Consumer complaint received 2016-07-12
Company: U.S. BANCORP
State: OK
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
XX/XX/XXXX, I missed a payment. I was planning on making it up XX/XX/XXXX, but my wife lost her job and we had a loss of income until she began working again XX/XX/XXXX. There are other calls in addition to those below, but they were made on my work phone so I do not currently have a log of those calls. All calls were either made directly to the U.S. Bank Loss/Mitigation department or to my relationship manager. 
On XX/XX/XXXX at XXXX, I called to make a payment. I was informed they could not take my payment unless I was going to pay for the current month and what I missed XX/XX/XXXX. I could n't do that ; so they took financial information to look at a payment arrangement. After doing so, they apologized and told me I would need to call back at a later date as their computers were down. 
I attempted to pay again on XX/XX/XXXX at XXXX. and was once again told that they could not take my money without a payment arrangement. I was told I should talk to my relationship manager ( I 've lost the paper with the name and phone # I was given ; but it differs than the one I was assigned later ) They transferred me to a number where the voicemail told me the mailbox was full and the phone disconnected. 
On XX/XX/XXXX at XXXX., I received a voicemail introducing me to my relationship manager, XXXX XXXX, who could be reached at XXXX, extension XXXX. I called back the next day and left a message asking for a call back. 
I called again on XX/XX/XXXX at XXXX. and spoke to someone who again took my financial information and submitted a payment arrangement along with my down-payment of {$2300.00} and gave me the confirmation number XXXX. The same representative called back at XXXX. and said that the system came back and rejected my payment. She transferred me to my relationship manager ( name not documented ). I got her voicemail and left her a message with my name and number ; begging for her to call me back to save my home. 
I called my relationship manager ( XXXX XXXX ) XX/XX/XXXX and left another message ; begging for a call-back. 
I called again on XX/XX/XXXX at XXXX. and spoke to XXXX. She went back through what she said were pages and pages of notes in different windows to find the problems. She said that XX/XX/XXXX, there was a note that I had filed for bankruptcy and that I no longer resided at my property ; and this was the reason none of the payments would go through. Both statements are false. I have never filed for bankruptcy and have lived in my home at this address with my family from XX/XX/XXXX. That same day, I faxed a copy of my electric bill to confirm I still reside at this address and was told that after the fax was processed, they would be able to take my payment and setup payment arrangements on Monday, XX/XX/XXXX. 
On XX/XX/XXXX, I attempted to call XXXX XXXX five times. Each time, the system would hang up immediately after I entered her extension. I then called the main loss/mitigation department to attempt to make a payment XXXX. ( XX/XX/XXXX ) and asked the representative if they had received my fax confirming my address. He said they had and that the property was not listed as vacant in his system. I attempted to make a payment and was asked if I had been sent a work-out packet. I said I had and he informed me that they could not take my payment until I had filled out the packet and sent it back in. He assured me once they had it, they could take my payments. I asked him to note that I had made several attempts to contact my relationship manager without success and asked him to transfer me to her. I was transferred to someone named " XXXX '' and left a voicemail with my name, phone, account number, and advised I was filing a complaint with CFPB. I have yet to speak to a relationship manager or anyone at this company that will assist 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 explanation