Consumer complaint received 2015-03-30
Company: U.S. BANCORP
State: GA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have been working on a loan modification with U.S. Bank for almost a full year. I fell behind on my mortgage payments when I became unemployed almost 2 years ago. I continued to make the payments on my home for 10mo ; using my savings and retirement account money ( IRA, XXXX ). When I had to make the choice to either feed my wife and XXXX young boys ... or pay the mortgage and credit card bills ... I chose to feed the family. 

After missing a couple payments I notified U.S. Bank of my hardship and they began working on my modification. They have requested and I have provided more information than I ever thought possible. They make it " seem '' like they are trying to keep me in my home. However, after dealing with this process for almost an entire year, I have come to realize that they are just playing games with me and do not intend to help me. 

I submitted all the information they requested almost immediately. Then, every couple weeks they find new info that they need. I would provide that information. Then every 2-3 months, the information, the documents I had signed, the RMA - Request for Modification Assistance, would " expire ''. What I noticed after this happening several times was that my " relationship manager '', the person assigned to my account, would not get back with me, sometimes 2 weeks at a time when I would ask if my file was complete and in process. On multiple occasions he would even tell me that my file " looked complete to him '' and that he would submit it for processing. Every time they would come back needing something -- -typically something I HAD ALREADY PROVIDED THEM, which happened XXXX or XXXX times. I would then resubmit what I had ALREADY provided. U.S. Bank would then come back and say I needed to provide it in a different way or find some reason not to accept what I submitted ... or flat out lie and say they did not receive it -- -- even though I have email records saying I sent it, and there office saying the documents were received. 

The worst part is that I am not trying to receive anything for free. During this entire process I have asked that my missing payments be added to the back end of my loan ; they do n't lose any money, then I can resume paying. After 5 or 6 months of missed payments I told U.S. Bank that I could once again afford my monthly payments but had exhausted my savings and I thought we were working towards a common goal -- the modification which they said would help me. I even started making payments as a " good faith '' to show I was serious. To my shock ... they returned my payment and said I had to continue the modification process. The awful thing is, they returned my payment 5 months ago ... I could have been paying for the last 5 months and that would have put more money in U.S. Bank 's vault but instead they told me not to send it in. 

On at least XXXX different occasions they have asked me to send in info that I have already sent to them. Even worse, they are often replying to that exact email detailing what I sent in while asking me to send something they already have. Multiple times my relationship manager has said my file is complete ... only to hear back from the processor or my Relationship Manger that something is missing or expired. 

I want to stay in my home and so does my family. I am now past the financial hardship and can afford to make full payments on my mortgage each month ... and I have been able to for 5 months, but savings is exhausted, I do not have the ability to pay back all the missed payments which is almost a full year now. 
They have delayed info, lied to me, misconstrued the truth all while " saying and acting '' like they want to help me stay in our home. I have emails of this entire process. It is blatant and obvious. I have provided all the info they have required and in some instances sent it in XXXX and XXXX ... but still they move to foreclose on me.

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