Consumer complaint received 2024-05-13 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: NE

Complaint narrative:
I have had issues with poor and inadequate communication from U.S. Bank Home Mortgage ever since my chosen lender sold the mortgage. 

In approximately XX/XX/XXXX, I did not receive a monthly statement. I called the bank to ask for the payment amount, which I paid at a branch. The following month, my statement did not reflect that the payment had been made, but did not explain why. I later learned that the bank had given me the incorrect payment amount, and their policy is that in this event, the payment is " held in suspense '' and nothing is credited until the full payment has been made. However, the bank never explained this in writing ; the only way I found out was with the help of a U.S. Bank branch manager who called U.S. Bank Home Mortgage on my behalf. 

I later called the mortgage company to ask how much the shortage was, so I could pay it and be restored. Customer service told me that would resolve things, so I made the payment. However, it was still not credited. When I called to ask for explanation, the representative told me I had been misinformed by the prior rep, and " that's not how it works '' - but with no explanation or instructions on how to resolve it. 

U.S. Bank also revoked my online access to my own mortgage account, without notice or explanation. I assumed it was a login error, but when I called to correct it, they told me that they'd revoked my access, but would reinstate it once my bankruptcy was over. This made it more difficult for me to make monthly payments, particularly during the pandemic- and they've never given me any explanation as to why they did this. 

In XXXX the bankruptcy was over, so I called to request reinstatement of online access. U.S. Bank Home Mortgage told me they would still not reinstate my access, but declined to explain why, referring me to my bankruptcy attorney. I asked about hundreds of dollars in supposed fees which I've never received notice of, but which the phone automated system says I owe. I was promised written documentation by XX/XX/XXXX, but have never received anything. 

I made my XX/XX/XXXX mortgage payment on XX/XX/XXXX, through the U.S. Bank Home Mortgage online system, in the amount reflected on my XX/XX/XXXX statement, by requesting to pay " the monthly amount. '' I received a receipt dated that date ; however, the XX/XX/XXXX statement reflects that, while the monthly amount was received, it was again " held in suspense '', not applied to the mortgage as per my request- but with no explanation. 

I have since received threatening emails from U.S. Bank Home Mortgage, threatening adverse impact if I do not make the payment I already made. I twice tried to reply, but the address would not accept incoming messages. 

On XX/XX/XXXX, I sent a certified letter to U.S. Bank Home Mortgage, requesting 1 ) that they apply my XXXX mortgage payment to the account ; 2 ) reinstatement of online account access ; and 3 ) detailed written documentation of any supposed fees I owe, none of which I have ever received notice of, including amounts, dates, and what they are for. US. Bank signed for the letter on XX/XX/XXXX, but they have not responded. 

This has been the worst experience I have ever had with any company, by far. Multiple times I've asked U.S. Bank Home Mortgage customer service what to do to resolve their errors, and have followed their instructions, only to be told that my efforts were unsuccessful, but never with any explanation. 

Thank you for listening, and I appreciate any help you can provide. 

I will attach the letter I sent the bank in XXXX, and will happily provide the bank 's own documentation as needed, to support that my mortgage statements do not reflect any fees, that they have received my monthly mortgage payments in the exact amount they said I owe, and that they have failed to apply my XXXX and likely now my XXXX mortgage payments, without explanation.

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