Consumer complaint received 2026-04-08 00:00:00
Product: Mortgage — FHA 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: AZ

Complaint narrative:
The situation I am navigating was created by the XXXX of my father on XX/XX/XXXX. As a XXXX XXXX XXXX XXXX and a secondary victim my struggle is not just with grief but with a lender that is systematically ignoring my legal standing. Despite the bank 's stonewalling, I have already established the three core legal requirements for recognition status ( SII ) under federal law : 1. Legal Transfer of Interest : I have a recorded special warranty deed in my name. This is public record and the highest proof of ownership. 2. Successor Status via Trust : The original Trust and the updated Certificate of Trust ( signed XXXX, XXXX, XXXX ) satisfy the definition of a " Successor In Interest '' under Regulation X ( 12 CFR 1024.31 ). 3. Death Certificate I have sent two complete sets of physical photocopies containing the Trust Documents, updated Certificate of Trust, and Special Warranty Deed, and have receipts for their successful delivery. Upon requesting confirmation that these documents were received, I was told by a Senior Agent that they were not in possession of the documents, and that they would likely not be able to locate them. I recorded the entirety of this phone call with XXXX, the Senior Agent, who further remarked that, " We have thousands of these loans '', as an excuse for systemic negligence. They are prioritizing internal volume over their legal duty to a crime victim. Under 12 CFR 1024.38, a bank must have policies to promptly identify and communicate with a successor. A year of " under review '' after a murder notice is a blatant failure of this mandate. Because I informed them in XX/XX/XXXXXXXX and again on XX/XX/XXXX, the bank has actual knowledge of my status as a victim. Their " thousands of loans '' excuse is legally indefensible when a survivor is pleading for peace of mind. On XX/XX/XXXXXXXX I was given receipt of delivery. The address I was given to SEND these requested documents is as follows : U.S. Bank Attn : Successor In Interest XXXX XXXX XXXX XXXX, MN XXXX Both SETS of photocopies were successfully delivered, I have the receipts. U.S. Bank never confirmed that they were received. This costs me more money and time which end up being wasted, further adding stress and contributing to a feeling of revictimization. By ignoring my XXXX first packet and keeping me in a state of limbo after I specifically informed them of the homicide, U.S. Bank is in violation of XXXX CFPB servicing rules : * Failure to Acknowledge ( 5-day rule ) : Having delivered the packet on XX/XX/XXXX to the XXXX, MN address, the bank was legally required to provide a written acknowledgment by yesterday, XX/XX/XXXX. * The " Promptness '' Mandate : Under 12 CFR 1024.38, large servicers must have policies to promptly communicate with and confirm successors. A year of " under review '' boilerplates after a homicide notice is a failure of this federal mandate. * Borrower Rights : Once confirmed, I have the same rights as the original borrower, including the right to receive statements and payoff figures without being forced to refinance. I am escalating beyond a standard " complaint '' to a former Notice of Error that triggers statutory penalties under RESPA. U.S. Bank has effectively extended this " limbo '' into my daily financial life. This is precisely why the XXXX SII rules were created : to prevent banks from torturing heirs and survivors with endless paperwork loops! Under federal law ( RESPA Regulation X ), my experience is categorized as a Systemic Servicing Failure. Today is XX/XX/XXXX. I have still not received acknowledgment of any kind from U.S. Bank. My recording of the phone call ( which includes identifiers that confirm it is in fact U.S. Bank on a recorded line ) is proof that they are prioritizing internal volume over my legal rights. When I formally requested that a case number or reference number be created and assigned to my situation, I was told that they would not be able to provide one. I have a documented paper trail starting from day 1, including several recorded phone calls as evidence of Systemic Servicing Failure. since the Special Warranty Deed is recorded and the house is in my name, the bank is legally charged with notice of my ownership. They are taking my money but denying me the rights of borrower. They are not sending monthly mortgage statements for each billing cycle. This is now my second attempt to request action be taken by CFPB on my behalf to enforce the law, as U.S. Bank is actively preventing me from properly managing the loan. The powers that be rely on survivors being too exhausted by grief to fight back, but I have the Trust documents, the Deed and the recording to prove that this has not been a failure on my part to provide the necessary documentation, but rather a Systemic Servicing Failure that has been ongoing for nearly 1 year. I am desperate and in dire need of someone's help in order to put an end to this situation and restore order.

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