Consumer complaint received 2025-01-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: U.S. BANCORP
State: MA

Complaint narrative:
This has been going on for years. I will shorten it as best I can Covid made me seek a forebearance during which I sent a couple of payments in. 

XX/XX/XXXX I called to try and start the loan again but asked first for the two payments I made to be tracked down. 

This took months. 

Finally they were found and I was going to do a deferral. The is now XX/XX/XXXX I called to clarify something and spoke to someone who asked why I didnt do a loan modification. I said no one had suggested it. He explained and suggested it and I said Id like to do it. 

The trial payment was half of my original. I made the first payment. When I called to make the second on the automated service it asked for the original payment so I didnt pay it because I knew this would end the XXXX  application. 

I called to straighten that out. It took a couple of months. 

Apparently when I was signed up for the XXXX  it was done so without removing me from the deferral so I was on two programs through no fault of my own. 

As a result I lost the XXXX. I applied again. 

I was approved and made the trial payments. I then received the paperwork. I hired a notary and signed the paperwork and had him sign it. 

Apparently because I didnt sign my name aka my name it was rejected. As I have never changed my name or been named anything else at any point in time. 

This omission was enough to have the application denied. 

So I reapplied. It was now XXXX. I began another application. At this point they began asking for backup for the application which they had not previously asked for and I made a mistake on the process. 

Early XXXX I started a federal application for assistance while putting in an application through USbank. 

I had been awarded a teachers residency program and listed that as part of my salary. I called and tried to explain that they had not yet provided me with an offer letter I was told that they couldnt extend the deadline for the paperwork and the offer letter was a part of the process so I was being denied. 

I applied again - my application was accepted and I made my trial payments. 

However at this time the federal assistance money came in. 

I spoke with someone on the phone who told me I had to decide which one to accept. I said I obviously wanted to accept the federal money but I might need the XXXX  to cover the XXXX  since it took them 3 months to alert me and would take another 1-2 months to apply the funds. 

I asked what the XXXX  was and she wouldnt tell me. I asked if I could make a payment and she said I needed to wait When it was finally settled they immediately called me to say I was in arrears - of an amount I had previously been unaware of. 

The amount I owed was XXXX - I said I could resume payments but not the back amount. I was told to apply for a XXXX  loan again. It was now XXXX. 

No other option was offered to me. 

I filled out another application. was given until a certain date to provide backup. Then additional backup was required. I was given a date for that. I got the additional backup in to them on the date it was due. 

They said I didnt get it to them. I called they said they could see I provided it by the date but that it took several days to process it. So despite getting it to them on the date due what they really meant was 3 days before it was due. 

I called about this. I spoke to a very nice woman ( one of the few who has not been antagonistic ) who said she would try to have them change it but it was unlikely I called to follow up on Monday and was told it was closed and I needed to start over. 

Two weeks later I received a letter that said it had been reopened to allow more time but I was missing information so they closed it again. Only they never told me they opened it again. Nor did they tell me what the new information was they were looking for. 

I later found out that part of the reason for the rejection was that I had more money than I had previously stated So I tried again. This time I put all 30 pages of information together. I wrote a two page detailed letter explaining everything - much longer and more in depth than this. 

For the bank statements I included multiple copies of the same month so that I could annotate each. I annotated the entire thing at the bottom. I included extra information in the form of my IRA, ESOP and 401k to show additional safety nets. I put the loan number and name at the top of each page. I numbered the pages. I included a breakdown sheet. I emailed this as a whole package. I faxed it as a whole package ( which took 6 tries and the first 5 it only partially went through ). I then attached the individual pages via the app. 

They told me I was missing bank statements so I re-sent them. 

They then told me I didnt send them everything and then denied me again. 

As of this writing I spoke to a very rude man who insisted on condescending to me and put in an application for assistance ( in the past it was specifically for a XXXX loan ). 

At this point I have decided to pull the money from my 401k because my mental health is differing from this process to say nothing of my credit score. I asked if I could just resume my loan if I found a way to pay the arrears and that is when I realized why they have been dragging this out. 

He told me there would be a pay off amount in addition to the arrears. 

It was my plan to report them once this was all settled but this really brought it to a head. 

I have left so many things out - I have spent countless hours on the phone trying to remedy this situation - the flood of contradictory paper work - notification of one thing contradicted by mail the next day. Each representative telling me a different thing. 

Please also note I have tried to speak to my case manager for all four years and have never been able to reach her. 

I have reached out to customer complaints several times and have never been answered. 

For the last year I receive calls from usbank and when I answer they hang up on me. 

In regards to attaching documents- I would be happy to attach whatever you feel may be relevant but as I have thousands of documents I dont want to overwhelm the system.

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 monetary relief