Consumer complaint received 2026-04-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: U.S. BANCORP
State: MN

Complaint narrative:
To Whom It May Concern : I am writing to address an unfortunate situation involving my lender, US Bank. In XX/XX/year>, I lost my job and immediately contacted US Bank to discuss forbearance options, as I was not earning any income at the time. I was informed that, if I qualified, I could enter forbearance, after which I would need to either pay back the deferred amount in full or add it to the end of my mortgage term. I made it clear several times that, since I had no income during the forbearance period, paying a lump sum at the end was not feasible. This concern was raised repeatedly throughout the process, and I was assured it would not be a problem. The agreement required me to call in each month with an update on my status. I always felt confident in the process, and everyone I spoke with seemed helpful. There was never any indication that something would go wrong. I specifically asked many times whether participating in forbearance would impact my credit score, and each time, I was reassured that it would not. This wasnt just mentioned once or twiceI brought it up frequently because I was worried about the potential effects. Throughout this period, I received letters mentioning late payments. When I inquired about these, I was told they were automatically generated by another department, and I shouldnt worry since I was in forbearance. The mobile app reflected late payments as well, and when I resumed payments in late fall according to my agreement, the app still wouldnt allow me to make payments, nor did it show them as registered. I was told that once the forbearance was finalized, the app would update accordingly. However, even after four to five months, the app remained unusable ; I continued calling monthly to make payments and check in but kept being told not to worry since the forbearance was still being closed out. Recently, I checked my FICO score and noticed a significant drop. Worried, I planned to discuss this with my US Bank loan officer and considered the possibility of fraud, but soon realized the issue was tied to the conclusion of my forbearance. I called the same number for the team I dealt with during this process and spoke with someone named XXXX, who was not particularly helpful. She told me that US Bank never offered a program where you could pause payments without affecting your creditwhich contradicted everything I had been told throughout the process. When I asked to escalate the issue, I was transferred to XXXX, a supervisor, who showed no interest in resolving my problem. As a customer blindsided by this situation, I was panicked and received no sympathy from this supervisor. When I requested to speak to someone else, I was told that was not possible, but I could file a complaint and wait for a written response. With assistance from someone in another department at US Bankwho was also unsure about the situationI sought further help. After two weeks, I received a response from XXXX, who was polite but seemed unable to do much beyond delivering disappointing news. If anyone had listened to my calls, they would have clearly heard me ask several times whether the decision would affect my credit. I was given the impression that adding payments to the end of the mortgage was acceptable. US Bank receives their payment regardless, and refinancing could have been an option. There needs to be action taken. The forbearance team is responsible for ensuring customers understand the consequences, yet I was told to call in regularly and was instructed to keep them updated. I did this, and again when I asked, I was told not to worry. These representatives are referred to as relationship managers ; however, I was never able to speak directly with the one assigned to me, so no real relationship was established. All I could do was repeatedly explain my situation to whoever answered the phone. Additionally, I asked if I could refinance my mortgage, which would resolve much of this issuebut was told that due to the drop in my credit score, I could not. Ironically, the very institution that was supposed to help me will not refinance my existing mortgage because I sought their assistance and trusted their process. I am devastated and feel that despite doing everything right, the situation unraveled against me. US Bank told me I had to live with it and closed my complaintthat was it. Thank you. To Whom It May Concern : I am writing regarding my experience with US Bank during a difficult period after losing my job in XX/XX/year>. I immediately contacted US Bank about forbearance options and was told I could defer payments and repay either in full or by adding them to the end of my mortgage. I consistently stated that a lump-sum repayment was not feasible and was assured this would not be an issue. Throughout forbearance, I updated US Bank monthly and was repeatedly told it would not affect my credit score. Despite receiving late payment notices and seeing delays reflected in the mobile app, I was informed these were automatic and not a concern. Even once payments resumed, the app remained unusable and I continued calling monthly. Recently, I discovered a significant drop in my FICO score, which led me to contact US Bank. The representative contradicted previous assurances regarding credit impact. After escalation, I received little support from supervisors and learned refinancing was not possible due to my lowered credit score. Despite following all instructions and regularly updating US Bank, my concerns were dismissed and my complaint ultimately closed. I feel misled and frustrated, especially as the inability to refinance made matters worse. I urge US Bank to address the gaps in communication and provide clearer guidance to customers facing similar situations. 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