Consumer complaint received 2026-03-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: U.S. BANCORP
State: IN

Complaint narrative:
My mother passed away in XX/XX/XXXX, my father XXXX. After my mother passed, I called US Bank. I was informed to send in her death certificate. I was informed that all I need to do is send in the death certificate and the Us Bank would take 6 months of the payments and put them at the end of the loan. This was not true, that I later found out. I was told that I needed a letter of Interest I was told that this was a letter you get a bank. I went to her bank ; they had no idea. Called back to US bank to XXXX XXXX XXXX ext XXXX she never answers the phone nor calls you back. What is very sad to find out this is just want they put on these letters, and this is not a person to speak to too. So why are you given this number if this is not who can physically talk to. I call again to see what this interest paper is what said that is an affidavit form, I get this is this not correct. Finally get someone on the phone that apologizes to everyone and I was told exactly what I need to get a lawyer and to receive a court order document I received this immediately XX/XX/XXXX. Called XXXX spoke with XXXX who was transferred to XXXX, I informed her that every time I am being transferred to her no one answers, she hangs up on me. I call back to speak with XXXX ; she apologizes for that and explains that the number is just a generic name and number no one answers it. I was told then to apply for mortgage assistance an application was sent to me, and I filled it out and faxed in conf # XXXX XXXX, XXXX XXXX. To my surprise I was informed that I need to email the documents no one get the faxes, to email them into XXXX XXXX. I have been emailing ever since. It was almost a year since I was told not to fax just email. The has been mentally and physically a nightmare every time you are calling, having to explain that both of my parents are deceased. My parents have lived in this home since XXXX. To be able to pass it on to my daughter was my parents wishes. To their best ability they thought they did everything so that it would be able to happen. I have called XXXX XXXX XXXX XXXX XXXX XXXX XXXX Emailed XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, so please all these times I have called I am doing what is being asked and follow up. Since that time, I have repeatedly attempted to work with XXXX Bank to maintain the mortgage and prevent foreclosure on my family home. Unfortunately, I have received conflicting information from representatives regarding required documentation, submission methods, and available assistance programs. I have been instructed to fax documents, then later told faxes were not received and that documents must be emailed instead. I have submitted the same documents, including death certificates and mortgage assistance applications, multiple times. During this process I was also informed that payments could be placed at the end of the loan after submitting the death certificate, which later proved to be incorrect. I also entered into a repayment plan and made a payment in XX/XX/XXXX, but a portion of the payment was returned due to a bankruptcy connected to my father, who passed away in XXXX. In addition to the loss of both of my parents, I have experienced serious hardships including hospitalization due to illness and a period of unemployment after being laid off. Despite these hardships, I have continued to contact U.S. Bank, submit requested documents, and request assistance. I recently received a denial letter stating that my hardship does not meet program guidelines, even though the hardship includes death of both borrowers, illness, and unemployment. I get a repayment plan I make a payment XX/XX/XXXX in the amount {$910.00} then I receive a letter and the portion of the payment returned {$400.00} stating that due to XXXX bankruptcy. My father has not been living since XXXX, I helped my mother turn this information in XXXX regarding the passing of my father, we sent all this information in XXXX, and again XXXX, XXXX, and XXXX. I was told to fill out another mortgage assistance application. Once again XX/XX/XXXX I was asked again to email my mother and father death certificate due to XXXX Bank not able to locate it. The contact information that they have for Get XXXX is incorrect on their letter I ended up calling XXXX and got Get XXXX, and they have been assisting me also to this point. I received a letter on XX/XX/XXXX, the letter is dated XX/XX/XXXX, all their communication is dated for XXXX date, and I received it weeks later. Through the court I was supposed to receive the application dated XX/XX/XXXX, and they stated that they sent me it certified, and the certified number was not correct. I did not receive it. US Bank would inform the representative from Get XXXX that they did not receive her authorization representative form, I find they did have it just needed a 4-digit code from me to speak with her. I have filled out XXXX applications, and keep turning in the same paperwork, for US Bank to inform you there is nothing that can be done. I am requesting that my situation be reviewed and that U.S. Bank work with me through the loss mitigation process to find a reasonable solution such as a loan modification or repayment plan so that I can keep my family home. I have made every effort to comply with the banks requests and resolve this matter, but the process has been extremely difficult due to inconsistent information and repeated document submissions. I respectfully request assistance from the CFPB to ensure that my case receives a proper review and that I am given a fair opportunity to resolve the mortgage and prevent foreclosure on my family home.

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