Consumer complaint received 2015-04-13
Company: U.S. BANCORP
State: FL
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I am writing to forcefully complain about the service I have received and the unprofessional manner in which I have been treated in regards to a US Bank H.A.R.P process/application. 
I initially applied for help using the HARP program back in XXXX of 2014. At that time I filled out the application and over the course of the next couple of weeks or so I supplied all the necessary bank account statements, receipts and tax forms they requested. The only communication I would receive was intermittent emails from a customer service rep. When I would try and call I would only get her voice mail. Then I would get emails saying they needed more paperwork, much of the same paperwork I had already supplied. Then when I would resend it, I would n't here anything for weeks then would receive another email saying I needed to send in more documents because the XXXX I sent were n't exactly right or they needed something else. Then because of this drawn out and inefficient communication system they would say I need to resend outdated materials. Outdated because they had taken so long to review my case! 
I finally started to get call backs from the customer service rep who would tell me the person servicing the account needed more or different paperwork. I even had to reapply for the program because of this awful system in place and my inability to speak to the actual person processing my claim and reviewing my case. They keep asking me to send more updated bank statements, or they will ask me to fix something I sent back in XXXX. I finally demanded, via email, to speak to the person who is dealing with the paperwork so I could XXXX and for all end this nightmare and hold someone accountable and determine exactly what paperwork is needed and exactly how does it need to be filled out, I was told that I am not allowed to speak to them. This nonsense of sending, waiting weeks, then resending has been going on for almost 5-6 months. The straw that broke the camels back is when they made me resend/reapply the initial program application because it is now considered outdated. 

I sent an US Bank internal complaint form and again requested a direct line to whomever is responsible for processing all the paperwork, so that I could talk directly to them and make sure they have everything I have sent in and can explain to me in XXXX sitting specifically what needs to be written on the forms ( Signatures, dates etc. ) and what paperwork they have and specifically what paperwork is still needed. I believe this is the most unprofessional and willful display of neglect and terrible customer service I have ever had the misfortune of experiencing in my adult life. I demanded that someone who is in charge call me and follow my case to fruition. I recently received a phone call this past Friday from my customer service rep telling me that they had received the email complaining to them and that my application is going to be expedited and I would receive a phone call by the end of last Friday to finalize my application. It is now Monday night on the XXXX of XXXX and I have n't heard another word from anyone with US Bank.I have nowhere else to turn. Please help me get this solved. Sincerely, XXXX XXXX XXXX.

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