Consumer complaint received 2016-06-20 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Application, originator, mortgage broker — 
Company: U.S. BANK NATIONAL ASSOCIATION - SAN FRANCISCO MAIN BRANCH
State: CA

Complaint narrative:
I applied for a refinance on our home at XXXX XXXX XXXX, XXXX, XXXX, XXXX, on XXXX2016. My bank agent and I filled out the paper work to refinance and remove money from our equity. He said, he did n't think there was a chance unless there were some changes in our income.We went over the changes that had occurred over the last few years but, there was n't enough income, coming in with a five year expiration date. I needed to take out funds to help our daughter and her family with a stupid mistake they made, forgetting to worry more about their credit cards, then helping their children grow up with everything their hearts desire, including themselves.They were taught better but " life '' takes over. They are paying 25 % and better on their cards as they never thought this could happen when they were taught the right way to handle finances.We would set up a loan with them including interest but still they would be able to make the payments.Our bank agent sent in our app anyway to see if there was something they could do to help this go through ... .They decided, even though I have a recorder over 20 years of credit card action without a late fee, the processor decided to close my accounts by calling each bank and paying off the cards. My bank agent sat with me doing this and removing monies needed to get a XXXX balance. It took hours. Normally, we pay directly from our checking account and I do n't have to carry cash around since I am XXXX XXXX XXXX and feel unsafe. This in itself was a terrible hardship. After always using my cards, I was not able to. While they were trying to work with their boss the processor requested {$550.00}. from my checking account which he withdrew with my approval as I understood he was trying to help facilitate the timing if we could get the appraisal taken care of. The processor kept trying to talk to his boss but I got no return calls, no e-mails while they were trying to make the loan work ... No escrow was even opened. The appraisal was done and I got the report which valued our home above the value I set on the application. The appraiser said we should have no problem with the equity we have already in our mortgage.I wo n't go into the waiting, anxiety and stress for what we were trying to do was costing our children thousands of dollars in interest only. 
I wrote them a letter asking for the $ XXXX..Since this was taken from me there was no escrow open or pre-approval of any loan. They answered my letter by sending me a form they filled out and dated back in XXXX for me to sign and return immediately The form was " Intent to Proceed/Application fee notice. Since it was already XXXX they decided to transfer my complaint to their Customer Advocate and after going over all again with XXXX customer advocates they decided they needed to take their report to their superiors and it all came back No Return ... .I finally took the amount out of our retirement savings, which were stocks that we did list as assets, in order to stop the high interest our children were paying each month making no heading way with their debt and us making no headway with the bank.

Company response to consumer: Closed with monetary relief