Consumer complaint received 2025-08-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: U.S. BANCORP
State: IL

Complaint narrative:
On XX/XX/XXXX XXXX XXXX  charged my home mortgage escrow account {$7300.00} for mortgage gap insurance associated with last year. When I called, they stated that I was required to provide proof of coverage. In XXXX of XXXX I provided XXXX XXXX  proof of coverage from XXXX Insurance ( Policy # XXXX ) through their portal Ihaveinsurance.com in XXXX of XXXX and on XX/XX/XXXX XXXX XXXX  confirmed this receipt of coverage with a payment made for {$3100.00} to XXXX Insurance. The issue is that this payment was processed too late by XXXX XXXX  and XXXX Insurance stated that this payment was received XXXX week late and that the policy was in turn canceled. I did not receive notice of this cancelation from either XXXX or XXXX XXXX  and there was no transparency for the consumer on any issue with this insurance payment. The XXXX XXXX  mortgage portal shows that the payment made on XX/XX/XXXX is valid and there was not any change until both parties were notified of this problem at renewal in XX/XX/XXXX. I received a text message from XXXX XXXX  stating that I need to show proof of coverage and this began a 4 month process of over XXXX calls with XXXX XXXX  and XXXX to not only reestablish my insurance for the following year but to also try to correct the " auto '' generated gap insurance coverage that was applied to my account for a policy that was back dated to XXXX and supposedly paid by XXXX XXXX  for their own insurance. XXXX XXXX  would not share proof of their last year payment of the policy verifying this actual need, and my escrow account continues to show {$7300.00} on XX/XX/XXXX ( not XXXX ) was taken out of my Escrow in relation to this operational AND communication failure of XXXX XXXX  and XXXX. XXXX XXXX  continues to state the mortgage clause around mortgage insurance requirements that they have in my signed mortgage covers their ability to apply gap insurance This is regardless of their ability to process payments effectively or communicate effectively and/or in a timely manner to the consumer about a concern. I, the consumer, did show proof of insurance. I did provide proof of insurance which XXXX Bank confirmed with payment of that insurance, and I should not be at fault for a failure of XXXX XXXX  to pay XXXX on time and any resulting communication failures after failure of payment. XXXX and XXXX XXXX  communication around a late payment is also not in the control of the consumer with a required Escrow ( protection for XXXX XXXX, not consumer ), in place that does not allow the consumer to manage anything other than providing proof of insurance, which I did. XXXX XXXX  has strong armed this situation repeatedly insisting that this communication error may of occurred but it was still the responsibility of the mortgagee to maintain insurance. Again, I do not have any transparency into XXXX XXXX  and/or XXXX operations XXXX payment addresses, and I feel like this is consumer vs corporate power situation that can not be mediated with logic unless I have the support of the CFPB. This is an operational and communication failure and the consumer is being blamed for it. The consumer is not at fault for communication failures between insurance, XXXX XXXX and the XXXX XXXX My Loan portal, which is the only visibility the consumer has that a problem has occurred with a insurance payment. Please help. 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