Consumer complaint received 2026-05-13 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:
I am filing this complaint regarding XXXX XXXX XXXX and U.S. Bank in connection with the XXXX XXXX XXXX property insurance claim and mortgage servicing obligations. XXXX XXXX committed on Thursday to providing a written response and updated claim letter today ( Wednesday ). They failed to meet that deadline and did not respond to multiple documented attempts to obtain an update. Timeline of events : XXXX XXXX : I emailed XXXX XXXX requesting the status of the promised letter. XXXX XXXX : I called XXXX XXXX and left a voicemail requesting an immediate update. XXXXXXXX XXXX XXXX close of business ) : No response, no acknowledgment, and no written communication of any kind was provided. This is part of a sustained pattern of nonresponsiveness that is obstructing the estates ability to proceed with required repairs. -- - 2. How this affects the mortgage and servicing obligations U.S. Bank is the mortgagee and losspayee on the policy. XXXXXXXX XXXX failure to release the updated claim documentation is preventing repairs from moving forward and is now creating risk to the collateral. Under FHA 4000.1, U.S. Bank is required to : protect the collateral prevent further deterioration ensure timely restoration advance repair funds when insurance proceeds are delayed or withheld XXXX XXXX failure to communicate is now directly impacting U.S. Banks ability to comply with federal servicing requirements. Despite being notified of these delays, U.S. Bank has not taken any proactive steps to advance funds or mitigate the risk to the property. -- - XXXX. Why I am filing this complaint I am requesting CFPB review because : XXXX XXXX has repeatedly failed to communicate, respond, or provide required claim documentation. Their missed deadline today is part of a broader pattern of delay. U.S. Bank has failed to act in accordance with FHA 4000.1 despite being notified that the insurer is not performing its obligations. The estate is unable to proceed with repairs due to the insurers silence and the banks inaction. The property is at risk of further deterioration due to these delays. This situation now requires regulatory intervention. -- - 4. What I want the CFPB to do I am requesting that the CFPB : 1. Require XXXX XXXX to immediately provide the updated claim letter and all documentation they committed to deliver today. 2. Require U.S. Bank to comply with FHA 4000.1 by advancing repair funds if the insurer continues to delay. 3. Review both entities for potential servicing violations, communication failures, and unreasonable delays. XXXX. Ensure that both XXXX XXXX and U.S. Bank provide written explanations for their actions and timelines. -- - XXXX. Supporting documentation I can provide : Emails and call logs showing the XXXX XXXX and XXXXXXXX XXXX contacts The misseddeadline documentation The escalation notice sent to U.S. Bank The forwarded notice sent to XXXX XXXX Photos and contractor estimates showing the need for timely repairs

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