Consumer complaint received 2016-12-06
Company: U.S. BANCORP
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I opened a business in XXXX XXXX, and I purchased my home XXXX XXXX through XXXX. It was sold to US Bank shortly thereafter. I made payments on time for the first year, until XXXX XXXX due to unstable business income, a family member stealing , and supporting XXXX kids alone. I called, set up a payment plan, ( without issue ). The 2nd payment I made was set to draft on a Friday and the following Monday it had not, so I called to confirm it was in process. The rep. said they did not see a scheduled payment, and took a payment over the phone. It turned out the draft was still scheduled and after she took my payment over the phone, the original ACH draft went through and bounced back, therefore alerting their system that I had broken the payment plan, which I did not. The following month I was unable to pay one month, as it appeared I had broken a payment plan. I could not pay more than 1 at the time, and they said that even if it was not my fault, the system would n't allow it. I was sent to loan mod, who said payment plan should work with me and sent me back. I was at a loss as my account became more delinquent. I finally spoke with a rep who identified what happened with my first payment plan and even refunded me the fee that US Bank had charged me for bouncing it. She said there was no reason to deny me a payment plan. She took all of my past due payments and split them into 4 installments saying they went out 4 months so she could n't enter them in the system, but that she was notating my account. I called back to make the first one, and was told no notes were on file, despite being able to see the refunded fee. At this point I was several months behind, and they told me my option was loan modification, or to pay more than half of the past due. I asked what the full amount was and when it was needed by, they told me about {$3800.00} I let them know that I did not think this was possible, but I would try. They submit this as a payment plan even though I was told I could not set one up, that was just the amount I was told I had to pay all at one time. I was only able to pay {$2800.00}, and had {$1200.00} in suspense, but they would not accept it. If accepted, I would have only been 2 months behind, because they did not, I became 6 months behind at which point I 'd have to pay all past due $ or apply for loan modification, during which no payments are accepted, to avoid foreclosure. They put a sale date on my home and listed it, I have an FHA loan, they never offered a face to face meeting. I requested notes and phone call recordings on my account, none of which were available. I submit all of my documents on time, the day I did, the rep told me she saw a payment plan on my account as of that day, which I was told was an error- surprise since the " system '' would n't let them do this. I was denied modification, my " relationship manager '' advised me to short-sell to avoid a foreclosure. She told me I was unable to appeal unless the info I submit was incorrect. It seems this is the result US Bank has been hoping for since the day that I fell a month behind. I have complied with their process, offered substantial payments, been passed around from one rep to another, given conflicting info, lied to about my account being notated, misled about minimum payments, and installment plans that were offered then denied! I am XXXX, I am drowning in debt, I know for certain that I do not make fraction of what I did when I obtained the mortgage in XXXX considering debt/income ratio especially. Not counting my mortgage, I am now in over $ XXXX of debt related to my business and at that time I did not have a single dollar of debt. I am now waiting for my package and letter of declination unsure of how I can keep a roof over my girls heads. US bank has essentially pushed me into foreclosure at every juncture, and consumers need to be WEARY.

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