Consumer complaint received 2015-10-10
Company: U.S. BANCORP
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We have owned our home since XX/XX/XXXX. In XX/XX/XXXX when I became XXXX, and later my partner became XXXX due to XXXX, and XXXX we had reached out to XXXX Neighborhood Housing Services which is a HUD approved counseling agency in our area for assistance with a modification program that we had heard had been approved for qualifying homeowners who 's income had changed due to loss of income. The interest rate that we paid then and now is still 6.125 % and our monthly payment is {$1000.00}. per month. This included PMI, house insurance, and taxes. Our " HUD approved '' XXXX Neighborhood Housing Service counselor told us that they had helped hundreds of people in the area with foreclosure and they advertise this on their webpage, along with the fact that they represent you and " negotiate '' with your lender. In the first meeting back in XX/XX/XXXX we were told we did n't qualify for the specific " program '' that had rolled out, however we should check back. In XX/XX/XXXX after struggling we checked back after hearing about additional programs and getting nowhere with U.S. Bank. Again, we were scheduled to meet with another HUD approved counselor and asked to fill out one of " their packets '' so they could get paid by XXXX. On the day of the meeting XXXX had us in his office for only fifteen minutes ( we were told the meeting would last over an hour ) and ushered us out of his office after just a few question. He was visibly uncomfortable with the fact that my partner XXXX from his XXXX ( this occurs worse when he is under stress ). When reaching out to shake XXXX hand, he declined both our hands only saying he would make contact with out bank and let us know. After not receiving a call back from XXXX, I called them to inquire. We were informed that U.S.Bank told XXXX at XXXX that we could make our mortgage payments. I informed him that the only way we could continue to make our mortgage payment was if we went into further credit card debt. He had no additional recommendations and did not seem at all concern considering we had told him we wanted to keep our home. We tried again to work with U.S.Bank directly sending several packets requesting modification. On multiple occasion with these packets we would send the requested information only to hear that they needed addition docs. After sending the additional docs. U.S.Bank would state that the information had not been received, and our case had been closed. We would fill out another modification request and be sent to another " account point of contact person '' only to have the person be changed. U.S. Bank actually denied us a modification packet at XXXX point saying " we were to cash poor '' this was after telling KNHS " we could make our payments '' back in XX/XX/XXXX. This forced us into bankruptcy. Once again we returned to XXXX and requested another XXXX. Again, we were required to fill out XXXX modification packets for XXXX. During this XX/XX/XXXX meeting XXXX with XXXX stated that we should have been approved for a modification since we met the qualification back in XX/XX/XXXX! I continued to email XXXX at XXXX up until XX/XX/XXXX. She verified in XX/XX/XXXX that all of our documentation had been sent to U.S.Bank and that they would contact me with an update. I shared with her my concern about U.S.Banks " pattern '' of letting customers documents " expire '' and therefore continuing to close, deny, or require a new packet. After several e-mails XXXX our HUD approved counselor with XXXX was no longer responding. I contacted U.S.Bank directly and was informed by XXXX the latest " account rep '' that she could not read the info. sent by XXXX so instead of calling them, U.S.Bank again let the packet expire! I called FHA for assistance, they forwarded it to HUD. No help! 
XX/XX/XXXX U.S. Bank has scheduled to sell our house in a sheriff sale!

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation