Consumer complaint received 2024-12-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: U.S. BANCORP
State: FL

Complaint narrative:
My home was severely damaged by Hurricane Milton on XX/XX/year>. My Flood insurance provider ( XXXX ) send a settlement check in the amount of ~ {$62000.00} to cover damages. Our mortgage company ( USBank ) needed to endorse this check so we could receive the funds. 

We took the check to our local branch in XXXX, MN on ( or about ) XX/XX/XXXX. They put us in touch with US Bank Loss Draft dept ( XXXX ) who explained what they needed and assured us a check for the first 1/2 of our settlement would be in the mail within " 3-5 days '' As we intended to be at our Minnesota home for the XXXX XXXX, we gave them our MN addressed and asked that it be sent there. They said this would be no problem. 

After a couple days, we checked our account on the website they gave us. Since we saw no activity, we called to verify the address they would be sending the check to. 

Our address is XXXX XXXX XXXX XXXX They had it in their system as " XXXX XXXX '' ( incorrect address ). We asked that they correct this. They assured that they would. 

Over the next 10 days, we were in contact with them at least 4 times. Each time we asked them to verify the address... each time they had failed to correct it. 

On Friday XX/XX/year> We called them again only to find out they still had our address wrong. However, this time they assured me they had it fixed and not to worry as the check was still in process and was set to be sent out " Today ''. 

On Monday XX/XX/year> I called them again and was told the check had gone out the previous Wednesday ( XX/XX/year> ) and the address they sent it to was still the wrong one. This check is now lost somewhere in the US Mail. 

When i expressed my anger and frustration about having to now borrow money to pay my XXXX bills, their response was a scripted " We apologize for that '' and a scripted narrative about how they need to put a stop payment on the check which would take up to 10 days. When I pressed them further for specifics on when i might receive my check, they were vague and again offered scripted answered about their policy for handling this egregious error that they caused. 

The frustration we are experiencing from this level of incompetence and lack of regard for our situation is unnerving. I would think somewhere in that organization there would be an adult in the room who might consider that our family suffered significant damage from a hurricane/flood and they just made their ordeal worse by failing to enter an address correctly after 4-5 attempts? Is it too much to ask that they might escalate this to someone who has the authority to say " Yes, it's our XXXX XXXX... let 's can get them a check as soon as possible ''? 

As of today ( XX/XX/year>XXXX  ) we have still not received our funds.

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