Consumer complaint received 2016-10-14
Company: U.S. BANCORP
State: FL
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I closed on my house XXXX XXXX, 2016. XXXX. was my mortgage lender, and my first payment was due on XXXX XXXX. My original principal amount was {$190000.00}. I made my XXXX payment on XXXX XXXX and my XXXX payment on XXXX XXXX. Those payments, along with the extra I paid towards principal, brought the principal balance to {$190000.00} and my escrow balance to {$2700.00}. I received a notice stating that my loan was to transfer to US Bank on XXXX XXXX. According to my final statement from XXXX, dated XXXX XXXX ( also found in my account from XXXX online portal ), my outstanding principal transferred over with a balance of {$190000.00} and my escrow balance transferred at {$2700.00}. US Bank claims the outstanding principal balance transferred at {$190000.00} and the escrow balance transferred at {$2400.00}. Obviously, US Bank has miscalculated the balances on my account. I contacted a US Bank representative about the mistake and they told me the amount was correct and that if I did n't agree, I needed to contact XXXX. When I contacted XXXX, they agreed that the information US Bank is reflecting is incorrect. I asked XXXX to contact US Bank to work the problem out. After giving them adequate time to do so, and still no resolution, I began calling both lenders several times trying to get the problem resolved. I spoke to a representative from XXXX who told me that they did contact US Bank and did confirm that the balances transferred at the amounts that I am claiming. On XXXX XXXX, I received a letter from US Bank as a result of one of the investigations they had opened in response to my many complaints. The response only contained a copy of the letter that I had already received from XXXX about the loan transfer, along with a purchase schedule between US Bank and XXXX. This purchase schedule is supposed to show the original loan balance, interest rate, escrow balance and the current unpaid principal balance and show the amount transferred between US Bank and XXXX along with all the fees that applied. However, the purchase schedule only contained the loans ORIGINAL loan balance of {$190000.00}, the interest rate and what would have been the escrow balance as of XXXX XXXX, which was before my final payment to XXXX on XXXX XXXX. US Bank eventually asked me to fax them proof of my claim, so I sent copies of my online account activity on XXXX XXXX. On XXXX XXXX, I called to confirm receipt of the fax and to see if any additional information was required. I was then told they needed me to fax them all of my mortgage statements from XXXX, which I did the same day. A few days later, I talked to a US Bank representative named XXXX who agreed with me that there was clearly an error. She said she thought she could have the issue resolved in about a week, but that she needed my bank statements as proof of my payments to XXXX. I had already sent my mortgage statements, but those were not proof enough. I faxed the information, and waited about a week, then called back when I did n't hear anything. I called several times, always being told a new inquiry would be opened because the previous inquiries were marked as resolved. There has been no real effort to resolve this situation. I have included all of my faxes, statements and other correspondence that clearly show that an error has been made with my account.

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