Consumer complaint received 2025-06-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: U.S. BANCORP
State: MN

Complaint narrative:
I would like to file a complaint against us bank and their mortgage assistance program. My husband passed away in XXXX from XXXX I was able to make my payments until last year so I used a forbearance for 6 months XXXX XXXX until I returned to my summer construction job. It was explained after the forbearance I could apply for mortgage assistance and move the debt to the backend of the mortgage. Unfortunately I have been trying since XXXX of XXXX to have that happen, every time I apply my application sits until the 30 days are almost over before anyone even looks at it. Then they request information but the letters don't show up until the last minute or after the date I need to return the information. I owed XXXX $ a year ago now I'm at over XXXX and my only options are moving the debt to the backend or bankruptcy. Before filing my petition for bankruptcy I decided to try one last time for assistance. They sent me a letter on XX/XX/XXXX saying they had my completed application they did not do anything with that application until XX/XX/XXXX, at that point they asked for more information I sent in the information they asked for and was continually told they wanted the same information. I had XXXX customer service reps leave detailed notes for the underwriters and it finally took one rep after almost XXXX weeks to finally ask for them to specify what they were looking for at that point they said they needed my last paycheck from my construction job for XXXX which is not was they were asking for from XX/XX/XXXX until XX/XX/XXXX despite my sending my completed taxes with my initial application on XX/XX/XXXX again they said they had the completed application. They once again did nothing with my application until XX/XX/XXXX or XXXX. I was told this is normal practice for the underwriters to wait until the very last minute to do anything. I also had it explained that much of my issues for the last year was because I wasn't calling in regularly to get information.... during this application process I never received XXXX letter requesting information. Yes I was calling every other day to every 3 days but they still should have been mailing out letters of requested information automatically. It is now XX/XX/XXXX and I still haven't received anything stating that I was denied or can file an appeal. Ultimately despite making 3 times what my yearly mortgage payment is and adding my father and sons income with letters saying they are willing to use 100 % of their income towards the house I was finally denied on XX/XX/XXXX. They have been told I lost my husband to covid and that is where my hardship started yet I'm not eligible for any form of assistance program and my loan is a hud loan. Now I am filing for chapter XXXX in order to save my house I've already lost my husband I can't lose my house. 
Thank you XXXX XXXX

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