Consumer complaint received 2022-01-19
Company: U.S. BANCORP
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
As part of the COVID Relief Act and due to my 18 month deferment coming to an end with my XX/XX/XXXX pay I contacted USBank on XXXX spoke with a XXXX, to get my options to start to repay my payments. I was provided two options. XXXX ) Pay the past due amount in full 2 ) Agree to a 3 month trail modification and then see if a full loan modification will be approved. The terms XXXX explained for the trail mod was to make 3 payments for the months of XXXX, XXXX and XXXX in the amount of {$1000.00}, and the past due amount would be placed in a Balloon lien on my loan iao {$22000.00}. 
I asked if any interest etc was added to this amount and never received an answer. XXXX also stated that there was an Escrow shortage and that needed to be covered. I advised that I sent in a check iao {$570.00} on XX/XX/XXXX and asked if she could validate that amount and she stated that was another dept, but that amount " should be reflected within the modification ''. I made the three trail payments and then on XX/XX/XXXX I received a call from XXXX stating that the modification documents were not complete and to continue to make the payment ioa {$1000.00} until the modification was finalized. I received the loan modification documents on or arou d XX/XX/XXXX and the terms that I discussed with XXXX on XX/XX/XXXX had changed so I called and spoke with an extremely rude representative to inquire about the changes and she couldn't provide the answers and got really defensive so I asked to speak to the assigned relationship manager whom I have attempted to contact multiple times and she stated he/she wasn't available but would send an email to contact me due to my questions about the modification terms. After calls and no answers I signed the documents to avoid negative consequences to my credit and avoid the risk of foreclosure which had been mentioned before. Not sure it that was scare tactics but it worked!! As a new homeowner I wanted to avoid my credit getting ruined and not losing my home at all cost. I received my annual Escrow Analysis on XX/XX/XXXX which was dated XX/XX/XXXX. I called and spoke with XXXX to inquire about the payment that is listed vs the modification and she couldn't tell me what payment should be made and told me to contact the mortgage assistance dept. I called my relationship manager XXXX XXXX, whom I can never get in contact with so I held for an extremely long time without being able to continue to hold to speak with a representative about my concerns. It concerns me that none of my questions in reference to the changes to the modification agreement , trail payments not being reflected on my account, the XXXX XXXX not being documented or outlined within the modification documents, and the XXXX increasing by $ XXXX. As a consumer and new homeowner I feel that my mortgage company is taking advantage of this crisis and not disclosing all the terms of the modification. It is extremely discouraged and worrying that a company so large doesn't have employees to clearly explain or answer questions that a borrower has on such an important purchase and livelihood for their family. Large companies should be held more accountable and assist a borrower calling in for assistance to ensure they understand what actions are being taken on their loan. This truly has stressed me out and caused lost od sleep worrying about if I did the right thing in purchasing a home. I hope no other borrower received/receives this type of disregard when honestly teyi g to do the right thing and ask questions and get quality assistance from their mortgage company. I also have an amount of {$1400.00} in corporate advances which could not or was not explained. Something has to be done to better provide explanations of fees/cost to borrowers instead of just placing it on a statement without any explanation.

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