Consumer complaint received 2026-04-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: U.S. BANCORP
State: AZ

Complaint narrative:
I am filing this complaint regarding an incorrect balance being asserted by U.S. Bank on my mortgage loan ( XXXX XXXX. XXXX ). U.S. Bank is claiming that I owe {$4700.00}, which they now describe as a XXXX XXXX XXXX XXXX XXXX XXXX related to a Payment Deferral Agreement effective XX/XX/XXXX. They state this amount represents a payment shortage that occurred after the agreement was drafted but before it became effective. I dispute this charge for the following reasons : 1. The Payment Deferral Agreement establishes a fixed deferred amount. The agreement does not contain any provision allowing additional amounts to be added after execution without modification or re-agreement. 2. The amounts now being claimed ( {$1700.00} for XX/XX/XXXX and {$1700.00} for XX/XX/XXXX ) are not reflected as outstanding in the loans servicing records. The payment history provided by U.S. Bank ( XXXX XXXX XX/XX/XXXX ) shows : * A current principal balance of {$.00} prior to payoff * An escrow balance of {$0.00} * No deferred balance * No corporate advance balance * No suspense or other balance category carrying these amounts XXXX. The servicing history shows that any deferral-related transactions in XX/XX/XXXX were reversed, reconciled, and brought current through subsequent transaction codes. There is no remaining balance category reflecting these amounts as outstanding. 4. U.S. Bank has not identified any transaction code, ledger entry, or balance bucket where the alleged {$4700.00} is currently carried. A recoverable corporate advance must be reflected in the account if it is collectible, but no such balance appears. 5. The loan has been paid off, and the account reflects only a nominal balance of {$0.00}. Despite this, U.S. Bank continues to assert this additional amount without providing documentation showing that it is valid, properly recorded, or contractually authorized. I submitted a formal Notice of Error and Request for Information under RESPA ( 12 C.F.R. 1024.35 and 1024.36 ) requesting documentation supporting these charges, including a transaction-level accounting and identification of the balance category. U.S. Banks response did not provide the requested proof and instead relied on a general explanation of how RCAs may be assessed. I am requesting that U.S. Bank : * Provide a complete transaction-level accounting showing where the {$4700.00} is currently carried in the servicing system * Provide documentation demonstrating that this amount was properly authorized under the Payment Deferral Agreement or any subsequent agreement * Correct the account and confirm in writing that no additional balance is owed if they can not substantiate the charge At this time, there is no evidence in the servicing records that this amount is owed or collectible. I am requesting that this matter be investigated and resolved.

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