Consumer complaint received 2015-06-23
Company: U.S. BANCORP
State: KY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XX/XX/XXXX, I entered into a payment arrangement with US Bank Home Mortgage to bring my mortgage current. The arrangement was a six month arrangement from XX/XX/XXXX to XX/XX/XXXX. The XXXX payment in XXXX was for {$1400.00}. Each of the remaining XXXX payments would be around {$1300.00} and some change. For the XXXX XXXX payments I made the payment amount by the XXXX of the month ( as part of the agreement all payments made by the XXXX of each month ). With my XXXX payment, I contacted a customer service rep on Monday XX/XX/XXXX to let them know that I was out of town and would not be back by the XXXX. I ask if I could make the payment on Friday XXXX XXXX, I was told that I could make the payment on the XXXX of XXXX and the payment plan would still be honored. I informed the customer service rep that I would be making the payment on XX/XX/XXXX. This information was noted in my account notes. I made the payment on XX/XX/XXXX using check number XXXX for the amount of {$1300.00}. On XXXX XXXX I made the XXXX and final payment of the payment arrangement. I noticed that my mortgage account had not been updated for some time. I I called US Bank Home Mortgage today ( XX/XX/XXXX ), I was informed that the bank did not receive my XXXX Payment and that my payment arrangement was cancelled. The also informed me that my XXXX payment was sent back because I did n't have a payment arrangement on file. I informed the bank that the XXXX payment had been made and the payment was taken from my bank account. The bank informed me that they did not show a payment being made ( the last payment applied to my account was for XX/XX/XXXX ). I informed the bank that I had proof of the payment and the date it was made ( as of today my XXXX payment still has n't been applied to may account ). I faxed in a copy of the receipt and the voided check showing the payment I made for XXXX. I was told be the bank customer service rep that they would locate the funds and apply it to my account. I was also told that I would need to set up another payment arrangement before they could accept any money from me. I refused to set up another arrangement. I notified the customer service rep that it was not my fault that the arrangement was cancelled. The arrangement was cancelled because the funds were not applied to my account, they were applied somewhere else ( US Bank policy is that all payment arrangements are cancelled automatically after the XXXX of each month is a payment is n't posted ). I told the rep that I 've held my end of the agreement and did n't think it was fair that I had to start a new agreement. My goal was to bring my account current by XXXX XXXX. This way I can begin to work on improving my credit rating so that i may refinance for a lower rate, any payment plan would delay this process and and cost me more money. So I ask to speak with a supervisor to help me with the bank accepting my payments, I was transferred to a lady with the last name XXXX but she did n't answer so I left a voice message. I called back later today trying to reach another supervisor about this issue. I was placed on hold for about XXXX minutes after speaking with a young man and some how I was transferred to a generic mailbox that ended the call. I was not happy having to wait that long and did n't get a chance to talk with anyone.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief