Consumer complaint received 2026-04-14 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: NV

Complaint narrative:
Consumer Financial Protection Bureau Complaint Company : U.S. Bank Product : Mortgage Issue : Servicing errors/ Payment processing / Unauthorized account status Complaint : I am filing this complaint against U.S. Bank for ongoing mortgage servicing errors, unauthorized account actions, interference with my ability to make timely payments, and concerns regarding credit reporting practices. I made an inquiry regarding mortgage assistance but did not submit, authorize, or sign any application. Despite this, U.S. Bank placed my account into a mortgage assistance ( loss mitigation ) status, treating it as if an application had been submitted. This action was taken without my consent. After noticing this unauthorized status on my account, I formally submitted a written request approximately XXXX days prior to XX/XX/XXXX to have the mortgage assistance designation removed. I followed up multiple times and was informed by U.S. Bank representatives that it would take XXXX business days to process the removal. However, on XX/XX/XXXX, when I went into a branch to make a payment, I was initially prevented from doing so due to this same status. While in the branch, the issue was resolved and the status was removed immediately. This directly contradicts the prior representations that removal would take several business days and raises serious concerns about the accuracy of information provided and whether the delay was unnecessary. As a direct result, on or about XX/XX/XXXX, I attempted to make a mortgage payment in person at a branch location and was told the payment could not be processed due to the accounts assistance status. While standing at the branch, I contacted U.S. Bank by phone. One representative stated there should be no restriction on my ability to make a payment, while another representative informed the branch that the mortgage assistance status had to be removed before a payment could be accepted. This conflicting information and system restriction effectively prevented me from making a timely payment. This sequence of events creates a serious concern that I was placed at risk of delinquency or late fees due to an internally created issue and unnecessary delay in correcting an unauthorized account status. Additionally, I previously experienced a misapplied payment which resulted in a late fee. When I attempted to resolve the issue, I encountered delays, resistance, and a lack of transparency. I requested a full payment history and account transcript in XX/XX/XXXX, which has not been provided to date. Further, I was previously advised by a U.S. Bank representative that I could make a payment after my due date without penalty, which later proved to be inaccurate and resulted in additional fees. I have also received correspondence indicating that my payment history may not be reported to the credit bureaus. At the same time, I have been encouraged to explore credit-based products, including credit cards and mortgage assistance programs. This creates a significant concern, as the absence of accurate mortgage reporting could negatively impact my credit profile and my ability to qualify for financial products. U.S. Bank offers " XXXX XXXX '' services, which suggests access to my credit data, yet failing to report my mortgage history undermines my ability to benefit from my payment performance. Additionally, my interactions with U.S. Bank representatives have been consistently unprofessional, unhelpful, and at times dismissive of my concerns. Rather than assisting in resolving these issues, I was met with resistance and conflicting information. Given the pattern of errors and conduct, I am requesting that my account, all communications, and all internal documentation and servicing notes be thoroughly reviewed. These actions raise serious concerns regarding compliance with federal mortgage servicing and consumer protection requirements, including but not limited to : Failure to properly apply payments Providing inaccurate or conflicting information to a borrower Failure to provide requested account information Placing an account into loss mitigation without borrower authorization Interference with a borrowers ability to make payments, potentially causing artificial delinquency Potentially inaccurate, incomplete, or inconsistent credit reporting practices U.S. Banks actions have created unnecessary financial risk and harm by preventing me from fulfilling my payment obligations, mismanaging my account, and creating uncertainty regarding my credit standing. Resolution Requested : I am requesting the following : Immediate removal of any mortgage assistance or loss mitigation status from my account Written confirmation that no application was submitted or processed without my authorization Immediate restoration of my ability to make mortgage payments without restriction Correction of any misapplied payments and reversal of all related fees Delivery of my complete payment history and account records Clarification of U.S. Banks credit reporting practices on my account, including confirmation that my payment history is being accurately reported to all major credit bureaus Correction of any inaccurate or missing credit reporting related to this account Assurance that my account will not be reported as late or delinquent due to these servicing errors A formal explanation of how these errors occurred and what corrective measures have been implemented Information regarding my options to transfer or refinance this loan away from U.S. Bank, as I no longer have confidence in their servicing practices I expect prompt resolution of this matter.

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 non-monetary relief