Consumer complaint received 2021-07-13
Company: U.S. BANCORP
State: AZ
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I have had several issues with US Bank. This will be my second complaint. I called on XX/XX/2021 to remove my less than comparable flexmodification. They mislead me for 3 months with a lower interest rate and then told me my XXXX ratio was not where they prefer. Mind you they have all my loan numbers so I have not idea why they are offering the assistance they can not faciliate. 

I followed up with the bank on XX/XX/2021 they expressed that the removal of the modification I requested on XX/XX/2021 was not filed correectly. I asked them to remove it AGAIN. 

I called back on XX/XX/2021 and was told that the removal was still not filed. They continue to tell me to call back the following week every week. This has been ongoing since XX/XX/2021. 

I followed up again on XX/XX/2021 and was told AGAIN that the bank would not be able to allow me to start making my payments. I have been trying to make my payments again since XXXX. I am so frustrated and the bank refuses to help me. 

I continue to receive apology letters, yet no one will get my mortgage straightened out. 

The bank has lied to me and misfiled or NOT filed my paperwork on so many occasions that I feel this is malicious and intended to drag out my HIGH-interest rates!!! 

I could have already been through the " hardship '' plan which would be a three-month agreement I would have completed by now. 

US BANK is being nefarious and they are doing this on purpose. I have had a multitude of managers say they would call me or help me and no one will call me back. 

It is now XX/XX/2021 so it has been five months since I started calling the bank trying to find the best solution to begin PAYING MY MORTGAGE AGAIN. 

They refuse to do their jobs and process my paperwork. I have requests four times to have the modification they lied to me about and try to shove the same high-interest rate at me after telling me on two separate occasions I prequalified for 3 % interest rates. 

I have begged to go back to making my regular payments now that I am back to work but the bank refuses to do so. 


I made a good faith payment back in XXXX at the modification amount but they refused to properly apply for the money. Then in my last complaint, they indicated the money would be used to help lower my payments. Yet, they mailed that check back to me and it also means they did not modify my loan they used a payment I made in good faith for the new payment amount to lower future payments and call it a flex modification. 

I appealed the modification. I asked numerous times to remove the modification. I DO NOT APPROVE. 

THIS BANK CONTINUES TO NOT ALLOW ME TO MAKE PAYMENTS BECAUSE THEY WILL NOT PROCESS MY PAPERWORK. THIS HAS BEEN SINCE XX/XX/2021. I am beside myself with stress and anger! 

WHO CAN HELP ME?????????????????? 


See previous apology letter and still no resolution on the bank 's part. As you can see I keep trying to get this resolves.

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