Consumer complaint received 2025-06-25 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: U.S. BANCORP
State: OK

Complaint narrative:
I applied for a short sale in the first week of XXXX, 2025 and was offered a retention program. I declined the retention program because I can not afford to keep this home. 
My hardship started when my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Shortly after I declined the retention program, I requested a short sale. On XX/XX/year> I was conditionally approved for a short sale. We quickly listed our house on sale and got an offer within a few days of the house listing. On XX/XX/year>, we submitted all relevant documents which included the HUD settlement statement, the listing agreement, and the MLS Listing to U.S. Bank. We were told that the bank had all the documents and they will process it for us and there was nothing needed from us. Knowing how they kept on delaying the process, I call every other day if not everyday and for a week straight heard the same message - there is nothing due at this time. 

On XX/XX/XXXX, I was told that the original request where I was approved conditionally had to be closed out due to an " internal process '' and I had to reapply. XXXX and XXXX in the escalations department assured me that this would not delay anything and that I would be able to get my application processed quickly now that they have everything. I obliged and applied again on XX/XX/XXXX, which they processed and accepted on XX/XX/XXXX In the week of XX/XX/XXXX, I started calling again and following up. This time a new story was being told to me - " no one has sent your application to underwriting for review but we will send it over while we talk to you ''. Each time I followed up, I heard the same story regardless of who I spoke to. To make me feel better, some of them offered to even give me their employee ID as an assurance that they were sending my application to the underwriting team in case I wanted to follow up at later date. Even then, each time I followed up I was told the same thing, " no one sent this over to underwriting, but we will send it now '' Today, XX/XX/year> - I called and was told that my application was received and accepted on XX/XX/year> but denied on XX/XX/year>. When I asked why no one shared that with me, the agent told me she isn't sure but the last comment she saw on my file was that it was denied due to " excessive assistance '' which she could not explain to me. 

On asking for the escalation team, I was transferred to XXXX ( agent ID XXXX ) who told me that she will re-open the request and needs until XX/XX/XXXX to review it again. I have once again re-submitted all the relevant documents but I am afraid I will get the same story again when I follow up. 

I can not afford to keep this home and I can not make the regular payments. I did not want to foreclose on the house which is why we did everything swiftly and even have an offer on the house. The buyers have been understanding so far but their patience will run out if I don't have an answer for them soon. Please help escalate this so that U.S. Bank can take this seriously especially keeping in mind that I have followed every step of the way properly.

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