Consumer complaint received 2022-12-28
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: U.S. BANCORP (GA)

XX/XX/XXXX -ongoing I have been advised by legal counsel that I needed to make sure that my communication is documented. This has been an ongoing challenge to get my concerns, grievances, and frustrations rectified by this U.S. Bank. Dealing with this unresolved matter has caused nothing but uncalled for pain, suffering, and XXXX. 
It all started back in XXXX of XXXX with the efforts to end forbearance and place the loan in Loss Mitigation went downhill. The documents were sent out on several occasions to be signed by myself and the primary borrower. The bank representatives in the Loss Mitigation Department have failed to effectively communicate the expectations of this process ( application and documents. ) The bank has also failed to send out the correct split documents for both borrowers to sign in a timely manner. Multiple documents have been sent in error and unable to be tracked. The Relationship Specialist XXXX XXXX has been called upon numerous times along with her supervisor and still no response. She or the computer generated system have sent out letters stating that she is the Sole Contact Person for this account. I have had to constantly call and explain the details of my grievances to different people daily as XXXX XXXX has failed to respond to her assigned accounts. This has been a very stressful situation dealing with U.S. Bank and how inconsiderate most of the exchanges with the ( XXXX XXXX ) which turned out to be a waste of time as my true grievances as stated above was never documented on the complaint. All notes, recorded calls, tracking details, and review of the documents should have been reviewed as a part of the process. This matter could have been handled professionally and within a timely manner and I would not have to be arranging higher payment options. 
XXXX XXXX XXXX  ( XXXX ) took the time to hear me out, research the account thoroughly, fix/cancel the known conflict with the reviews, and provide me with useful information outside of all the lies that I have been told. This interaction was long overdue but he is greatly appreciated. My hope is that this is the last of my grievances with completing this process. All I want is the application to finally be complete and updated on the new options. The way this bank is set up to meet the needs of consumers is extremely flawed and how it conducts its procedures is far from fidelity and consideration. Relying solely on a computer system to handle life changing transactions is catastrophic in itself. This was my response XX/XX/XXXX and still nothing has changed. US Bank has intentionally delayed the review process blaming it on incomplete or inaccurate information. This delay omitted potential opportunities to have a lower interest rate and feasible payment option. Now the banks only option for us now is to pay almost {$400.00} more on top of the current payment of XXXX for a trial and permanent modification. They spoke of the amount of payments in default but fail to realize that they are at fault as well by intentionally setting us XXXX XXXX  Individuals who all struggled during the Pandemic in some form or fashion for failure and possible foreclosure. The banks are bigger than us smaller individuals as they refused to work with a HUD approved credit counseling agency to assist in Homeowner Mortgage Assistance. There is no consistency and no direct answers to help with the Loss Mitigation process. In filing a complaint with the XXXX XXXX I feel that the bank has retaliated against us as well.