Mortgage -- Struggling to pay mortgage -- Complaint #5630905
Complaint Overview
Complaint ID: 5630905
Company: U.S. Bancorp
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Struggling to pay mortgage
State: Maryland
ZIP Code: 212XX
Date Received: 2022-06-03T12:00:00-05:00
Date Sent to Company: 2022-06-03T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I was on an 18 month loan forbearance due to COVID - when it ended I was sent two letters. The first stated at the bottom that I would need to start my regular mortgage payments on XX/XX/XXXX. ( On the second page of this first letter half way down it also mentioned another contractural payment due XX/XX/XXXX. ). The second letter that required a signature ( I signed and mailed back by XX/XX/XXXX as requested ) did not mention this XXXX contractural payment at all. This is what I signed and agreed to. I was also told to call and make XXXX payment not to process it on line. I called. XX/XX/XXXX and made the XXXX payment. During that call no one asked about the money which I did not realize I needed to pay on XX/XX/XXXX. I also asked to get back on auto pay, they told me I had to wait to do that. I called back the end of XXXX to make my XXXX payment and was told I had been kicked off the deferral agreement that added my 18 months to the end of my loan agreement and could not make a payment. My only options were to pay the deferred amount or go on a flex modification program that changed my 15 year conventional mortgage into a 40 year balloon mortgage. I have had many call and conversations with US Banks Loss Mitigation department and they refuse to correct the mistake. I explained that I was going through medical issues in XXXX ( I had a XXXX leak that was XXXX XXXX XXXX ) when the deferral agreement was sent out. I apologized if I did not realize I owed money in XXXX and offered to pay that and the XXXX mortgage payment. They told me I could not make XXXX payment. I have put in two complaints asking for my phone conversation records which they have denied. I have also asked to speak directly with someone from that department instead of relationship managers and their supervisors. Ive called weekly to correct this issue and jump through hoops to get a supervisor on the phone. I admit there was an error, but it was caused because of my injury and not clearly understanding. I do not understand why two letters were sent with different information and only one required to sign and return. Also, when talking about money owed it should always be discussed by what is owed first. Why are they focused on what is owed in XXXX, if I also owe money in XXXX? It just seems like a way to confuse people and take advantage of them after they already had issues due to COVID.
Frequently Asked Questions
What is Complaint #5630905 about?
Complaint #5630905 was filed against U.S. Bancorp regarding Mortgage specifically about Struggling to pay mortgage. It was received by the CFPB on 2022-06-03T12:00:00-05:00.
How did U.S. Bancorp respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against U.S. Bancorp?
Yes, visit the U.S. Bancorp company profile at readthecomplaint.com/company/u-s-bancorp to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.