Consumer complaint received 2025-10-20 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
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: IL

Complaint narrative:
Summary of Events In XXXX, I contacted U.S. Bank after missing XXXX payment on both my HELOC and conventional mortgage. 

I paid the past-due amount on my HELOC and brought that account current by XX/XX/XXXX. 

For my conventional mortgage, I separately spoke with a representative who arranged for me to repay the missed payment gradually over several months, in addition to my regular payments. I have made every payment on time. At no point did I request a mortgage assistance application, nor was I ever informed that I would be placed in any type of mortgage assistance program that would impact access to my accounts. 

In XXXX, I abruptly lost all access to my HELOC account and have since been unable to view statements, balances, or confirm that payments are being applied correctly. 

I also received a letter naming a banker assigned to my account, but despite multiple attempts, I have never been able to speak with her directly or confirm if this person actually exists. Since XXXX, I have called XXXX ( XXXX ) times to report that I am unable to access my account and to request help regaining access to my HELOC and obtaining updated account statements. Each time, I was given a different explanation ( e.g., technical defect ) and told the issue would be corrected within XXXX or 30 days, yet it remains unresolved. I have been transferred between multiple departments during nearly every call. 

Because I can not access the account online, I have had to make each monthly payment by phone, spending long periods on hold, being rerouted multiple times, and even disconnected on several occasions. 

Now, more than 60 days later, I am still completely unable to view my XXXX account, verify payments, or obtain an updated statement reflecting my balance or payment history. 

In an effort to resolve this, I took a day off work to visit a branch and meet with a banker in person. The banker contacted multiple departments and was transferred several times before being told that my HELOC account had been suspended due to the payment arrangement made for my missed conventional mortgage payment. She was also told that my online access would be restored within 35 days ; however, I had already been told this previously, and access was never restored. When I asked if I could make my HELOC payment directly at the branchsince I can not do so onlineshe informed me that she could not accept my payment and that I needed to call the mortgage assistance line. I called that line, was placed on hold, and ultimately disconnected when I requested an account statement. 

At no point was I ever informed that my HELOC account would be suspended or affected in any way because of the conventional mortgage payment plan.

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 non-monetary relief