Consumer complaint received 2026-05-19 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 arising from U.S. Banks failure to provide a lawful, complete, and accurate response to my prior complaint filed on XX/XX/year>. U.S. Banks final response is defective, nonresponsive, and materially misleading. It does not satisfy the requirements of 12 CFR 1024.35, 1024.36, 1024.38, 1024.40, or 1024.41. The bank failed to address the issues raised in the XX/XX/year> complaint and failed to correct the contradictions identified in its XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX letters. Because the banks final response itself creates new servicing failures, this filing constitutes a new complaint. -- - XXXX. U.S. Bank Failed to Respond to the Issues Raised in the XX/XX/year> Complaint 12 CFR 1024.35 ( e ) The banks final response does not address : The contradictions between the XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX letters The admission that required correspondence was not received The failure to advance the lossdraft claim opened XX/XX/XXXX The failure to obtain insurer documents despite having authority The inaccurate statements about call handling The failure to assign a consistent point of contact These issues were central to the XX/XX/year> complaint, and the bank ignored them entirely. A servicer must conduct a reasonable investigation and provide a complete and accurate written response. U.S. Bank did not. -- - XXXX. U.S. Banks Final Response Contains New Violations 12 CFR 1024.35 ( b ) ( 1 ) ( 2 ) The banks final response creates new errors by refusing to correct : Conflicting statements about mailing timelines Conflicting statements about call handling Conflicting statements about claim status Conflicting statements about insurer delays A servicer must correct inaccurate information or provide a reasonable written explanation. U.S. Bank did neither. This is a new violation, separate from the prior complaint. -- - XXXX. U.S. Bank Failed to Provide Required Documents 12 CFR 1024.36 ( d ) The bank still has not produced : Adjuster report Claim file Lossdraft notes Insurer correspondence Any documentation supporting the claim that documents are pending These documents were explicitly requested in the XX/XX/year> complaint, and the banks refusal to provide them is a new violation. -- - XXXX. U.S. Bank Failed to Exercise Reasonable Diligence 12 CFR 1024.41 ( c ) ( 2 ) ( i ) The bank continues to blame the insurer while refusing to explain : Why the internal claim opened XX/XX/XXXX has not progressed Why the bank has not obtained documents directly from the insurer Why the lossdraft process remains stalled This is a new and continuing violation. -- - XXXX. U.S. Bank Failed to Maintain Accurate Servicing Information 12 CFR 1024.38 ( b ) ( 1 ) ( i ) The banks final response does not reconcile : Conflicting claim timelines Conflicting callhandling statements Conflicting explanations of document status These failures constitute new violations of the requirement to maintain accurate records. -- - XXXX. U.S. Bank Failed to Provide a Consistent Point of Contact 12 CFR 1024.40 ( a ) The banks final response does not explain : Why a XXXX XXXXXXXX was assigned only after multiple complaints Whether the XXXX XXXXXXXX has access to the claim file Why prior communications lacked a single point of contact This is a new violation because the banks final response fails to cure the issue. -- - XXXX. U.S. Banks Pattern of NonCompliance Suggests Systemic Servicing Failures Across multiple complaints, U.S. Bank has demonstrated : Repeated contradictions Repeated failure to provide documents Repeated failure to correct errors Repeated boilerplate responses Repeated delays Repeated failure to comply with Regulation X The banks final response to the XX/XX/year> complaint adds new evidence of systemic noncompliance. -- - Requested XXXX XXXX fair resolution requires U.S. Bank to : XXXX. Provide a complete and accurate written response addressing each issue raised in the XX/XX/year> complaint. XXXX. Produce all documents required under 12 CFR 1024.36 ( d ). XXXX. Correct inaccurate and contradictory statements. XXXX. Provide a full timeline of all claimrelated actions. XXXX. Advance the lossdraft process in compliance with FHA servicing requirements. XXXX. Assign a consistent point of contact with full access to the claim file. XXXX. Explain why the internal claim has not progressed and what steps will be taken to resolve delays. XXXX. Confirm in writing the steps U.S. Bank will take to prevent further servicing failures.

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