Consumer complaint received 2026-05-05 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:
This is a new complaint based on new violations that occurred after my first two complaints. U.S. Banks XX/XX/XXXX and XX/XX/XXXX responses introduce new servicing failures, new contradictions, and new evidence of noncompliance with federal mortgage servicing regulations, including 12 CFR 1024.35, 12 CFR 1024.36, and 12 CFR 1024.41. ( 1 ) Failure to provide required information and failure to correct inaccurate information 12 CFR 1024.35 ( b ) ( 1 ), ( b ) ( 2 ), ( b ) ( 8 ). U.S. Banks XX/XX/XXXX letter admits : We apologize if you did not receive this correspondence. This contradicts their XX/XX/XXXX claim that all servicing timelines were met and that the XX/XX/XXXX packet was mailed.A servicer can not claim compliance while simultaneously admitting nondelivery of required claim information. This is a new violation of the requirement to provide accurate information and correct prior errors. ( 2 ) Failure to respond to prior complaints with a complete and accurate answer 12 CFR 1024.35 ( e ). U.S. Bank reattached prior letters instead of addressing the issues raised.A servicer must conduct a reasonable investigation and provide a substantive written response. Resending old letters is not a response and violates the errorresolution requirements. ( 3 ) Failure to obtain documents from the insurer despite having authority 12 CFR 1024.41 ( c ) ( 2 ) ( i ). The bank continues to blame the insurer for missing documents but refuses to explain why its own internal claim ( opened XX/XX/XXXX for {$40000.00} ) has not progressed.Servicers must exercise reasonable diligence to obtain documents from third parties. U.S. Bank has not done so. This is a new violation. ( 4 ) Contradictory statements regarding call handling and servicing accuracy 12 CFR 1024.38 ( b ) ( 1 ) ( i ). The XX/XX/XXXX letter admits calls on XX/XX/XXXX and XX/XX/XXXX were not handled according to our standards and that inaccurate information was provided.The XX/XX/XXXX letter then claims all calls from XX/XX/year> were handled correctly and uses this to imply overall compliance.These contradictions were not addressed and constitute new misrepresentations in the XXXX responses. ( 5 ) Failure to provide a single, consistent point of contact 12 CFR 1024.40 ( a ). The XX/XX/XXXX Relationship Manager letter appears to be a retroactive attempt to cure a compliance failure.A servicer must assign a relationship manager when the borrower first requests assistance, not months later after regulatory complaints. ( 6 ) Failure to advance the loss draft process violation of HUD servicing requirements incorporated into FHA loans. U.S. Bank has not explained why the loss draft process has not advanced despite : an internal claim opened XX/XX/XXXX authority to obtain insurer documents no action taken to move the claim forward FHA servicers must protect the property and advance the claim process. U.S. Banks XXXX letters show new failures to comply. ( 7 ) Failure to provide a complete response to the CFPB 12 CFR 1024.35 ( e ) ( 1 ) ( i ) ( B ). A servicer must provide a response that is complete and accurate.The XX/XX/XXXX and XX/XX/XXXX letters do not address the contradictions, delays, or missing documents. They do not answer the issues raised in the first two complaints.I am requesting a new investigation into these new violations, as U.S. Bank has not provided a complete, accurate, or compliant response to the prior complaints.

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