Consumer complaint received 2019-11-29
Company: U.S. BANCORP
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/2019 I mailed my completed Loss Mit Application to US Bank via USPS. 

I had not heard back from them as of XX/XX/19, so I called them on XX/XX/2019 at XXXX XXXX  CST and spoke with XXXX XXXX at US Bank regarding my application. She advised me that the form I completed showed I was XXXX XXXX  because I submitted a value in the tips/commissions field. I advised her that I provided the value because I receive tips from my part time job, not including the bi-weekly income I receive from Unemployment  Benefits. I am not XXXX   XXXX. She advised me that I would need to write a letter stating that I am not XXXX  XXXX, that I am in fact a W-9 worker and that the amount entered within the tips/commissions field if for the amount of tips I receive from my part time job. I also needed to have my children write letters stating how much of their income they give me. I was also advised to send in a new household income form and proof of the amount of tips I receive. 

I resubmitted the requested items XX/XX/19 ( via USPS tracking # XXXX ). On the morning of XX/XX/19 I received an Job Offer from XXXX that included my title and my monthly salary. I called US Bank right away to inform them of this and they advised me where to email it ( XXXX ). I did so and waited to hear back. 

On XX/XX/19 at XXXX XXXX CST I called US Bank to confirm they had received all of the requested items. The agent advised me that I the offer letter I submitted from XXXX needed to include my start date and frequency of pay. In speaking with XXXX, they advised me that they could not provide that until the results of my drug screening came back. 

I called and spoke with US Bank on XX/XX/19 at XXXX XXXX to advise them of this and they advised me that my application was still in review and that they had all of the requested items. 

I called again on XX/XX/19 at XXXX XXXX  and spoke with XXXX ( my relationship manager ) regarding the status of the review. I was on the phone with US Bank for over an hour. She advised me that I now needed to send in new paystubs from my part time job and that she would be submitting a reinstatement request for me. I called and spoke to my employer requesting a copy of my most recent paystubs. 

Upon receipt on XX/XX/19 I called XXXX again to advise her that received them. She advised me to email them to XXXX and XXXX so I did. She then advised me that she would not be returning to the office until Tues XX/XX/19 and that I should call back to speak with her then. 

I called her ( US BANK ) back on XX/XX/2019 at XXXX XXXX  and was advised that she was not there and that my application was still in review. No new information was provided to me regarding my application. 
I called again on XX/XX/2019 a
t XXXX XXXX and was advised that my application was likely going to be denied because my job offer letter did not include a start date. I advised them that I am at the mercy of my employer. The representative advised me that I would have to wait for the underwriter to finish reviewing my application. 

I called again today,XX/XX/19 at XXXX XXXX  and spoke to XXXX who advised me that my application was being closed because the paystubs I provided for my part time job were not consecutive. I advised her that I provided to them what my employer provided me and that this issue was not previously informed to me. I requested to speak with a manager and she transferred me to ( XXXX ) who advised me that my attempts had been exhausted. I have emailed my consecutive paystubs to XXXX and XXXX. 

I would like to stay in my home ; I live here with my wife and XXXX kids. My kids names are XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. 

We don't have anyone to turn to but you. Please help!

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