Consumer complaint received 2022-08-19
Company: U.S. BANCORP
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX of XXXX we were on a mortgage forbearance due to Covid. In XXXX of XXXX, I began calling US Bank to see what our options would be for resuming payment and getting back on track with out mortgage. I was told we would have to pay {$14000.00} or do a loan modification. My spouse lost his job during covid and I was on reduced hours so we did not have a large amount of money to give. We did the modification which was explained to me as being similar to a refinance and we would just be paying our loan off a year later to get back on track. Paperwork was mailed to me and they just asked that we sign off and return it. We resumed payment XXXX of XXXX. In XXXX of XXXX, we sold our home and the payoff amount was more than we had bought the house for in XXXX. Ive been trying to get an understanding on how or where this {$14000.00} came from. I have made several attempts since XX/XX/XXXX to request a breakdown of charges. I have spent countless hours on the phone with reps from different departments as well as senior reps and supervisors. I went into a local branch to beg one of the bankers to help me see this through. The only thing Im being sent is a copy of the loan modification which doesnt give the month to month breakdown of how we reached {$14000.00}. I just want to make sure Im being charged appropriately. Every time I call I get conflicting information. I have emailed the consumer advocacy group as well and have yet to get a response at this time. 

See below for a breakdown of calls : XX/XX/XXXX @ XXXX Spoke to XXXX with loss mitigation who ultimately hung up on me. I requested the itemized breakdown. She also stated that on XX/XX/XXXX US Bank paid {$1400.00} in taxes. This makes no sense nor does it add up. This is where she hung up. 
XX/XX/XXXX - called back in the evening and spoke to Supervisor XXXX whom stated modification can not be undone. Requested to speak to her manager ( XXXX XXXX. ) but XXXX stated he doesnt take phone calls. I asked her to ask him to speak with me anyway but coincidentally he was in a meeting. I requested the itemized break down again. 
XX/XX/XXXX - Spoke to rep XXXX stating interest amount was {$6000.00} and escrow {$7000.00} which again doesnt add up. I was transferred to senior rep XXXX who stated this was a balloon payment. Then stated it wasnt. He also stated I was being charged duplicate interest. Im guessing the interest paid in XXXX and also the amount modified? Either way Im not ok with this. XXXX stated he would request a rush on the itemized breakdown that was already requested. 
XXXX - Spoke to XXXX in customer service whom stated requested documents were mailed XXXX. Also, requesting copy of email that was sent because it would not open the first time. I was transferred to XXXX in loss mitigation again. XXXX also stating it appears we are being charged duplicate interest. Stating we were charged {$6400.00} in interest and {$8900.00} in escrow which still doesnt make sense and why conflicting numbers than previously stated? 
XXXX @ XXXX - Received documentation from US Bank with a copy of modification and a break down of monthly interest, principle, and escrow as well as term date and monthly payment. I already have this info. This is not what I requested. So again I call US Bank. A rep by the name of XXXX answered and told me I had the wrong line without even listening to my reason for calling. She transferred me but US Bank closed in the mean time so I got no where. 
XX/XX/XXXX @ XXXX - spoke to XXXX  XXXX XXXX XXXX? Then transferred to senior rep XXXX again. XXXX then sent me to a relationship manager named XXXX whom claimed she was reviewing account then suddenly I was cold transferred and the call was disconnected. No one did reach back out after that. 
XX/XX/XXXX @ XXXX - XXXX  XXXX transferred me to senior rep XXXX XXXX XXXX was very helpful stating she wrote detailed request for itemized statement of charges for each month in forbearance. XXXX stated she put a rush on it but at that time it showed a completion date of XX/XX/XXXX. 
XX/XX/XXXX @ XXXX Spoke to XXXX  XXXX whom stated she was emailing a payoff quote ( I did receive that ). Also, stated the request made by XXXX was not completed yet. 

I have made several attempts since XX/XX/XXXX to check on the status of my many requests as well. It was never completed and each rep would just say they can request it. Im ok with a request if theyre going to follow through. However, at this point its been months and I still have yet to receive the info Ive been requesting.

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