Consumer complaint received 2020-10-06
Company: U.S. BANCORP
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Back in late XXXX I had XXXX  girls extremely XXXX. I was out of work on extended leave through XXXX and when I returned to work I had back pay that was taken to catch up on insurance. I went a few months with partial pay or no pay. In doing this we became right around one month behind on our mortgage. I was encouraged to apply for the mortgage assistance program. Keep in mind, we were paying end of the month or right at the first of the following month so right around one month behind. I applied for the program and was accepted and was advised that I was approved for a plan in which I would make six months of payments at a reduced amount. Our regular payments are around {$1800.00} and these payments were around {$1400.00}. I specifically asked the agent I was working with, XXXX XXXX how paying less would bring my account current. I was advised trust me it will work. I confirmed on the phone if I pay six months at the reduced amount on the seventh month I go back to regular payments and loan is back to normal. I was advised yes that is correct. This agreement was done verbally. I agreed and made the payments on time and even early. I paid the XX/XX/XXXX installment, which was the final one of the plan in XX/XX/XXXX. At this point I was no longer able to contact XXXX and had to speak with whomever I got on the phone. At that point I asked the representative, this is my final payment on the installment so I make my regular payment next month correct? I was told I needed to contact XXXX and she would make adjustments to my account so I could resume regular payments. She attempted to transfer me to XXXX and I was routed back to the queue, where I reached another agent who told me the same thing. I continued to attempt to reach XXXX over the next few days via phone and email with to no avail. I called back in and got another representative who told me yet another story, that by me being o/n this plan my account can not be brought current and that I must pay the past due balance. I asked for a supervisor to which no one was available so I tracked down XXXX 's supervisor, XXXX XXXX, who advised what I actually need to do is reapply for assistance. I asked why I was not initially told that and she said it is a training issue that she would address. Within a week I applied with a new application and now an account much further past due. I submitted the application and initially received a call back asking about deposits into my account. I explained while my husband is not on the mortgage he does send me money for household expenses all of which are paid from my account. The representative said that's all she needed and she will pass this along to the underwriter. I then received another request for information, this time it was a profit and loss statement. I called in at least six times and explained I am not self-employed there is no profit and loss statement I can provide. The first person I spoke with didn't know what a XXXX XXXX XXXX were then I was asked to send a letter stating this and I did so. I then continued to receive requests for a XXXX XXXX XXXX statement and finally asked for a manager and reached XXXX who is a senior representative. I spoke to XXXX on XX/XX/XXXX and she researched my account and found that someone relayed to the underwriter that I was self employed but the letter should have cleared up the issue but she reached out to the underwriter and said they cleared the request and I am now in the queue for underwriter review. I continued to receive calls so I called back on XX/XX/XXXX and explained that I was still receiving notifications that I need to submit a XXXX XXXX XXXX. XXXX assured me that she handled this and it was an automated system sending the messages and to disregard. Then, around XX/XX/XXXX I received a call that my file was denied for not submitted the required documentation. I was asked how I could submit something that does not exist? I was told they would research it and get back to me, this was XXXX XXXX I spoke with. I received one call back after attempting to reach out multiple times. I was promised another call back by Friday XX/XX/XXXX and did not receive a call and I attempted to call several times Friday and today. I finally got through to an analyst who told me I needed to reapply because I did not comply with the last request. I asked for a supervisor or manager and again was denied one. I have been told multiple times someone would call me back and no one ever does. I have been told several times they do not understand what the underwriter was doing and they would research and help me, it never happens. The bank is in violation of UDAAP. I started this venture barely 30 days past due, and was never told this would make my account further past due as a matter of fact I asked them how lower payments would make me catch up. I get zero help from the bank. I have done everything that has been asked. This process has been very deceptive and unfair. We have a good bit of equity in our house and I feel as if the bank is doing this to take our home. At this point if I would have handled it myself we would have had no problem being on time months ago.I regret getting a mortgage with the bank and I regret allowing them to try to " help '' me. I was even told on multiple occasions I was not allowed to make payments despite begging to. Now my loan is severely behind and in this case it is no fault of my own. I have made numerous attempts, spent hours on the phone to get a different answer with each contact. I want one point of contact that will give me the same " story '' each time I call. I want to know specifically why I was told conflicting stories. Why was my file denied for not submitting a document that does not exist? What specifically do I need to do going forward? I am trying my best to resolve this and get no support from the bank. I am currently consulting with legal council as well to determine how to move forward.

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 non-monetary relief