Consumer complaint received 2016-07-29
Company: U.S. BANCORP
State: VT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I began a Mortgage Relief application process XX/XX/XXXX, with US Bank, but, as you will see in the attached documents, the review did not begin, until XXXX, XXXX. Because I did not want to retain the property, I was told that my first relief option was to apply for a short sale, which included listing the property until XXXX XXXX, XXXX, and then, if it did not sell, it would be reviewed for a deed-in-lieu. ( see attached emails from US Bank employee XXXX XXXX. ) I listed the property, and there were no offers. During the time it was listed, I had phone contact with my US Bank relationship manager, XXXX XXXX, and, when I could not reach him, I spoke with other relationship managers, which is an option when a consumer calls and the assigned manager is not available. Each and every time I called, I asked about the eventual option for a deed in lieu, and, if there were other paperwork that I needed to file, or anything else that was required from me. I was told that the short sale process had to be allowed to run its course, before any review for a deed in lieu could commence. On or about XXXX/XXXX/XXXX, my realtor received an email communication from US Bank Employee XXXX XXXX, asking THE REALTOR if I was interested in a deed in lieu, and that I needed to respond to XXXX XXXX in a letter, which the realtor passed on to me. I immediately responded both by email and letter, that I wanted to pursue a deed in lieu, and asking what I needed to do, if anything. I never received any replies, so I continued to call my relationship manager. I was told that once the short sale process was finished ( XXXX XXXX ) that the review for deed in lieu would commence, which is, again, consistent with what I was told by XXXX XXXX. The most recent phone conversation I had with a relationship manager was on XXXX XXXX. I called to find out what was happening, and XXXX XXXX was not available, so I spoke with a relationship manager, " XXXX. '' She was very clear in confirming that the property was in process for deed in lieu review, and that it could take up to 90 days from the date of the end of the short sale process to get through this, but, she assured me that there was nothing further needed from me. I SPECIFICALLY asked her to PLEASE MAKE A NOTE IN MY FILE that I had called, asking about the deed in lieu process, and if there was anything further needed from me, and what she had told me. She absolutely assured me that she always noted client calls, and these are recorded, as well. The denial letter I received on XXXX/XXXX/XXXX states that a deed in lieu was " NOT CONSIDERED '' because I was " NOT INTERESTED. '' I am stunned and very, very upset that this has somehow occurred! As you will see by my attached emails and letters, this is definitely not the case. Upon receiving the letter on XX/XX/XXXX, I immediately called XXXX XXXX, who was not available, so I spoke with another relationship manager. This woman told me that the letter did not mean that I had been denied for a deed in lieu, only that I needed to " REAPPLY. '' I told her that I felt that was ludicrous, after all of the emails and letters that I had exchanged with US Bank, which confirmed that I was already being considered for a deed in lieu.. I asked to speak with a supervisor. The supervisor told me something totally different from the manager. He stated that I was simply being foreclosed upon because I " missed the deadline '' to apply for a deed in lieu!!! I explained that no one had told me anything about having to apply for a deed in lieu, in fact, I had been told that the deed in lieu review was in process!! On XX/XX/XXXX, I called again and spoke with another supervisor, who informed that I had missed the deadline to apply, of XXXX XXXX, XXXX. THIS DATE WAS PRIOR TO ORIGINAL APPLICATION FOR RELIEF BEING ACCEPTED, so there is no way I could have applied for a deed in lieu before then! ( See att. )

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 non-monetary relief