Consumer complaint received 2026-03-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: U.S. BANCORP
State: FL

Complaint narrative:
I am submitting this complaint regarding the handling of my mortgage account and a system error that directly resulted in the denial of my mortgage assistance and has now placed my home at risk of foreclosure. While enrolled in a trial payment arrangement during my time in XXXX school, I made two separate mortgage payments in the month of XXXX in good faith to reduce my balance and comply with the terms of the program. However, due to what I was later informed was a system error, one of my payments was incorrectly applied to a future trial payment rather than the first required trial payment. Because of this system issue, the system no longer prompted me to make the first trial payment, and I was not given proper communication that provides the opportunity to correct the issue within the required timeframe. I proceeded to make the next payment as it appeared due in the system. Before making the second trial payment, I contacted U.S. Bank customer service and explained the issue. The representative assisted me in submitting a request for the error to be reviewed by a supervisor. However, I never received any follow-up or response regarding that request. On XX/XX/year>, when I called to make my final trial payment, I was informed that my trial payment plan had been marked as broken because the first payment was not made within the required timeframe. I asked about the status of the supervisor review request and was advised that there had been no response and that nothing further could be done. I was also aware that this was my final opportunity for mortgage assistance, as I had been advised that I would not be eligible to reapply for six months to a year if I failed to comply. For that reason, I was fully committed to completing the trial plan successfully. Despite explaining the situation and being told verbally that the issue was due to a system error, my request for assistance was denied, and I was only offered the option of a short sale. Since then, my account has been referred to a foreclosure attorney, I have received a debt collection notice, and I have been quoted a reinstatement amount that includes paying a second mortgage in full, which was not originally due until the end of the loan term. On XX/XX/year>, I submitted an appeal and a Request for Information regarding my account and the application of my trial payments. Both were sent via certified mail and are confirmed for delivery on XX/XX/year>. I am requesting a full investigation into the payment application error, account and payment records related to how my trial payments were applied, reconsideration of my eligibility for mortgage assistance, and suspension of foreclosure activity while this matter is under review.

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 monetary relief