Consumer complaint received 2026-05-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: U.S. BANCORP
State: MN

Complaint narrative:
CFPB ESCALATION SUBMISSION RE : U.S. Bank Mortgage Servicing Failures FHAInsured Property ( Uninhabitable 8+ Months ) I. EXECUTIVE SUMMARY ( FOR SUPERVISORY REVIEW ) This is an escalation request for supervisory intervention regarding U.S. Banks ongoing mortgage servicing failures involving an FHAinsured property that has remained uninhabitable for approximately eight months due to unresolved insurance lossdraft and property preservation breakdowns. U.S. Bank has failed to comply with : RESPA ( 12 CFR 1024.35 and 1024.36 ) Regulation X servicing investigation requirements ( 1024.35 ( e ) ) FHA Handbook 4000.1 mortgagee obligations CFPB complaint response standards ADA reasonable accommodation requirements ( emailonly communication ) The servicers response to both the borrower and CFPB has been nonsubstantive, unsupported, and lacking documentation, relying on conclusory statements such as no error occurred and our position remains unchanged, without evidence, timelines, or servicing records. As a result, the collateral continues to deteriorate, and the insurance claim/loss draft process remains unresolved or inconsistently administered. II. CORE ISSUE SUMMARY The servicing breakdown centers on four systemic failures : 1. Failure to properly process and administer insurance lossdraft claim 2. Failure to provide required documentation and servicing timeline 3. Failure to conduct a goodfaith REinvestigation under RESPA 4. Failure to provide ADAcompliant communication access ( emailonly accommodation ignored ) These failures have resulted in prolonged property uninhabitability and ongoing collateral deterioration. III. FACTUAL TIMELINE SUMMARY ( KEY EVENTS ) Property sustained damage and became uninhabitable ( approx. 8 months ongoing condition ) Insurance claim initiated with State Farm ( mortgagee listed as U.S. Bank ) Lossdraft process initiated ; borrower requested required documentation and instructions Borrower received inconsistent and contradictory instructions across U.S. Bank departments ( MAP / Loss Draft / Customer Advocacy ) Alleged XX/XX/XXXX packet referenced by servicer was never received and not produced upon request Borrower repeatedly requested documentation, timeline, and servicing clarification CFPB complaint filed U.S. Bank responded with nonsubstantive denial of error, stating : Our position remains unchanged No errors or delays occurred Packet was issued No supporting documentation, mailing proof, or servicing records were provided IV. IDENTIFIED SERVICING VIOLATIONS ( RESPA + REGULATION X ) 1. Failure to conduct a reasonable investigation ( 1024.35 ( e ) ) U.S. Bank did not provide a new factual investigation in response to the CFPB complaint or Notice of Error. The response repeats prior conclusions without review of servicing records or documentation. 2. Failure to provide supporting documentation ( 1024.35 ( e ) ( 1 ) ( i ) ) U.S. Bank failed to produce : Alleged XX/XX/XXXX packet Lossdraft forms or instructions Mailing or delivery proof Internal servicing notes Communication history/timeline 3. Failure to provide servicing timeline ( 1024.35 ( d ), 1024.36 ) No complete timeline of servicing actions was provided despite repeated requests. 4. Failure to resolve lossdraft servicing breakdown Borrower was given conflicting instructions across departments, preventing proper claim processing and repair progression. 5. Nonsubstantive CFPB response The servicers response relied on conclusory language ( no error ) without evidentiary support, which does not meet Regulation X requirements for a reasoned response. V. FHA XXXXOK 4000.1 VIOLATIONS ( MORTGAGEE DUTY ) U.S. Bank, as mortgagee of record on the insurance policy, has failed to fulfill FHA servicing obligations, including : Failure to preserve and protect collateral Failure to ensure timely repairs or claim progression Failure to prevent prolonged vacancy and deterioration Failure to intervene when insurance claim processing stalled Failure to maintain property in conveyable condition The property has remained uninhabitable for approximately eight months, resulting in continued deterioration risk and increased restoration costs. VI. ADA REASONABLE ACCOMMODATION FAILURE The borrower has a documented communication limitation requiring emailonly communication as a reasonable ADA accommodation. Despite repeated notice : U.S. Bank continues directing borrower to phonebased servicing departments ( MAP and others ) No formal accommodation implementation was provided Communication barriers remain unresolved This creates an ongoing barrier to accessing mortgage servicing rights and responding to lossdraft requirements. VII. FAILURE TO PRESERVE SERVICING RECORDS ( 12 CFR 1024.38 ) U.S. Bank has failed to preserve and produce core servicing records required under Regulation X, including : Call logs Servicing notes Internal communications Lossdraft processing history Documentation supporting the alleged XX/XX/XXXX packet A complete servicing timeline Under 12 CFR 1024.38 ( b ) ( 1 ) ( iv ), servicers must maintain policies and procedures to ensure they can retrieve and provide accurate servicing records to borrowers and regulators. U.S. Banks inability or refusal to produce these records indicates a breakdown in required servicing systems and violates the recordretention and recordproduction obligations of Regulation X. This failure prevents verification of the servicers claims, obstructs the borrowers ability to resolve the lossdraft issue, and undermines the integrity of the CFPB complaint process. VIII. HARM RESULTING FROM SERVICING FAILURES As a direct result of servicing breakdowns : Property has remained uninhabitable for ~8 months Ongoing deterioration of FHAinsured collateral Delayed or stalled insurance repair funding process Increased repair and restoration exposure Continued uncertainty regarding claim resolution Administrative barriers due to lack of ADAcompliant communication IX. BORROWER IMPACT STATEMENT The prolonged uninhabitability and unresolved servicing failures have imposed significant hardship on both myself and my coexecutor, Titus. We have spent months attempting to obtain basic servicing information, documentation, and ADAaccessible communication, only to receive contradictory instructions or no response at all. The inability to progress repairs has forced us to manage an uninhabitable property from a distance, increased our administrative burden, and created ongoing stress and uncertainty. These servicing failures have materially affected our ability to fulfill estate obligations, protect the property, and ensure compliance with FHA and county requirements. X. REQUEST FOR CFPB SUPERVISORY ACTION The borrower respectfully requests CFPB supervisory escalation requiring U.S. Bank to : 1. Produce complete documentation All servicing records related to the insurance claim and loss draft Copy of alleged XX/XX/XXXX packet Proof of mailing/delivery Internal servicing notes supporting no error determination 2. Provide a complete servicing timeline Including all actions taken from initial claim through present. 3. Conduct a compliant REinvestigation under 1024.35 ( e ) A new investigation based on records, not prior conclusions. 4. Resolve lossdraft servicing breakdown Including clarification of contradictory instructions and proper claim coordination. 5. Implement ADA accommodation All communication must be provided via emailonly format. 6. Address FHA servicing obligations Including property preservation and insurer coordination responsibilities. XI. URGENCY STATEMENT This matter requires supervisory intervention because : The property remains uninhabitable after an extended period Collateral deterioration continues Servicing failures remain unresolved Documentation has not been produced CFPB complaint response was nonsubstantive Without corrective action, continued delay increases financial harm to the borrower and risk exposure to the FHA insurance system. XII. CLOSING U.S. Banks servicing conduct reflects systemic failures in : Mortgage servicing investigation standards ( RESPA ) FHA mortgagee property preservation obligations Insurance lossdraft coordination ADA communication access requirements This submission requests CFPB supervisory escalation and a directive requiring full documentary compliance and corrective servicing action.

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