Mortgage -- Trouble during payment process -- Complaint #10275770

Complaint Overview

Complaint ID: 10275770

Company: U.S. Bancorp

Product: Mortgage

Sub-Product: FHA mortgage

Issue: Trouble during payment process

Sub-Issue: Escrow, taxes, or insurance

State: Delaware

ZIP Code: 19904

Date Received: 2024-09-27T12:00:00-05:00

Date Sent to Company: 2024-09-27T12:00:00-05:00

Company Response: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

My mortgage was sold to USXXXX Bank XX/XX/XXXX and I have been paying my mortgage on time every month. When my insurance payment was due in XX/XX/XXXX, XXXX Bank paid the insurance bill twice out of my escrow. ( The amount is {$450.00} x XXXX so the total paid was {$900.00} ). I noticed this because my homeowners insurance company sent me a bill mid XXXX stating my payment was due and when I went to my portal for the bank, I noticed there was a deduction twice for the XXXX insurance. Once on XX/XX/XXXX and then again on XX/XX/XXXX. After speaking to USXXXX Bank in XXXX, they stated the first check was some type of fraud and they had to investigate it. I called several times and spoke to several people because my concern was after my taxes were paid in XXXX, my escrow was going to be short and I did not want to have them telling me my mortgage payment was going to go up. They told me everything should be fixed by then. We spoke to the XXXXXXXX XXXX XXXX and they only received XXXX of the checks ( the XXXX dated XX/XX/XXXX ). Apparently this was a group check of over {$50000.00} that encompasses other people as well ( the first one that is fraud ). I asked the bank how was I going to be made whole in this process because in XXXX what did I get? An escrow analysis stating my escrow was short {$390.00} and I needed to pay this or my mortgage would increase on XX/XX/XXXX. First, the insurance payment should not have been sent twice. Now that it has, the insurance department explained to the escrow department that they are investigating the first check, the escrow area says well until we get the funds back, her mortgage will increase. That is unfair to me and everyone is blaming someone else when at the end of the day, if a fraud check is being investigated and is affecting my escrow, that should be corrected now. They can communicate with each other to see there was something internal that messed up my escrow. On XX/XX/XXXX it was escalated to the complaint department and when I called today on XX/XX/XXXX for the status, they just started looking at it on XX/XX/XXXX and this is not fair to me as a consumer who pays my mortgage on time. No one cares because this is not affecting them. I was also told today on XX/XX/XXXX that this could take up to 8 months to figure out what happened with the check and meanwhile I am being affected by this. I have been calling about this since mid XXXX and it is over 60 days and I can't get any information except my mortgage will increase unless this underpayment is paid which is not an underpayment, but an internal error caused by the bank that is not my fault.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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