Consumer complaint received 2023-09-14 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: U.S. BANCORP
State: CA

Complaint narrative:
US Bank has unlawfully blocked and obstructed me from making mortgage payments on my home that I bought with my husband in XXXX and has put me into foreclosure. I am the rightful owner of the property, I the grant deed has been recorded in my name and the home has gone through probate and the judge has ruled that I am the heir and owner of the property. ( paperwork included ) US Bank is required to accept payments and discuss this mortgage obligation with me as the rightful heir of the deceased borrower. 

This has been my home since XXXX and there is a great deal of equity in the property and instead of following guidelines and the law US Bank is intentionally denying access to communication and options to resolve this delinquency. I have the ability to pay my mortgage payment, I just need help with the delinquent payments through a repayment plan or deferment or some type of workout. US Bank has never considered my ability to pay or reviewed any of my financial information and the failure to do so prior to filing of the Notice of Default is in violation of the XXXX  Homeowner Bill of Rights. 

My husband took out this line of credit in XXXX for {$100000.00} through US Bank. There were no problems making the payments. My husband passed away in XXXX and after I received the death certificate I went into a US Bank office and provided the information and attempted to make the mortgage payment. Their agent refused to accept the payment which seemed hard to believe. I then started paying by personal check through the mail with my name on the check and US Bank ACCEPTED these payments. A few months after my husband passed I was overwhelmed with bills and extra expenses from funeral etc. and I missed a couple of payments on this HELOC. I was able to make a lump sum payment and get caught up and there were no issues with US Bank accepting monthly mortgage payments from my personal checks. 

I have worked as a XXXX XXXX for a XXXXXXXX XXXX  company for over 20 years and make a good living. In XX/XX/XXXX I started having a hard time because at work it was slow so they cut my hours due to a slowdown of work coming in. This led to financial issues due to lack of income and the mortgage payment going to {$500.00} a month instead of {$300.00}. I missed a few payments, and like I did in the past I tried to pay an extra amount to get caught up. I sent a direct debit payment for {$1600.00} from my bank account directly to US Bank on XX/XX/XXXX. Instead of applying the payment to the mortgage account, US Bank sent the funds back to my bank with no explanation why. When I tried to call in and talk with their agents they told me that they can't talk to me because I am not on the loan. However, US Bank has willingly accepted payments made from my bank account for over XXXX years.

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