Consumer complaint received 2026-04-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: U.S. BANCORP
State: CA

Complaint narrative:
Product Mortgage Issue Trouble during payment process / Incorrect application of payments/ Struggling to pay mortgage Company U.S. Bank Complaint Narrative I am filing this complaint regarding the handling of my mortgage account following a disaster-related forbearance associated with the XXXX wildfires XXXX After the forbearance period ended, I was led to believe that the missed payments would be deferred to the end of the loan. Instead, no such deferral was implemented, and my account was treated as delinquent. Since that time, I have made payments consistently and in good faith. However, those payments have been applied to prior months rather than current obligations. As a result, my account has been kept in a constant state of delinquency, making it impossible to bring the account current despite ongoing payments. In addition, my ability to make payments online has been XXXX, requiring me to call in to make payments. During a recent call, I was instructed by a representative not to make further payments, which created confusion and placed me in a no-win situation where I am attempting to remain current but am being prevented from doing so. For more than 18 months, I have worked with a CPA, XXXX XXXX, to submit complete application packages and all requested documentation. Despite repeated and timely submissions, my applications have been repeatedly marked as incomplete, and I have been asked to resubmit the same documents multiple times. On multiple occasions : Documents were submitted and later claimed to be missing Requests for clarification were not adequately explained Representatives were unable to provide consistent guidance Most recently, my application was denied on XX/XX/year>, for being incomplete, despite all requested materials having been submitted. At one stage, an appraisal was required and ordered through the bank. That appraisal was delayed internally and was not completed within the banks timeline. My application was then closed or denied based on that delay, even though it was outside of my control. As a result of these issues : My credit has been significantly damaged I have been unable to secure alternative financing My account has been pushed into foreclosure despite my continued efforts to pay and resolve the situation Throughout this process, there have been numerous phone calls with the servicer, many involving my CPA, and all of these calls were recorded by the bank. These calls should reflect my repeated compliance, good faith efforts, and attempts to resolve the matter. What I Am Requesting I am requesting the following resolution : 1. Deferral of the six forbearance payments to the end of the loan 2. Proper application of all payments going forward 3. Correction of all negative credit reporting associated with this period 4. Immediate halt of foreclosure activity 5. A full review of my account and servicing history 6. Assignment of a single point of contact to resolve this matter Additional Information This situation is not the result of borrower inaction. I have made payments, submitted all requested documentation multiple times, and worked with a CPA to ensure compliance. The issues arise from repeated servicing failures, misapplication of payments, and the inability of the servicer to properly take care of 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 monetary relief