Consumer complaint received 2026-05-24 00:00:00
Product: Mortgage — FHA 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: MN

Complaint narrative:
The XXXX XXXX XXXX XXXX is submitting a new complaint because U.S. Bank has not provided any written communication or email outlining next steps, despite the ongoing hazardinsurance claim XXXX and repeated requests for written updates. The servicer has not provided any written explanation of its position, its intended actions, or its plan to protect FHA collateral. Because of this lack of communication, the estate is required to file a new complaint with the CFPB. The estate is proceeding toward a scheduled probate action regarding the condition of the insured property and the status of hazardinsurance claim XXXX. Before the estate files motions requesting court instruction concerning the conduct of both U.S. Bank and XXXX XXXX, the estate requested immediate confirmation of the servicers position and intended actions regarding this open claim, with a response deadline of XX/XX/year>. The estate will be asking the probate court to supervise both the mortgagee and XXXX XXXX due to the ongoing impairment of the estate asset. XXXX XXXX has kept claim XXXX open for eight months without issuing a final determination. The property remains uninhabitable due to the Category 3 biohazard loss that occurred while the policy was active and the home was occupied. Under Mississippis Efficient Proximate Cause ( EPC ) doctrine, the initiating peril the death event is the controlling cause for coverage purposes. All resulting damage ( including decomposition, contamination, odor, insect activity, and structural deterioration ) must be evaluated as resulting loss. Mississippi law requires insurers to apply EPC unless the policy contains a clear and unmistakable anticoncurrentcause clause ; the estate is not aware of such a clause in XXXX. Mississippi insurance regulations also require insurers to conduct a full, prompt, and fair investigation, to communicate claim status within reasonable timeframes, and to avoid delays that prejudice the insured or an estate asset under court jurisdiction. The current eightmonth nondetermination is impairing an estate property that remains uninhabitable and can not be restored without insurer action. Because the estate must report material issues to the probate court, U.S. Bank was asked to document the insurer delay, update the lossdraft file, and advise what steps the servicer will take to protect FHA collateral in advance of the upcoming probate proceedings. U.S. Bank has not provided any written response, despite multiple requests and despite its obligations under FHA servicing guidelines to monitor hazardinsurance claims, document insurer delays, and take action when collateral is deteriorating. For these reasons, the estate is filing this new CFPB complaint and requesting that the Bureau require U.S. Bank to provide a written response, including its position, its intended actions, and its plan to protect FHA collateral while the insurer remains nonresponsive.

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