Consumer complaint received 2026-05-26 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: U.S. BANCORP
State: WA

Complaint narrative:
I applied for a VA loan assumption on XX/XX/XXXX through US Bank assumptions department based out of XXXX, Kentucky and located at XXXX XXXX XXXX. The actions, or lack of action, by the lender thus far suggest intention to delay and prolong closing process until such a time that one party loses resolve to close and fees already paid may be retained by US Bank. Application process : -Initial application submitted XX/XX/XXXX with preemptive supporting docs to email address provided, XXXX -Initial LE and disclosures were provided for the wrong property to sellers -Secondary LE and disclosures were mailed to the purchase property address and sent addressed to the name of a party not on the loan. -Third LE/disclosures packet mailed to buyer address without apartment number, causing further delays. LE packet also included multiple pages of wrong information which needed to be requested again -I made multiple attempts to contact US bank between XX/XX/XXXX and XX/XX/XXXX when packet was finally received. I attempted to ask how this information would be provided to me and those questions went unanswered. US bank did take care to ensure I received emailed duplicate copies of letters supposedly sent to me detailing they had not received signed disclosures and my application would be terminated on two dates, XX/XX/XXXX and XX/XX/XXXX. I never received those notices via any other method of communication. Underwriting : -my LE/disclosure packet and funding was mailed with tracking suggesting delivery date of XX/XX/XXXX. I used local lenders and search engines to guide what to include because I still had not received LE/disclosures at the time it was mailed when attempting to meet prescribed deadlines. -underwriting provided conditional approval XX/XX/XXXX. All conditions were met by XX/XX/XXXX. Many of these conditions were already met in the initial application packet and/or subsequent disclosure packet. XXXX XXXX I was informed by loan processor that final approval was expected XX/XX/XXXX at which point CD would be provided when closer was assigned. Closing date of XX/XX/XXXX XXXX XX/XX/XXXX and XX/XX/XXXX, I personally sent 4 emails seeking update, left 2 voicemails, asked 2 clarifying insurance questions via email and contacted the call center 5 times. No updates or explanation for delays were provided. Contact attempts to XXXX XXXX XXXX were also made by Escrow, listing agent, buyer agent and seller. These attempts to contact also went unreturned. XXXX XXXX : a complaint ticket was opened with XXXX XXXXXXXX XXXXXXXX XXXX XXXXXXXX : updated bank statements were requested by US bank now that time had lapsed. These were provided within 1 hours time. -XXXX XXXX I leveraged the call center and a loan officer at a local branch to confirm with XXXX XXXX that underwriting had been forwarded my documents since she did not confirm receipt and again would not return contact attempts. I was told underwriting should be completed by Friday XX/XX/XXXX EOD. Ongoing : -There has been no return contact in the 10 days that have lapsed since last communication -we are 18 days past contracted close and over a month past conditional approval -I have requested a copy of the pending conditions communicated by underwriting without response -I have repeatedly requested an escalation contact or supervisory contact without response -Sellers are also not receiving communication XXXXUS bank acknowledged they were aware of tight deadlines, had put underwriting on priority status, and knew housing security was at risk if this did not close by end of May. Despite knowing this, they continue to pass their self imposed deadlines by wide margins without any communication.

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