces of mail daily regarding this. My tenants no longer have faith that they have a secure place to live and want to break their lease. US Bank has treated me as if I am in default and in the wrong. They have made multiple mistakes and will not listen to me to correct them. I have never been able to escalate this on a phone call, they refuse or transfer me and it disconnects. I have spent countless hours on the phone with them only to speak to someone at an entry level who doesn't have a clue. I have to wait on hold while they IM their supervisor and get nowhere sometimes for multiple hours. I have written their formal complaint department four times with no response. As of today they are saying my loan modification is rejected which means if I don't come up with the money from the forbearance period that I will lose my house in foreclosure. Please, please help me!

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