Consumer complaint received 2019-09-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: U.S. BANCORP
State: CA

Complaint narrative:
Called Us Bank customer service ( XXXX ) at about XXXX on XX/XX/2019. Spoke with a customer service advisor regarding a Mortgage Statement dated XX/XX/2019 for account XXXX XXXX. US Bank Advocacy, XXXX XXXX XXXX, XXXX, MN XXXX. The issue is that this statement shows my mortgage payment as being past due on the 6th of the month. I have a receipt showing it was paid on XX/XX/2019, which is within the contracted grace period which is between the XXXX and XXXX, as is seen in the Federal Truth In Lending Disclosure. Customer Service person stated that this is a new process and that the Mortgage Statements print date is on the XXXX of the month. Whereas, past Mortgage Statements, were generated the same date that the mortgage payment was received with a breakdown of my mortgage payment. The customer service rep said that under contract the mortgage is due on the First. She further went on to say that the Statement was issued on XX/XX/2019. In other words the mortgage is considered past due regardless of the 15 days grace period, provided for in the loan documents and justifies a late fee. I reiterated that the mortgage documents have a grace period up to the XXXX of the month before coming past due or being charged a late payment ( Truth In Lending document ). This practice is an attempt to persuade me to accept unfair terms through deceptive, coercive, exploitative or unscrupulous actions, by not allowing me a grace period of up to the XXXX of the month to pay my mortgage without having to pay a past due fee. This is contrary to the loan documents. This Mortgage statement from US Bank was received on the XXXX of the month by me, even though dated XX/XX/2019. The Mortgage statement sent out on the XXXX  does not reflect my mortgage payment that was received by US Bank on the XXXX of the month and thus does not show the breakdown of the mortgage payment received by US Bank on the XXXX My mortgage statement shows a past due amount on the XXXX and suggests US Bank going to take late fees from the Mortgage Payment paid on the XXXX? This is what they did in the past even if I had documentation that they received the payment before the XXXX. This is what is causing me undue pressure and stress, US Bank taking my money and showing that I pay my mortgage past due, charging past due fees and not allowing me the grace period between XXXX thru the XXXX to make this payment. This is contrary to their loan documents obligation. The mortgage payment is due on the XXXX of the month, but should not be penalized if I pay the amount due within the grace period provided for in the loan documents Federal Truth in lending disclosure, which grace period ends on the XXXX  of the month. Been having similar issues with the servicing of my loan since I received the loan. At first sent my payments to XXXX XXXX, where they said to mail it, and they would not post receipt of my payment upon receipt, but rather days after. Ignoring the prompt crediting rule. The mortgage payments were sent by priority mail to track the date the payment was received by US Bank, and supports this assertion. After months of conversations with customer service it was decided to just pay my mortgage, in person, at the local branch, which I have been doing. Have not received a periodic statement showing the breakdown of my payment made on the XXXX of this month, since the past due statement went out on the 6th of the month. This ongoing and continued harassment continues without any resolution, has cause lots of stress and pressure. This is why I am reaching out for help. Never missed a payment and have always paid within the grace period provided for in the loan documents.

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