Consumer complaint received 2026-01-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: U.S. BANCORP
State: FL

Complaint narrative:
I submit this complaint against U.S. Bank for its repeated failure to provide accurate information, competent servicing, and appropriate mortgage assistance in connection with my request for a Special Circumstances Unemployment Forbearance and continued unemployment hardship assistance. 
I am a former XXXX XXXX who involuntarily lost my employment in XX/XX/XXXX and have remained continuously unemployed since that date. Prior to this hardship, I never missed a mortgage payment and maintained a perfect payment history. My current hardship is solely attributable to prolonged unemployment. 
Since XX/XX/XXXX, I have repeatedly contacted U.S. Bank to request a Special Circumstances Forbearance due to unemployment, with the specific and reasonable objective of temporarily suspending payments and having any missed installments placed at the end of the loan term, consistent with FHA-authorized hardship relief options. 
Instead of properly processing my request, U.S. Bank has : Issued contradictory and inapplicable assistance offers, Generated unauthorized and inappropriate loan-modification applications, Cancelled assistance reviews without my consent, Routed me to untrained or uninformed representatives, Provided inconsistent and inaccurate information about FHA options , and Failed to provide a clear, lawful, and timely decision on my forbearance eligibility.

At no time did I request a 40-year combination modification or partial claim. I repeatedly and unambiguously requested forbearance due to unemployment hardship. Despite this, U.S. Bank initiated modification workflows that materially worsened my financial position and conflicted with my stated hardship needs. 
The conduct of U.S. Bank representatives demonstrates systemic servicing failures, internal misclassification of my hardship request, and a lack of adequate training or supervision of loss-mitigation staff. 
Condensed Chronology of Key Events and Servicing Failures XX/XX/XXXX U.S. Bank issued : A Terms and Conditions for 40-Year Combination Modification and Partial Claim Offer, requiring payments of {$1700.00} beginning XX/XX/XXXX through XX/XX/XXXX, then approximately {$2200.00} thereafter, extending my loan by 10 years. Increased interest of 2 % of my original loan. 
An Acknowledgment of a Complete Voluntary Package.

I never requested a modification and had clearly requested a Special Circumstances Unemployment Forbearance. 
XX/XX/XXXX ( received XX/XX/XXXX ) U.S. Bank sent a Customer Assistance Review Cancellation notice. 
I never cancelled my application and had only responded to the unsolicited modification offer. 
XX/XX/XXXX Loss Mitigation Calls XXXX advised my assistance application was cancelled and was unable to explain next steps ; later identified as a Collections agent. 
XXXX advised she would send a paper application taking 35 weeks and appeared unaware of FHA XXXX XXXX XXXX. 
XXXX ( Relationship Manager ) confirmed misinformation by prior agents, acknowledged internal confusion, and stated XXXX had submitted a forbearance-related application that was improperly cancelled by XXXX because it was misclassified as a modification request. XXXX apologized and advised the cancellation would be reversed. 
XX/XX/XXXX XXXX  Email Submission I emailed consent for communications and a written request for Special Circumstances Forbearance to XXXX with a wet signature as directed. 
U.S. Bank responded that the inbox was for document submissions only and not monitored for requests. 
XX/XX/XXXX Spoke with XXXX ( Relationship Manager ) seeking status of escalation and application review. No substantive update was provided. 
XX/XX/XXXX Loss Mitigation / Mortgage Servicing XXXX attempted to place me into a 3-month modification arrangement rather than unemployment forbearance. He stated no assistance appeared available in the system and proposed underwriting review with a 30-day response via XXXX. 
XXXX transferred me unsuccessfully to a Relationship Manager. 
XXXX ( Relationship Manager ) stated applications could not be taken by phone and must be submitted by paper to underwriting. This chronological dated notes do not include all communications between myself and US Bank regarding this Mortgage Assistance. Additionally, as a direct result of my unemployment hardship, I was forced to file for bankruptcy protection in XX/XX/XXXX. I reside in the State of Florida, where my primary residence is protected by the constitutional homestead exemption, and accordingly, my home and mortgage loan were not included in the bankruptcy estate or subject to administration in the bankruptcy proceedings. 
Despite this, U.S. Bank unilaterally and without notice revoked my access to my online mortgage account portal, preventing me from reviewing my loan balance, payment history, transaction activity, escrow information, and servicing correspondence. This action materially interfered with my ability to monitor and manage my mortgage loan during an already severe financial hardship. 
I repeatedly requested that U.S. Bank restore my online account access and explained that my mortgage loan was not part of the bankruptcy due to Floridas homestead exemption and was therefore not subject to any bankruptcy stay, discharge, or servicing restriction. I was advised by U.S. Bank representatives that access to the online portal would not be restored solely because a bankruptcy had been filed, notwithstanding that the property was exempt and excluded from the bankruptcy case. 
Compounding this issue, my bankruptcy case has now been closed, yet U.S. Bank still has not restored my access to my online mortgage account despite multiple follow-up requests. As of the date of this complaint, I remain unable to view my mortgage statements, account activity, payment options, or critical servicing notices electronically. 
U.S. Banks continued refusal to restore online account accessdespite the exemption of the property from bankruptcy and the closure of the bankruptcy caseconstitutes an unreasonable and unjustified servicing barrier that has materially impaired my ability to obtain information, verify account accuracy, and meaningfully pursue available mortgage assistance options.

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 non-monetary relief