Consumer complaint received 2021-01-12
Company: U.S. BANCORP
State: DC
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX, I received notice from U.S. Bank that I was approved for a mortgage re-modification. My first payment was due on or about XX/XX/XXXX ; however, the COVID 19 pandemic, which occurred that same month, shuttered all businesses in the District of Columbia and forced me out of work. I spoke with a bank representative who told me that the bank would extend a courtesy and allow me to make that first payment the following month XXXX XX/XX/XXXX ). Prior to making that payment, I received notice from U.S. Bank dated XX/XX/XXXX informing me that the re-modification was cancelled due to non-payment. I explained the details of the XXXX call, but it was to no avail. At some point thereafter, I completed the application for a forbearance plan and on XX/XX/XXXX, I was approved for a 3-month forbearance, which covered XXXX, XXXX, and XX/XX/XXXX. 

In XX/XX/XXXX, I received a notice dated XX/XX/XXXX confirming my request to enter into the CARES Act forbearance plan. This same notice stated that my forbearance plan was active from XXXX - XX/XX/XXXX. 

On XX/XX/XXXX, I received another notice from U.S. Bank informing me that You are already on an active forbearance plan as a result of COVID-19, and there is no additional action needed at this time. 

During the month of XXXX, I received numerous notices advising me that the COVID-19 forbearance under the CARES Act was scheduled to end on XX/XX/XXXX ; however, I had the option of extending it for another 180 days. I decided to exercise that option and called U.S. Bank on XX/XX/XXXX at XXXX EST to extend the CARES Act forbearance. I was told that it had been extended ; however, I continued to receive notices from U.S. Bank warning me that the forbearance was scheduled to end on XX/XX/XXXX. Shortly thereafter, I again called again U.S. Bank to inquire about the forbearance extension and was again told that it had been approved and I would receive notification in the mail. 

I called again on XX/XX/XXXX and XX/XX/XXXX only to be told that there was now an issue with my account and they were having an issue extending the forbearance. I was repeatedly told that there was an issue on their end, but that issue would not interfere with the processing of my forbearance extension. The forbearance was not extended. 

In XXXX, I received a notice dated XX/XX/XXXX, informing me that We have attempted to reach you to let you know the status of the payment suspension and that action is required on the account. At this time, your forbearance plan has expired, and the mortgage is in default. In addition, late fee assessment on the account may resume and we may begin reporting any contractual delinquency status of the account to the credit reporting agencies. The CARES Act forbearance STILL has not been approved despite repeated attempts and requests to do so. 

I called yet again on XX/XX/XXXX ( after receiving the above referenced notice ) and was on the line with a representative for more than 20 minutes and was told about the very same issue they were having with extending the CARES Act forbearance. I was told that the issue had been escalated and there was no reason for me to continue following up as they would automatically process the extension, but that did not happen. 

I again called U.S. Bank on XX/XX/XXXX only to find out that I still have not been approved for the COVID-19 CARES Act forbearance, which lawfully entitles me to an additional 180 -day forbearance. U.S. Bank is willfully refusing to apply the CARES Act forbearance to my account and is threatening me with legal action as well as reporting negative and untruthful accusations on my credit report. 

I am at a lost here. Ive done all of the things that were required of me to receive the benefits I am entitled to under the CARES Act, but U.S. Bank refuses to concede that I am entitled to those benefits. As such, I am in real and immediate danger of losing my home during a global pandemic all the while trying to cope with a very recent XXXX XXXX diagnosis. I am afraid and I am alone with no tools or resources to fight U.S. Bank for the benefits I am entitled to under the CARES Act. As such, I am requesting that your office intervene in some meaningful way and force U.S. Bank to extend the CARES Act forbearance for the statutory term.

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