Consumer complaint received 2016-08-12 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: U.S. BANCORP
State: NV

Complaint narrative:
I have been a US Bank customer for over 15 years. I am not normally one to go on and on but this so called Mortgage experience with US Bank is just truly not acceptable service at all. I do n't know where to start on the issues with US Bank. The treatment of this customer is totally uncalled for and violates the business code of ethics US Bank stands for. We do the right thing. In this case US Bank did everything wrong handling this customer 's mortgage. ( XXXX XX/XX/XXXX, I was looking at refinancing my mortgage to a 20 year loan. I contacted XXXX XXXX at US Bank in XXXX in XXXX, NV. She was very helpful and started the streamline refinance with XXXX at US Bank. There were not going to be any closing costs and an escrow account would be set up for this mortgage with US Bank. I was supposed to close on my mortgage XX/XX/XXXX. That did n't happen. I was the one that had to keep contacting US Bank for an update. No follow up at all from US Bank. I was then informed that XXXX is no longer with US Bank. I was passed off to XXXX XXXX to handle my closing. I was too close then on XXXX/XXXX/XXXX with US Bank. It was then changed to XXXX/XXXX/XXXX then changed to XXXX/XXXX/XXXX. I was then told we would have to close on XXXX/XXXX/XXXX. I scheduled my time off from work to come to the closing. I even called XXXX XXXX at US Bank the day of closing to ensure that all of the paperwork was ready and we were good to go. His response was yes everything is set. We go to closing and we looked over the paperwork and low and behold US Bank forgot to set up the escrow account. XXXX could not change the paperwork that day so we had to come back on Monday, XXXX/XXXX/XXXX to close on the mortgage refi with US Bank. We closed with XXXX and the paperwork indicated we had an escrow account with US Bank. You will see in the enclosed documentation the nightmare I have experience with US Bank and how poorly I have been treated by US Bank employees. 

I get information from homeowners insurance that US Bank has contacted them and updated the information to have them listed at the new Mortgage holder. Low and behold I get a letter regarding my property taxes being delinquent because US Bank did not pay them and have been accessed a penalty. Once again I contact US Bank employee XXXX XXXX regarding this issue and she indicates that it was an oversight on US Bank 's part and that I would have to take care of the property taxes and complete additional paperwork to have an escrow account. This is just plain unacceptable customer service. I asked for XXXX XXXX supervisor information which is XXXX XXXX. I have called and sent numerous emails and have never heard back from XXXX XXXX. As you can see from the documentation I have sent over a dozen emails to XXXX XXXX regarding this issue and he has never responded to my emails. I finally had to wait for him to come to work at the bank and I confronted him and he admitted to receiving my emails but supervisor XXXX XXXX has instructed him to not respond to my emails or have contact with me. ( If you go a day without consciously thinking about how to solve a problem for a customer, then you might be working for the wrong company. Per US Bank XXXX XXXX XXXX ) I have been dealing with this horrific nightmare of experience with US Bank for over 7 months with no one from US Bank helping this US Bank customer. 

I have enclosed documentation to share with you my fiasco of banking experience with US Bank. Needless, to say I am not happy to say that I am a US Bank customer. All of this should have been taken care of XX/XX/XXXX. How many more customers have been treated like this at US Bank? I am extremely disappointed with my experience at US Bank. I am a custo

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