Consumer complaint received 2025-08-27 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: U.S. BANCORP
State: AL

Complaint narrative:
I called around the XXXX  of XXXX to US Bank Mortgage to reach out to them to tell them that I had a hardship. My mom was my 2nd income she had to be removed to her health and I have XXXX and I'm not behind on my house payments at all just wanted to see if I could get any help lowering the payments possibly. Well they send me the info I filled it out online on XXXX I think ( don't want to get out of here to look back ) anyway they sent me a letter that was dated XX/XX/XXXX said my application was complete. Then on dated for XX/XX/XXXX recieved a letter Re : Fair credit reporting act notice not sure why pulling my credit report results in help besides my credit report is locked for identity purposes said credit reporting agency that provided info in decision was whole or part XXXX  XXXX  XXXX ( there is several things on my credit report I'm trying to get removed because too long, not mine and that's why it's locked so it can't be touched for anybody to do anything in my name ) I didn't know they would be doing this. Also XX/XX/XXXX I recieved another letter Re : Terms and conditions for XXXX XXXX XXXX to accept offer sign the attached trial period plan acceptance and return it to office before XX/XX/XXXX, failed to make the first trial period plan ( no letter to sign in packet as well ) first payment by XX/XX/XXXX or by the last day of the month the payment was revoked and foreclosure proceedings may continue ( I was not behind at this time ) the offer was on XX/XX/XXXX pay {$980.00} till XX/XX/XXXX {$980.00} that is the current payment that I already make on my house. Then on page 3 I found another date of XX/XX/XXXX that you had to request for a appeal and the reasons you appeal well was reading the fine print and noticed that luckily I called them on XX/XX/XXXX NIGHTMARE first of all my relationship manager was not available XXXX XXXX so I talked to the next agent that picked up not sure what her name was cause I explained that the amount they gave to help me was the amount I was paying now, she told me hold she was gon na get another agent to help me not sure what was the problem maybe someone in Modification not sure. AGENT # 2 XXXX explained the same situation she put me on hold for 35 minutes comes back says that since my escrow had a balance of {$200.00} some odd XXXX  due to a house insurance increase that whoever she spoke to said they wouldn't lower it cause it being such a small amount not recommended at this point I'm just trying to get help with my housepayment due to my hardship I wasn't behind and it was close to the appeal date. So she says let me try someone else I held on for at this point 1 hour and 17 seconds AGENT Nasty attitude # 4i disnt catch it cause she sounded like she was bothered when she said it she picks up, no personality, she acted like I had interrupted something and she was mad at the world her voice never changed no matter what I said it was uh uh no very nasty attitude very rude didn't care if I had a problem there was no fixing it she said we can offer you a short sell or a deed in lieu, I was like no ma'am why would I want to do that i didn't say I wanted to sell my house I couldn't afford it yes I'm XXXX and don't discriminate against me I just want help for now because of my loss of XXXX income. She said sorry we have no other options for you I said well transfer me to someone else. AGENT # 5 XXXX picks up again I tell him the same story over and over that I had said, he like I know I'm sorry to put you on hold but I'll be on the line waiting to talk to a supervisor I won't be anywhere let me see what we can do so after about 10 mins he comes back supervisor says no so he says let me try another supervisor hold on, after holding comes back says OK this one said if you can pay the {$980.00} for the dates then in XXXX we can spread out your escrow maybe and do your payment it isn't a big difference but it's a difference for 24 months will do a payment for {$960.00} XXXX of course wasn't thrilled because I wanted to lower my payment up front because of my immediate hardship and it really didn't help anything but I said well I guess I'll do that he says OK hold on let me let the supervisor know you agree to those terms and I'll be right back or they will talk to you so I held it had been 1hr 35 mins dealing with US Bank Agents just transferring me around and getting lost. So AGENT # 6 XXXX from XXXX XXXX picks up she has nooo idea what's going on why I was sent to her so I have to tell her the story again and all I had been through from agent to agent and by this time I was crying cause she said she couldn't even see the notes ro where I had talked to XXXX and got the {$960.00} payment approved for 24 months so she says I'm so sorry I'm gon na have to put you on hold I am so sorry so she puts me on hold don't know who she spoke to then says OK I can see notes to where you spoke to XXXX the {$960.00} payment did I want to do that I proceeded to tell her yes I guess because even in my first acceptance packet there wasn't even a letter to sign to accept the mayments starting in XX/XX/XXXX and in XX/XX/XXXX when I called they said hold on making a payment till we can find out anything so... I said ok she says I'll let them know yes you accept the offer .. I'm so sorry what you've been through I hope you've had a great day.. I said so I'm good just start the payments in XXXX of current amount and then in XX/XX/XXXX it will change to XXXX she said yes ma'am your good to go. I had been on the phone for 2hrs and 5 mins. Well on XX/XX/XXXX I recieved a letter Re : Account Status stating to call about my options and instructions the longer I wait the further the account falls behind, harder for a solution .. I'm like what??? The same day dated XX/XX/XXXX I get another letter Re : HUD delinquency notice letter ( I know nothing about HUD my house is not on a HUD loan ) and I read their goal was to support customers during financial difficulties stay in their homes ... now I just agreed to pay that amount on XXXX XXXX then XX/XX/XXXX start the new amount at the bottom it said number of late payments 2 Outstanding late charges XXXX month and due date for each late payment XX/XX/XXXX & XX/XX/XXXX, called in on that evening my relationship XXXX was not available and I was not gon na be on the phone for 2hrs again. So on XX/XX/XXXX I got another letter Re : HUD delinquency notice letter same thing as one before. And during this time I was getting statements for house payments or bills and it was going up. Needless to say I'm upset by this point. Recieved another letter dated XX/XX/XXXX Re : Notice of change in relationship manager her name is XXXX XXXX I recieved it yesterday which was the XX/XX/XXXX. I have never had nothing but trouble with the company since they took over my mortgage, and I've complained 2 other times and I've talked to different lawyers and they tell me to message the CFPB and I do I'm being harassed beyond measure with all kinds of letters after induring that 2 hr phone call where they didn't offer me any help what so ever I still have to pay the same amount starting in XXXX but I'm getting all the letters that I'm behind and HUD stuff which I have no clue what that is the lady said there was no other options for me and the XXXX got the XXXX payments starting different. Do they not properly do their job, do they just hire people who stay at home where you can hear stuff in the background and do they not know how to work the phone system, I feel like when I explained my situation over and over and over it just hurt me and hit me that they are false advertising with their harassing letters saying they could help and after my phone call they couldn't. I've seen where this Mortgage Company has got in alot of trouble for several things and they know I'm XXXX and I can't just refinance my home cause I don't have a job and I bring in no where what I did before I was XXXX and got this house .. so I need your help with this company once and for all please. I WILL ATTACH THE LETTERS I HAVE RECIEVED SO YOU CAN SEE THE DATES AND JUST DO THE FRONT PAGES FOR THAT. THANK YOU

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