Consumer complaint received 2016-04-14
Company: U.S. BANCORP
State: CO
Product: Student loan
Sub-product: Non-federal student loan
Issue: Can't repay my loan
Sub-issue: Can't decrease my monthly payments

Complaint:
I have been trying to work with US Bank to get a loan modification for my student loan but have not had any luck. After I was unable to get an initial response from anyone at US Bank about modifying my loan because I could n't afford the payments, I posted about it on US Bank 's XXXX page a few months ago - so, apparently public shaming is the only way to get a response. I was contacted by someone who offered to put me in touch with the right people. Three weeks went by with no contact, so I complained again on US Bank 's XXXX page. I was finally contacted that day by someone else who offered to try to put me in touch with the " higher ups '' who could help out. 

The manager who called me that afternoon - while I was at work - called me ten times in five minutes without leaving a message. I was understandably upset when I was finally able to answer, and I asked him to call back at a more convenient time, which he did not. It took me another week of calling to finally get him on the line, at which time I explained my situation and he offered to send me an application for loan modification. I completed said application and returned it with the requested information ( tax returns and pay stubs ), and received a call this morning from XXXX ( XXXX ) who said she was calling to let me know that she was n't able to approve my application but would n't give me any specific information because a letter was in the mail. 

I explained to her - as I 'd done with everyone else I 'd spoken to - that as a business model, I felt that it did n't make sense for US Bank to get NO money, when they could get SOME money from me. By not allowing the modification, my option is to not make ANY payments, because I ca n't afford what US Bank is asking. I 'm not trying to get out of paying the loan - I 'm just asking to make the payments affordable so I can continue to make them. I told XXXX that if she could n't help me, I needed to speak to someone who could. She said her manager was unavailable but offered to have him call me back. I said I would rather have his name and direct line so I could call him when I was n't at work and would be able to talk. She said I should call XXXX and ask to speak with a manager. I told her several times that had n't worked in the past. 

She tried to tell me that her manager does n't have a direct number and that there was no way for me to call him on my own. I told her I did n't believe that she had a direct number and her manager did n't. She again told me to call the XXXX number. Only after a few minutes of asking was I able to get her manager 's name - XXXX XXXX. 

I 'll keep trying to get in touch with someone who can help me, but honestly, the only way I 've gotten any helpful response from US Bank is to post something publicly saying what an awful company this is. I do n't understand why nobody is willing to work with me so I can make continuous, timely payments, and why the only way to get a response is public shaming.

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