Consumer complaint received 2017-05-26
Company: U.S. BANCORP
State: NE
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
During the whole mortgage application process, it was very difficult to get finished up and get to the closing date.     The day of our closing was  XXXX   XXXX ,  2017.  We arrived at the  XXXX   XXXX   XXXX   XXXX  (  XXXX  ) and found that we had more paperwork, from  US B ank, that needed to be completed before closing. This resulted in the seller leaving the office, upset, leaving us, the buyers, uncertain if he was going to pull the offer off the table - which he threatened a few times before because   of ( almost ) five months of getting to a closing date.
Four   hours after the closing paperwork was finished, we got a phone call from the  XXXX  US Bank office. It was from  XXXX   XXXX  (  XXXX  ), asking if we were supposed to close on our house today. After answering that we already did, he responded with, " well, maybe. '' This response instilled panic and he insinuated that if we did n't do as requested, our house closing would n't technically be closed. The request he made was, to get a cashier 's check from my wife 's account,  XXXX   XXXX , to the  Title Company  's name and  XXXX   XXXX  as the remitter. We immediately called the title company to see if we could stop the initial cashier 's check from being deposited. This could n't be done since the cashier 's check was already at the bank. The   XXXX   XXXX   XXXX   XXXX     m entioned that the money was already wired to the seller and the title was already changed to,  XXXX   XXXX  's, name. She mentioned this could be a scare tactic that US Bank was using to get the documents that they failed to request prior to closing.     The next day we get a phone call from,  XXXX   XXXX  (  XXXX  ) requesting we get a mock cashier 's check ( mentioned above ) since the title company already cashed our real cashier 's check.  XXXX   XXXX , informed her that we were willing to do this if this was the last piece of information they needed. We went to the  XXXX   XXXX   XXXX   XXXX  to speak with our personal banker,  XXXX   XXXX   (  who has been through this whole process with us ) (  XXXX  ), requesting a mock cashier 's check for  XXXX . When we received the cashier 's check we were informed to scan it, along with another gift letter. Once that was done we were able to re-deposit it in our account. We ( my wife an d I ) got this  done in a timely manner, within the hour.     Once that event was done, we thought it was all completed. The same day, after we left the  XXXX   XXXX   XXXX   XXXX ,  XXXX  called  XXXX  and left a voicemail requesting our ( both my wife & I 's ) account statements. She mentioned on the voicemail that she had permission to call on our behalf - this statement was wrong, we had never given  XXXX  permission to do this and I feel like it was a breach of confidentiality.  XXXX  did not get back to her or give her the information requested. Since this incident, we have not heard from   US Bank or   XXXX  .
The experience with, US   Bank, was awful except for our local mortgage representative,  XXXX   XXXX    XXXX   XXXX   XXXX   who dedicated many hours so that our house dream was achieved. He was a pleasure to work with and was out of town the day of and the day after closing.     Both the  XXXX   XXXX   XXXX   XXXX  &  XXXX   XXXX  suggested we file a complaint with the CFPB 's for the after closing treatment from the US Bank Mortgage Representatives, which we endured.     Thank you,  XXXX   XXXX   XXXX

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