Consumer complaint received 2024-09-27 00:00:00
Product: Mortgage — Conventional home mortgage
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: NY

Complaint narrative:
The following is a high level summary of the issues I have experienced with US Bank as my mortgage servicer for my primary residence. I also submitting correspondence to document the specifics on the extreme hardship US Bank forced upon me due to their bad faith actions and refusal to provide a response to my written complaints for over a year and half. Further, the transfer of my mortgage to another service provider does not meet Federal regulatory requirements and was in direct retaliation to my complaints to the head of US Bancorp XXXX XXXX. 

Specifically, US Bank : Failure to respond to multiple written complaints regarding billing issues and compaints, customer service, missing checks and intentional omission of material disclosure and information which would greatly assist me in the payment of my mortgage oblligations, yet would not be of value to US Bank nor XXXX XXXX. 
Ongoing failure to address billing discrepancies prior to billing.Continuing to demand payment despite billing complaints. No disclosure on how to cease payment demands despite cease and desist notices. 
Violation of their fiduciary duty to place the needs of their customer above that of their own through harassment and ongoing demands to pay a bill I was contesting under threat of forclosure. 
Retaliation - attempting to transfer mortgage to another service provider after formal complaint made to Executive Management in filing with XXXX XXXX XXXX. 
Failing to provide required 30 notice to me for transfer to another service provider. 
Failure to provide PMI disclosure at time of mortgage closing. Consequently I was unaware of the process by which I can remove PMI from my mortgage payment. Please also see the HOMEOWNERS PROTECTION ACT ( PMI CANCELLATION ACT ) CHECKLIST completed and attached which documents US BANKS violations The value of my property exceeded the 20 % required to remove the PMI insurance within 6-8months of closing of the mortgage. 
In XX/XX/year> I called. US Bank customer to discuss removal of the PMI insurance and obtaining a forbearance due to hardship. 
The US Bank representative never disclosed that by agreeing to a forbearance that I would lose the opportunity to begin the process to remove the PMI. 
This material ommission resulted in PMI remaining on my account to my financial detriment. 
Further, had I been aware of the manner in which PMI could be removed at time of closing, I would not have required forbearance. 
I paid my mortgage on a bi-monthly basis until my forbearance in XX/XX/year>. 
I was current on my loan and had not missed a payment until my forbearance was granted. 
US Bank failured to account for the bi-monthly payments in an updated amortization schedule at time of forbearance and upon my multiple requests. I am disputing the amount US Bank and any subsequent mortgage service provider claims I owe as I have not been provided any accounting for the bi-monthly payments despite my numerous requests.

Failure to apply or account for multiple checks for mortgage payment made in good faith to US Bancorp XXXX XXXX. 
Failure to comply with disclosure requirements of Regulation X under 1024.33 ( b ) ( 4 ) ( vi ). 
I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  The manner in which US Bank representatives treated me during the COVID Emergency and my financial and personal issues is deplorable. They have consistently refused to cooperate and have behaved unprofessionally since the mortgage application process began.

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