Consumer complaint received 2022-04-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: U.S. BANCORP
State: IL

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Illinois XXXX Unit XXXX XXXX Cell XXXX To Whom it may concern : RE : US Bank Loan XXXX XXXX CFPB Complaint # XXXX My account was mishandled and I suffered as well as my well being, due to this fact. 

My account had no insurance kept only charged for within the payments made from XXXX to XXXX. When I went on the Covid Forbearance Plan offered by the government and US Bank I had to purchase high risk insurance. Paid out of Pocket {$840.00}.

No amounts applied correctly as the statements included to you with this complaint from XXXX to XXXX. 

Escrow amounts not corrected but entered into a deferred payment as of XXXX. 

They kept giving me and still do give different amounts, different plans, and can not send me finalized documents. 

Amount owed has not changed but reported to the credit bureaus as XXXX as of XXXX. 

Loan started with XXXX XXXX was XXXX. 

To this day they say an amount of {$6900.00} is owed to bring account current, yet XXXX is the amount of the deferred to the back of the loan. 

On XXXX I made an additional payment of XXXX to the bank as people were telling me that the deferred amount is XXXX and that I owe XXXX to bring the payment of XXXX to this amount before the XXXX payment is due. 

Did this and US Bank applied XXXX as the payment and wiped out my bank account another day off work to rectify and get funds replaced and stop this payment of XXXX they indicated to be a recurring payment. 

So all together all my wellness days at work have been exhausted. 

All my vacation days have been used to tend to this mortgage that was supposed to be reinstated by now. 
My checking account was drained and another day off taken to fix. Even though a message was sent on the XXXX and XXXX after the XXXX payment was processed clearly and thoroughly with XXXX the Customer Service Representative. 

My reputation as a safe insured has been brought to a HIGH RISK STATUS. I paid XXXX for the year and was not reimbursed for this amount but my escrow increased causing my payment to go up. 

My license I just reinstated through the XXXX and bond is sitting in limbo, as every waking hour before work and after work and any days off are applied to getting this mortgage back on track. 

I am forced to take days off from XXXX & XXXX my full time job. I appear and look to be inadequate, irresponsible and frazzled while working. 

My credit report was hit with an inaccurate amount owed of {$82000.00} it lowered my credit score on XXXX and right after I just paid my credit cards off. Now I appear less than my credit report should show. 

XXXX I reached out by phone to end covid forbearance and defer the amount owed to a non interest bearing account. I qualified for this and should have had it handled with a phone call. 

XXXX I called and nothing was in place. They indicated that the forbearance was still in place. Ended forbearance that day with them again. 

XXXX I called and tried again to end covid forbearance at this time I was speaking with XXXX. She said my new payment was to be $ XXXX per month when asked why the increase from {$600.00}, she said my insurance went up and that the new payment was {$1200.00} a year. I said that is ridiculous and I asked who and what my policy number was? 

She said and the policy was through XXXX XXXX XXXX THE POLICY NUMBER WAS FOR GAP FLOOD INSURANCE XXXX AND THE AMOUNT PAID WAS XXXX and coverage for my home 's interior was with XXXX XXXX XXXX  POLICY NUMBER XXXX she indicated was XXXX. 

XXXX Called XXXX my association and at one time prior to assuming mortgage was my insurer. Verified with XXXX at XXXX that no policy home or otherwise was in place for either policy provided from the US BANK XXXX. 

XXXX Called back the US BANKS representative spoke with XXXX at US BANK who said the XXXX was actually a policy covered through XXXX XXXX XXXXXXXX. 

XXXX Called XXXX, at XXXX XXXX who was not available spoke with XXXX who indicated that there was no policy in place. 

XXXX Called US Bank spoke with the Insurance Department, spoke with XXXX at US Bank who verified that no insurance was in place. That she is sorry and will reach out to supply me information once they purchase the insurance. 

After receiving no return phone call and being a nervous wreck thinking I could lose all my savings I put into the property and everything else I own. I purchased insurance with XXXX XXXX  policy number XXXX I insured my home with XXXX XXXX who then said I would need to pay XXXX which is double than when I started. He indicated that the insurance is for XXXX high risk because of lapse in coverage. Then the US Bank said that I needed to agree to a flex. I said why? they said because your account can not go back to Covid Forbearance status. I said your numbers need to be adjusted. I paid for insurance and I paid into escrow with all my payments. How can I possibly agree to a flex when the amounts are wrong? 

Verified the flex was XXXX 3.50 % x 40 years payment was XXXX. 

XXXX I called US Bank and spoke with XXXX who walked me through all the paperwork necessary to get off covid forbearance and was then told to upload documentation to specific departments of which I did. I sent Insurance information to XXXXXXXX. I sent all other documentation and the application to XXXX. 

Insurance department Then they said that I had to obtain and send a copy of the master policy as well from my association, a proof of assessments paid to date. These documents were then sent as well to XXXX. 

XXXX at XXXX AM said I need to supply a letter ending hardship he went through very specifically what this letter was to read and said to submit to the XXXX. 

Upon getting the verification now that the paperwork was in XXXX stated that the flex was for XXXX x 3.75 % that this would be for 30 years my new payment was {$710.00} with escrow charges of XXXX being incorporated within the new loan amount which is why it changed from the XXXX flex offered, to me at lower % RATE AND TO stretch to 40 years. I asked why the amount of loan went up from XXXX to XXXX he said due to the amount of taxes and insurance ( escrow ) went up and needed to be added to the loan amount. But that did not even add up and why are the years less at 30 year to 40 year and the % up to 3.75 %. 

