Consumer complaint received 2026-01-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: U.S. BANCORP
State: NC

Complaint narrative:
I lost my job on XX/XX/XXXX, resulting in a complete loss of income. Due to this documented hardship, U.S. Bank approved mortgage forbearance in XX/XX/XXXX. 

In XX/XX/XXXX, prior to the expiration of the existing forbearance period, I contacted U.S. Bank and clearly stated that I remained without income and required a continuation of forbearance. During that communication, it was my understandingbased on discussions with U.S. Bank representativesthat at the conclusion of the forbearance period, I would need to complete some form of application or review process to have the missed forbearance payments deferred and added to the end of the loan or resolved at payoff, rather than being required to bring the loan current in a lump sum. 
At no point was it communicated to me, nor did I understand, that I was required to submit a Mortgage Assistance Application during the active forbearance period in order to prevent delinquency or negative credit reporting. I reasonably relied on the guidance provided and believed that the appropriate review or application would occur after the forbearance period ended. 
Despite this understanding, on XX/XX/XXXX, U.S. Bank incorrectly marked my account delinquent. I was subsequently informed that my only option to prevent negative credit reporting would be to bring the loan current, even though the missed payments occurred during an approved forbearance period. This delinquency resulted from a servicing error, not borrower non-payment. I did not refuse payment and relied in good faith on U.S. Banks instructions.

I remain unemployed at this time and therefore can not resume regular mortgage payments yet. I expect to begin new employment in XX/XX/XXXX, at which point I will be able to resume regular monthly payments. However, I am not able and should not be required to bring the loan current for amounts that were properly deferred during the approved forbearance period. 
I filed a formal complaint directly with U.S. Bank regarding this servicing error ( U.S. Bank complaint reference XXXX ) and subsequently submitted a Mortgage Assistance Application through XXXX Banks online portal once I was informed that this was required. The application currently shows a status of Request Submitted. 

While attempting to submit borrower correspondence documenting this servicing error, I encountered system errors preventing document upload through U.S. Banks portal and was required to submit documentation via secure email instead. These issues were not caused by borrower delay. 
The property is scheduled to be listed for sale within the next XXXX XXXX, and the loan will be paid off in full at closing. There is no long-term repayment or credit risk to U.S. Bank XXXX However, the incorrect delinquency and related servicing errors are causing material harm, including interference with my ability to secure a new mortgage during relocation. 

I am requesting the following resolution : Retroactive reinstatement of XX/XX/XXXX forbearance Removal of delinquency status caused by servicing error Confirmation that deferred forbearance payments do not require lump-sum repayment Correction or suppression of any negative credit reporting related to this error

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