Consumer complaint received 2024-02-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: U.S. BANCORP
State: MT

Complaint narrative:
On XX/XX/XXXX at XXXX XXXX MST we ( my husband and myself ) went to US Bank branch number XXXX on XXXX XXXX XXXX XXXX XXXX XXXX MT XXXX We asked XXXX XXXX for a FULL pay off amount for our mortgage. We were provided an amount of {$1700.00} I read back the amount and confirmed it was to payoff in full and then wrote out my check for this and wrote Mtg Pd in Full in the comments and confirmed a third time that this was the full amount to close the account. XXXX stated yes. I then gave her the check and she provided me with an Official Receipt. I asked her if this is all the proof, I would receive for paying of the mortgage in full. She then assured me this would pay off and close the account and gave me her business card in case of any questions. And I would receive a package in the mail one the payoff has been processed fully. 
The Following Day XX/XX/XXXX I received a call from XXXX that she pulled the amount incorrectly and she would call me back with an amount at a later time. 
XXXX XXXX XX/XX/XXXX I received and automated email that they made an Escrow payment from the home mortgage account that should have been closed. 
Friday XX/XX/XXXX, I spoke with the branch manager XXXX that she was willing to waive {$0.00} As her employee XXXX did not pull the payoff correctly and that there were additional fees due. However, since she was not an insurance agent, she could not discuss the amount due to US Bank with me. She told me to call XXXX Called XXXX spoke with XXXX in Escrow who transferred me to XXXX in Escalations who transferred me to XXXX a senior escalations representative. 
I explained to XXXX that I was not going to pay the additional fees due to their employee not quoting me the correct information. Let her know this would be like going to the store to purchase an item and them calling you back and telling them you owed them more money. That this is not how business or banks are run. That customers should not be treated this way. She stated that this would require more research and she would call back on Tuesday XX/XX/XXXX. She agreed that it was not correct what the branch did to me. I explained that payoff off your home should be a happy experience this has been nothing but stress for me for the last week. 
On XX/XX/XXXX XXXX XXXX MST received a call from XXXX. She said she was having a difficult time trying to reach the branch manager and she would call me back on Friday XX/XX/XXXX with a Resolution. 
On Friday XX/XX/XXXX XXXX XXXX MST received a call from XXXX who told me the resolution was not what we were looking for. The branch admitted Fault however would not pay for the additional amount that was need to payoff and close the account. I told her this was not correct and asked to talk to a manager. She was able to transfer me to XXXX. After some discussion she was going to call the branch manager XXXX and talk to her again and call me back after words. 
I then reached out to another local branch XXXX at XXXX XXXX MST spoke with XXXX and asked who was the district manager to XXXX at the XXXX XXXX office. He gave me a name of XXXX XXXX. I asked if he can reach out to her on my behalf. Explained that I was quoted a payoff and close amount and gave this amount to the branch and now they are coming back and asking for more. He took all my information and was going to email XXXX XXXX. He advised to give her until Tuesday afternoon or Wednesday morning to get a call back. 
Received a call from XXXX on XX/XX/XXXX at XXXXXXXX XXXX MST She stated that she spoke with XXXX and her District Manager XXXX XXXX and that all they would be willing to offer is {$100.00} for them miss-quoting my payoff amount. I again Stress that this is not my error and why am I being punished for the Bankers error for not providing me the full payoff amount as asked. XXXX Stated at this point the only thing I can do is do a Formal Complaint. She completed the formal complaint and provided me a number of XXXX where It would take 5 days for them to respond via USPS or snail mail. I then told her thru this whole ordeal that not one person has provided me with a pay off amount. She stated this amount is {$5000.00} and good thru XX/XX/XXXX. Restress that this is not fair and that I feel Screwed for their employee making a mistake. 
This is no different that walking in to Auto Dealer and purchasing a Auto and getting home and getting a phone call the next day stating Sorry we miss-spoke and now you owe us more money. This is just Ethically wrong.

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 non-monetary relief