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

Complaint:
In XX/XX/XXXX, we came out of our Cares Act Mortgage Forbearance. Our repayment offer was to move the missed payments to the end of the loan. There would be no interest nor payments. Due to our XXXX XXXX  bankruptcy, the paperwork had to be sent to our lawyer. This was a nightmare. They continued to send the paperwork to the wrong address after our lawyer updated his address with them several times. We finally get the paperwork and sign it in our lawyer 's office on XX/XX/XXXX and the paperwork was dropped off at XXXX that same day. We checked often with the bank and as of XX/XX/XXXX, they claimed they had not received the paperwork. Our lawyer spent many days and hours on the phone with different representatives who all gave different answers and were not helpful. On XX/XX/XXXX, he finally spoke with a supervisor who stated that they did get the paperwork but did not like our signatures. I signed XXXX XXXX rather than the way it was written on the paperwork. My mistake. They were supposed to start the entire process over and mail the paperwork out. It was never received. I called daily checking on the status and was finally told that they decided to accept the paperwork and everything was great. We continued paying our payments on the first of the month. Our payments were approximately {$1300.00}. On XX/XX/XXXX, I called to make our payment which was late due to our college student moving into the dorms. I was then told that I owed a payment of $ XXXX. I advised the agent that was incorrect. She stated that they never received the paperwork and that they had mailed me a letter stating that. I never received a letter. I asked to speak to a supervisor and his name was XXXX XXXX. XXXX XXXX stated he needed to research it and would call me back in 30 minutes. I have yet to receive a call and today is XX/XX/XXXX. I also emailed him twice without getting a response. We have called all week and have been told that we would just have to start the process over. Unfortunately, the terms are not even close to the original offer. We are no longer eligible for the VA 's help because we have been out of forbearance for longer than 120 days. We were under the impression that we had everything taken care of. My payments were made over the phone talking to a human, not an automated system. Not once had anyone mentioned that we needed to make a $ XXXX payment. Today we were told that the loss/litigation department was open on Saturdays. After I called to discuss our only option with a rep, I was told that the department closed at 4 and would not open again until Monday. Also, the missed payments totaled {$13000.00} as of XXXX but today on the phone the balloon payment at the end was going to be almost {$23000.00}. I feel as if this bank is disorganized and has lost our paperwork which is making me feel as if we are being taken advantage of. No one calls us back. The answers are always different. And it is difficult to get anything accomplished especially in a situation such as this. It is ridiculous that this situation has been this difficult, and we even had the assistance of a lawyer.

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