Consumer complaint received 2021-09-17 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: U.S. BANCORP
State: FL

Complaint narrative:
My fiance and I have had a loan with US Bank for 14 years and have not once been late or missed a payment. We got an email of them promoting refinancing and home equity loans, so thought about wanting to use our home equity to consolidate our debt. We called on XX/XX/XXXX and spoke with a representative that took our application over the phone. We were told before hand my the US Bank Rep that they take into consideration us being a long time customer with them, if you do not meet the requirements. We were also told that the process takes 2-3 days to find out if you are approved or not. We submitted all of the required documents to the Portal that was assigned to us. We had be also assigned a loan officer XXXX XXXX. After waiting almost a week and calling and leaving voicemails and emailing Ms. XXXX and getting no response. Seeing that our status was saying processing. XX/XX/2021. My fiance finally got a hold of her on the phone. Asking if there was anything they needed from us, or if they came to a decision. Ms. XXXX said, we didn't qualify, so that's why they left the status of the portal not updated. It seemed that she had no intention on contacting us at all. XXXX my fiance said, well that's how you guys work, no one calls or offers alternatives etc. Then, Ms. XXXX, said maybe I could qualify by myself. So we tried her again in the evening and my fiance expressed how unpleased she was with their whole process of not handling things professionally. Her lack of professionalism to return calls and emails. I think got on the phone and asked what happened to you guys taking consideration for loyal customers that be been with you almost 20 years. She then expressed that, it applied to people who had checking and savings accounts, I guess not people with $ XXXX mortgage. I expressed how frustrating this was since we were trying to consolidate or debt and used the equity we've busted our buts creating by paying our mortgage every month on time, for 14 years. I then said okay fine I'll try to apply alone if you think it would help. She then told me their process ; that I would have to submit another application, in which they would run my credit report when it's was ran less then a week ago. I asked that I didn't want another soft or hard hit inquiry on my report so my credit score would go down. She explain that was their policy I think asked her to speak with someone above her to see if the consideration, we were promised could be exercised on this matter. She denied my request and said unfortunately these are their rules and policies ; she said I wouldn't however have to upload my financial information, paystubs and bank information since she could use that from the other application that I filed with my fiance who is the co borrower on our mortgage, which I thought made no sense, but you can't make an accept and do the same with my credit score and information since it hasn't even been 10 days. I then asked well you see my numbers and my debt to income ratio, credit score. Will I be approved or denied, she then said she doesn't know. This throw me off, how could you not know when you have my full report. So, it seemed like she knew the answer even though jeopardizing my credit score was no interest to her as long as she attempted to act like she cared, since she openly admitted with my fiance, the reason no one contacted us is because we didn't qualify. I asked Ms. XXXX once again for someone above her to see if they could make an exception to not running my credit score again since it was ran a few days ago, by their financial intuition. The same intuition that doesn't return calls or update loan application status. She finally gave me a XXXX XXXX, who was the VP dept. She didn't offer to transfer me, she just gave me the number. I then had to ask, well do I call him and explain the situation myself without to giving context or a backstory. She said, oh she can if I'd like. Well I was appalled by this response and said sure. I then called Mr. XXXX XXXX and left a voicemail. My fiance emailed him at the same time. No call back, but this morning bright and early at XXXX in the morning an adverse action notice from whom other, then Ms. XXXX XXXX finally trying to do her job and cover her XXXX. I don't know what is the deal with this company. But, 14 year members, shouldn't feel like they are being discriminated by their credit score or race, and shoved into the corner like a dirty rag. I am truly disgusted and hurt by the professionalism of this financial intuition.

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