Consumer complaint received 2018-08-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: U.S. BANCORP
State: MN

Complaint narrative:
It is our horrible misfortune that our original mortgage company sold our loan to US Bank several years back ago. Recently we had a large part of our property ( home roof ) damaged from hail and we had our insurance company come out and do an estimate. After their evaluation, the insurance adjuster provided an estimate and wrote out a check to us for {$28000.00}. They issued the check in our name and the mortgage company 's name ( US Bank ). On XX/XX/18, I brought the insurance check into a US Bank branch located inside my employer 's building but to have US Bank endorse the check but the US Bank representative explained that the amount of the check was over the threshold of $ XXXX, which then required that we had to go through this complicated process which requires uploading several e-documents in their system and for me to mail in the insurance check to their Insurance Processing Customer Service Center in XXXX, OH. 

It took many weeks working with the incompetent contracted service agents at the processing Center as each week someone different would tell me a different document was needed. Someone new would tell me we were still missing a required document. So I finally had to pull in our contractor ( XXXX   XXXX ) to work directly with US Bank in hopes that it would expedite the service from US Bank. Unfortunately to our deep disappointment, almost two months later, US Bank was still was holding on to our check. US Bank claims that they still needed some more information from us, specifically our social security numbers, which they should have by now from our mortgage account. 

We recently had a rainfall the other week and water started to leak into our home. Luckily, we were able to contain the water from spreading but I am afraid there will be more rainfall to come and we will not be as fortunate next time. The rain will cause a leak and will damage the interior of our home as well as other items inside the home ( furniture, carpet, rugs, etc.. ) and worse of all, mold may form and cause health hazard for our family of XXXX ( including our young children ). 

Well after much disparity I finally emailed the US Bank representative in the US Bank branch located inside my employee 's building ( XXXX ) asking for assistance and explaining my frustration and deep disgust with how US Bank Insurance Processing Center was handling our situation. XXXX XXXX finally assisted me by working directly with the US Bank Hazard Insurance Processing Center and US Bank finally issued a check in our name and Next Gen in the amount of {$28000.00} on XX/XX/18. 

The contractor, XXXX XXXX XXXX then submitted a claim that they found additional repairs needed on our property. The insurance company issued a second check in the amount of {$2400.00} in our name and US Bank 's name. We have endorsed the check and brought it in on XX/XX/18 to have the check endorsed but once again, US Bank tells me that we need to provided an adjuster 's worksheet from the contractor ( XXXX XXXX  ) and send in the check to the Processing Center again. I stated that this check was only for {$2400.00} and that it was a part of the original claim so I don't understand why we have to go through these hoops again. The US Bank representative asked to make a copy of the stub, she then kept the original stub and gave me the copy instead. She stated that she can not endorse my check and that I would need to mail the check to their Processing Center in order to get it endorsed. 

Please help us expedite this service so that we can get project started and repair the roof to our home. I do not understand who is regulating this and how US Bank is able to have this much control and manipulation over the money that I have invested for emergency situations such as this.

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