I told him no, I paid the insurance once the mortgage was assumed. You did not have insurance on my home only pulled the amounts from monthly payments for escrow and the start I paid for the year in full. 

Which still was indicating this was paid on my behalf. 

My payments would then go down if you're stretching out the loan and the payment is not reflecting anything close to right. 



XXXX I called US Bank and spoke with XXXX who said she will take me off the flex that they had no right to do this to me as I more than qualified for the deferment and she set me up with the following terms and conditions and let me know also that the account was being escalated to rectify the insurance and taxes for XXXX. That was indicating that XXXX was paid and insurance XXXX the flood gap XXXX paid in for XXXX but I just moved in XXXX. 

I also as you can see I had a mandatory escrow cushion that was put into place at the last minute in the amount of {$500.00} along with additional gap flood coverage {$30.00} paid to XXXX XXXX for the additional coverage. 

I have proof of purchase through XXXX XXXX and XXXX XXXX coverage for my loan to be approved and closing to be executed. 



{$2800.00} you indicated for taxes paid in XXXX were not to be paid by me or from the US Bank for me. The first installment was paid from the previous owner and my account paid for the XXXX. However, these funds were pulled from the payments made to you on this account and by XXXX, I received an escrow overage payment ck # XXXX in the amount of {$240.00}. 

My mortgage was executed on XX/XX/XXXX. I did not take possession of property or assume any responsibilities financially or otherwise for XXXX XXXX XXXX XXXX XXXX, Illinois XXXX Unit XXXX I sent you the XXXX Bank XXXX XXXX requested information for flex required documents. An Exemption application was also forwarded at this time. To make you aware that the next installment, the Certificate of Errors, would be reflected and the payment would lower. 


I let XXXX know that I have been trying to come off Covid Forbearance since XXXX and I prefer something in writing be sent to me via email. She said no problem and sent a copy of this to my email. She verified that my payments were XXXX. She also let me know that my account was current until XXXX and that they will fix anything out of errors. She said she would get in touch with me. Again, never heard back from XXXX again and was unable to have someone find her document. It took proof of me sending the information to them, before it was acknowledged. 

REGARDLESS IT IS THIS DEFERRED AGREEMENT THAT I SIGNED and accepted on XX/XX/XXXX, XXXX XXXX through the XXXX SENT OVERNIGHT TO XXXX, KY. I also made the payment on XXXX in the amount of XXXX. 

Now here we are today. Despite the effortless attempts, please see call logs that were excluded from this complaining narrative, but included as parts of the file. 

I am asking that the following questions be answered and the account be rectified to explain true amounts owed, true amounts paid by me, the allocated payment amounts and how they were applied to Principal and Interest as well as the amount escrowed for the Insurance and taxes from the beginning of mortgage start to today, XX/XX/XXXX. 

XXXX XXXX pm Called US Bank XXXX placed on hold call disconnected no music was heard, XXXX XXXX Called US Bank, XXXX XXXX # XXXX said deferred agreement was in place and went over the following : I am in a deferred payment Payment of XXXX is being set into a non bearing interest account and will need to be paid in XXXX lump sum should I decide to sell and or refinance. 

XXXX Delinquent interest that occurred XXXX P & I XXXX Escrow Advancement ___________________________ XXXX amount being deferred. 


I asked why XXXX was a difference of total payment needed to bring the account current and was disconnected. 

XXXX XXXX XXXX XXXX XXXX # XXXX Said documents were received. Said the disaster letter was also mailed on XXXX to me indicating the amount of deferred and all the terms and conditions contained therein. 

XXXX the amount of payment was XXXX but then found a disaster letter stating that XXXX is the payment amount. He verified the payment made XXXX by me is sitting in suspense until the XX/XX/XXXX, payment should become due. 

He said the online account will be updated by XXXX days from today 's date but could quite possibly update XX/XX/XXXX - XXXX XXXX. 

He said the final documents which need no return signature and or further processing will be sent through USPS and said he would hope I receive them by Wednesday and or Thursday of next week. Which will be the XXXX deadline for the demand letter received XXXX. 

He indicated there was a disaster letter that was sent to me XXXX through the mail that explained the whole process of the deferred agreed to and he will email by end of today XXXX. 

This is my situation and I do not know what to do from here but know I must document and try to get and receive this accurate information from XXXX Bank in writing to move forward with my house. 

Where is the proof of my payments to you? How were they applied? Why are all my statements now modified from original status? 

Where were all the payments I made prior to Covid Forbearance applied? 
( Ie : taxes insurance Principal and Interest ) What was the amount of my escrow balance from the start XX/XX/XXXX? 

What was the amount of escrow ending the year XXXX? 

What was the amount of homeowners taxes you say you paid out for the year XXXX? 

What was the amount of homeowners taxes you said you paid out in XXXX? 

What was the amount of homeowners taxes you paid out in XXXX? 

What was the amount of the insurance you indicated you paid in XXXX? 

What was the amount of the insurance you indicated you paid in XXXX? 

What is the amount you paid for insurance XXXX? 

Where are all the documents, signed, returned and agreed to in writing, specifically stating what the payment is when it is due and what is being deferred? 

Help me get these answers and save my home from foreclosure, I worked hard to get my bills even credit cards paid off and able to resume my mortgage payments. 

I am a XXXX XXXX XXXX and a full-time worker and could use some help here. 

Thank you for your consideration. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Illinois XXXX XXXX

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