Consumer complaint received 2025-02-06 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: U.S. BANCORP
State: CA

Complaint narrative:
On XX/XX/year>, I applied online for Home Equity line of Credit Reference # XXXX, but before I applied online I called the US Bank XXXX XXXX XXXX, since I inquired XXXX months prior about XXXX loan if should I just call the previous loan XXXX, the loan agent told me just fill out the application online and a loan XXXX will be assigned to you and will call you as soon as they get your paperwork. So, I waited until I finished my application, which I did that day, next day, received email from US bank telling me who's my loan XXXX : Branch Mgr. XXXX XXXX with his phone # and email, also with that email was task that I need to do in order to finish the application, I finished XXXX task, and it's not letting me go to the next task, so, I left a message to my loan XXXX XXXX XXXX, no answer for XXXX  days, so I decided to just go to his office, the bank is just XXXX block from my house, I introduced myself and let him know that it's not letting me go to the next task of the application, he was telling me about having no power because of the high wind. So, I asked him, if I can just sign the document and he can upload it later, I'm not sure if it will let, so he played with his computer for about XXXX min., he said he never done those paperworks before, he finally got the paperwork that I need to sign, I signed it, asked for copy. I asked the next step, he said after he uploaded it, should go to underwriter and then approval. By next week ', I should here for an answer. Went home, I kept receiving email that the task for signature is still not receive, so I went to his office on XX/XX/year>, the teller told me he step out, So, I opened my email from US bank, it was credit report that I was denied because of income ratio. went immediately to the bank where XXXX XXXX XXXX works, went to his office, first thing he told me was I'm sorry, I took a day last week and there was another power outage which is funny because I live across the bank and XXXX block away from his office, there was no power outage. He continued and said that's why I haven't uploaded the signed documents, but I saw that you are denied, so I asked him how did that happened because according to the other XXXX, I will be able to get {$270000.00} for XXXX loan, and you haven't uploaded the final signature and haven't given to the underwriter like you were telling me, he look at his computer and said, yes, according to your mortgage here, your income is too low, {$12000.00} and your mortgage is more than XXXX XXXX of your income, so I asked him, where did you get that income, oh it's showing on your mortgage here, I told him they won't put that on mortgage bill, and that's not my income, I bank with you and my XXXX income goes to your bank every month and it's not {$1200.00}, I got my mortgage through you guys, you approved me for {$280000.00} for my mortgage loan. and he got confused and said let me go ask XXXX of my coworker, opened the door from his office, stood there, never called anybody. At the end of conversation, he kept saying, you should just sell your house, so I left frustrated. Too upset, gathered all my thoughts and realized that something was not right here, On XX/XX/year> I called US bank Mortgage, explained the loan XXXX what happened, she apologizing to me, her name is XXXX, she gave the phone number of the XXXX mgr. of XXXX XXXX XXXX for US bank, his name is XXXX XXXX, she connected me to his number, no answer, left him a voicemail to call me back regarding what happened, gave my phone number, I even told XXXX to please take a note about the incident. Even now, nobody called me back from US bank. XXXX XXXX XXXX even promised me that I will get the explanation letter for denial, nothing! This is not right. The application is still not finished, the paperwork that signed still not uploaded so how is that possible, and nobody wants to explain what happened.

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