Consumer complaint received 2019-07-20
Company: U.S. BANCORP
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2019 I called ( on my cell phone ) US Bank Home Mortgage to ask if I make a mortgage payment the next day ( because that was when I got paid ) and would I have to pay a late fee, the customer service representative said no. The next day I made my mortgage payment online through US Bank and shortly after I received an E-Bill payment confirmation email from US Home Mortgage stating " Dear X, You are receiving this email to confirm your payment will be processed on XX/XX/2019 for account ending in XXXX. Please review the payment details below to confirm accuracy. 

The payment will be debited from your checking account ending in ****** for payment due on XX/XX/2019 in the amount of $ *******. 

The confirmation number for the transaction is : XXXX. We appreciate you making your payment using our E-Bill service. 

If you did not make this transaction or if you have concerns with this payment, please contact us immediately at usbankhomemortgage.com or call XXXX, representatives are available to assist you Monday Friday between the hours of XXXX XXXX XXXX XXXX, CT and Saturday between the hours of XXXX XXXX XXXX XXXX, CT. 

If you wish to update your subscription preference, you can do so at anytime by logging onto usbankhomemortgage.com and go to Manage Preferences. 

Thank you, U.S. Bank Home Mortgage '' I reviewed the details in the email and I thought everything was fine until today XX/XX/XXXX when I logged onto my mobile banking account and saw that the funds for my mortgage payment were not been taken out. I called customer service again at ( XXXX ) XXXX and asked why the funds were not taken out if I made the payment on the XXXX, the customer service representative told me that I would get a letter in the mail explaining what had happened. I said I want to know now, that I made the payment online and have a confirmation # that it was submitted successfully and that I didn't receive any type of notification from US Bank via phone, the phone app or email telling me that there was a problem processing my mortgage payment. On the contrary I got a confirmation # stating that it was submitted successfully. She then apologized and told me that there was an error when I made the payment online, a user error, and that I put one wrong number in my account number, and thats why the payment wasn't taken out and that I now have a {$31.00} Late Penalty Fee. I requested that she process my mortgage payment over the phone which she did, and that they waive the late fee because I should've notified me asap that it wasn't successful instead of telling me that it was successful and even giving me a confirmation #. She said that she couldn't waive it because I already used my one time courtesy waiver ( I used that over a year ago ). I said that this wouldn't be a courtesy for me that they should've notified me that it never went through.

After 47 minutes ( 40 min of which I was on hold ), two customer service representatives, and one very condescending yet apologetic Mortgage Supervisor named XXXX ( XXXX ), I was given the run around and told that the late fee could not be waived because it was my mistake not theirs, and that I could've used my phone to look up my account number, I used a check and apparently a phone is better according to the Mortgage Supervisor. I explained my financial situation and also that with the technological advances that they should've told me the payment didn't go and they said that they did and that I would get that letter in the mail. I feel scammed, and as though I am being nickle and dimed with this fee. This bank confirms my contact information with every person I've spoken to, they always ask what is the best form of contact and I say email and yet for this they are going to send me a letter 5-7 business days later to tell me that my online mortgage payment didn't go through when I found out on my own because I noticed that the payment wasn't taken out of my account.

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