Consumer complaint received 2016-04-22
Company: U.S. BANCORP
State: NC
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
I want to submit a second complaint against US Bank. My husband passed away in XXXX and I got very behind in my mortgage. I tried several times to get a modification, but US Bank denied my request. I resubmitted the request for modification since my income had changed. Thereafter, I decided to just sell the property and try to start over. Therefore, I hired a law firm to help me with the short sale. They initially set a hearing date of XXXX/XXXX/XXXX for foreclosure. I spoke with the attorney representing the bank and asked for an extension to work out the details of the short sale, and she told me to call the bank directly. I called the bank but my relationship manager had been changed and the new person was on vacation for the next two weeks. I therefore spoke with another representative. She told me that because I had resubmitted the loan modification, my application would be in review and no hearing would be held. Therefore, I did not go to court on the date of the hearing. I found out that the bank did not inform the lawyer, and they had the hearing anyway and set a sale date of XXXX/XXXX/XXXX. On the advice of my new lawyer, I filed a complaint and we submitted another modification request but it was for the short sale. After the bank was notified of the complaint, they gave me an extension until XXXX/XXXX/XXXX to review my request for the short sale. The paralegal handling my short sale filed everything with US bank in XXXX. He called repeatedly and asked if they had all of their information and but did not receive an answer for three weeks. On XXXX/XXXX/XXXX, the paralegal, XXXX XXXX, lodged a complaint and asked for escalation to find out what was happening at the bank since he could not get an answer. Only on XXXX/XXXX/XXXX did he get a response only to find that our relationship XXXX had been changed again without any notice. He was told by the new relationship manager that the application was complete, but he pressed her to review the whole package while he was on the phone to make sure it was complete since we are nearing the sale date of XXXX/XXXX/XXXX. After looking, she told him that they required one more thing but would need it by XXXX/XXXX/XXXX because they had a deadline of XXXX/XXXX/XXXX for the application to be complete. I submitted the required paperwork but am worried that the bank will wait until it is too late and then say that I did not get them everything they needed. We think that the bank 's actions have been outrageous. They did not respond to any of my paralegals phone calls for more than 3 weeks and then told us that they had again changed the relationship manager without any notice. When they finally responded, the rep stated that they had everything they needed only to change her mind after being pressed to review there file by my paralegal. She then stated that they needed one more thing but then gave us a deadline when they had been the party to waste the time. I think they are just trying to string me along and then deny my request. I have found a buyer for the property and they are trying to block it. I would like them to process the request and let me sell the property instead of foreclosing the house against. This would allow me to pay off the debt to them and start over.

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