Consumer complaint received 2015-09-03
Product: Mortgage — Home equity loan or line of credit
Issue: Loan modification,collection,foreclosure — 
Company: U.S. BANCORP (AZ)

The complaint is being submitted as a result of misinformation/incorrect information, lack of responsiveness from our single point of contact, and for our single point of contact not having a back up assigned while out of the office on vacation. 

We have a XXXX position mortgage with US Bank and after attempting to short sell our property for over 120 days, we submitted a request, per US Bank 's guidance, for a Deed in Lieu. We submitted our request on XXXX/XXXX/2015 to cancel the short sale process and submitted all documents to begin the Deed in Lieu process to include ( updated request/medical hardship letter/RMA/2 years tax returns/2 months of recent paystubs/P & L statement ). All of the required documents/stipulations to start the process were submitted on XXXX/XXXX/15. The Relationship Manager, ( our single point of contact ), XXXX XXXX, did not return daily phone calls and emails from XXXX/XXXX/15 to XXXX/XXXX/15 regarding the receipt of the information and if additional information is required. On XXXX/XXXX/15, I contacted the US Bank mortgage assistance customer service line at XXXX, and I requested status on the file, and nothing had been reviewed or processed ; therefore, I requested for a change in my Relationship Manager. On this same day, the former Relationship Manager emailed me to inform me the file was in the process of being reviewed for a settlement of 10 % of the total loan balance owed on the US Bank 2nd mortgage which at the time totaled {$93000.00}, and he also informed me XXXX XXXX was not assigned as my new Relationship Manager. I contacted XXXX XXXX on XXXX/XXXX/15, XXXX/XXXX/15, XXXX/XXXX/15, and XXXX/XXXX/15, with no response on the status of the file. On XXXX/XXXX/15, XXXX XXXX finally returned my call indicating she was on vacation, in which her voicemail did not indicate, and no back up was assigned to work on the file while she was out from XXXX/XXXX/15 through XXXX/XXXX/15. She said she was unaware of the status being that she just received the file and would need to review. On XXXX/XXXX/15, I contacted XXXX XXXX, and was unsuccessfully able to reach her via phone or email, so I contacted the mortgage assistance customer service line, as aforementioned, and spoke with an individual, named XXXX ( I unfortunately do not have his last name ) who informed me I needed to re-submit all documents and write a new request letter indicating I wanted to request for a review of settlement of 10 % of the total loan, balance, which would start the process all over again. As of XXXX/XXXX/15, XXXX informed me my file was still being reviewed for a short sale, which as of XXXX/XXXX/15, I had made a request to cancel the short sale process review ( this process had never been followed through by XXXX XXXX or XXXX XXXX ). XXXX informed me that I needed to submit a formal complaint to US Bank, which I did so on XXXX/XXXX/15, based on incorrect/misinformation, lack of response, and no back up being assigned for my single point of contact. I resubmitted my request, now based on information from XXXX, indicating I wanted to cancel the short sale process review and be reviewed for a settlement. I also was required to resubmit all of the same financial stipulations I had sent on XXXX/XXXX/15. On XXXX/XXXX/15, XXXX XXXX called me and indicated I was now being reviewed for a settlement and this process would take up to 90 days. I indicated to XXXX XXXX and her supervisor, XXXX XXXX, that XXXX XXXX XXXX, our first position mortgage, has approved us for the Deed in Lieu, and will decline the process within 14 days if we can not obtain the settlement letter from US Bank. As of XXXX/XXXX/15, XXXX XXXX is non-responsive and the mortgage assistance customer service contacts have indicated they can not escalate the file based on our complaint around misinformation from US Bank ( resulting in a delay ), and have asked us to submit another complaint to US Bank 's internal department