Consumer complaint received 2026-04-27 00:00:00
Product: Mortgage — Conventional home 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: OK

Complaint narrative:
While I have lost all expectation of honesty or responsibility by USBank, I still insist on documenting continued lack of compliance and utter disregard to honest communication and their culpability in the situation. Today I received a packet in the mail with multiple letters dated XXXX through XXXX which are supposed to be evidence that they communicated appropriately and within the information they were given. Unfortunately, not only was I not sent some of these letters previously, but they contain blatantly false information which I can prove. In a document dated XX/XX/year>, the letter claims that the application for assistance we submitted on XX/XX/XXXX did not state that the hardship was medical related but rather due to a reduction in income. This is completely false. USBank 's application does not allow to select multiple causes which exist in our case. However, we included in our letter of explanation provided and timestamped received by USBank on XX/XX/XXXX both the identified medical/disability related issues, and included multiple documents as supporting proof of these difficulties even though they weren't required. If anyone had sufficiently read the letter and not ignored the supplemental documents, it would have been abundantly clear that including this in the evaluation was far more than prudent. Scapegoating the qualification factors as a technicality that they themselves caused is simply an escape tactic to cover their own legal vulnerability. Then to blame it on the struggling consumer is gaslighting at best. The letter continues to state while interactions were reviewed they were unable to locate an instance where we were informed that delinquency was required to be approved for an option. Again, this is blatantly false. If they had actually listened to recordings in completion, we most certainly were told on MULTIPLE occasions, in increasingly condescending tones ( sometimes before even explaining our conversation when they would yell over us ) that assistance really isn't for people not in default and because we weren't delinquent is why we aren't getting anywhere with our applications. While USBank 's own training and desire is to limit available assistance to those situations to protect their own and investor interest, it is simply negligent to our circumstances. Blaming us for not providing all of the information is self-serving and easily proven false in your own records. Then, to add insult to injury USBank states in the next letter of the packet they themselves wrote on XX/XX/year> " It is important to note that the purpose of assistance options is to bring delinquent accounts current and to help you remain in your home. '' which perpetuates what we are being told in less kind words on the phone ... when the next letter states they never said such words. Regardless of the purpose in their own interest, their legal obligation is not being followed and our seriously fragile circumstances not acknowledged, but buried. Then, USBank continues to say in writing in their letter multiple times that the wording in their letter acknowledging a complete application told us they may need more documentation if they later find necessary, even with a complete application. This is to defend their untimely and sneaky behavior of changing the " marked completion '' date after receiving/ request documentation that was re-submitted because they ignored it the first time, yet it is sitting in the assistance page with a date of XX/XX/XXXX AND XX/XX/XXXX as provided and complete. Same exact document. But, by remarking the completion date as XX/XX/XXXX or XXXX XXXX they now have more time to push the evaluation and raise the rate dependent on the evaluation date 's marked rate.. When in fact, the regulation is XXXX calendar days from the XXXX date marked complete. They think consumers don't know the depth of these regulations, but my career has been in compliance so they have met the XXXX person to call them on it. It's so obvious that they intentionally don't train staff in this knowledge or regularly follow it because in several phone conversations you can hear they legitimately scoff/laugh thinking I don't now what I'm talking about. It's because they don't know their own industry 's regulations or their employer 's legal obligation to it. Furthermore, if you listened to all the phone conversations, including from our previous application when we were delinquent and before- you will clearly hear the service reps steer us toward making ourselves delinquent in order to apply- and then to pay what we can to catch up in order to avoid getting an earlier waterfall option ( deferred payment ) again and providing the letter of explanation, and then subsequently being told in no unclear terms that assistance isn't for people who aren't delinquent and even someone who flatly said they are protecting the investor. I understand the intent is to minimize the financial loss of investors and the bank from a company 's perspective. It does NOT give USBank the okay to ignore federal regulations, ignore and turn a XXXX XXXX to provided documentation to fit a technicality loophole they purposely created, and then blame the consumer for not providing information in the exact way they would need to submit it. That's the bank 's job to read and discern by fully reading, acknowledging, and evaluate documents.

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