Consumer complaint received 2024-03-16 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: MD

Complaint narrative:
We are very frustrated with the way that US Bank has handled the servicing of our mortgage loan. We feel that they sold us a bill of goods by telling us to reach out to them when we were in trouble through their mobile app but even though we did this several times they never responded or offered any type of help. We purchased our home in XX/XX/2023 with an FHA loan through US Bank. At the time I was working XXXX XXXX as a XXXX XXXX XXXX and the co-borrower ( my fiance ) XXXX XXXX was working as a machine operator. About 5 months after moving in XXXX unexpectedly lost his job and it put us in a difficult financial situation. I reached out to US Bank to explain the situation and find out how we could get help because we could not make the XXXX mortgage payment. I was told to go through the US Bank mobile app and that I could enter information about my hardship and situation and that we would receive help. I did this and no one contacted me, there was no offer for help, there was no communication. I went on the mobile app again to submit information regarding our hardship and situation with the understanding this would inform US Bank of what was going on and that they would provide information on programs to help us. Again, we never heard from anyone. This seems like a deceptive tactic, telling homeowners with government backed loans that they just need to put information into the new fancy mobile app and options for help will be provided. Next thing we knew we were getting a letter saying we are in the beginning of the foreclosure process. US Bank has pitched a service that does nothing to help homeowners in our situation and as a result we are further behind and starting foreclosure. 

My fiance and I were very excited to buy our first house and put 3 % down and looked forward to our new house and new life together. XXXX job loss was unexpected and difficult as we have XXXX XXXX in our home, XXXXXXXX XXXX as well as a XXXX XXXX XXXX and XXXX XXXX XXXX. We did everything we could to keep up but could not make the XXXX mortgage payment and put my information into the app so that we could get help. However no one responded to our request for assistance through the app. I wanted to show my good intentions and made a partial payment in XXXX but could not pay anything in XXXX and submitted a new request for assistance through the app. Again nothing happened, no response, no access to government programs designed to help struggling homeowners with government backed FHA loan. I was able to make the full XXXX payment and wondered why US Bank was not responding to our requests for help. 

US Bank is now refusing to accept payments from us unless we reinstate the entire past due amount which is close to $ XXXX. We have never been considered for ANY assistance options even though I know that FHA has programs for struggling homeowners.

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