Maybe it is just me but I think we could offer US Bank some suggestions on making this situation right which would show they are about customer service and not about the dollars. In essence, they are wrong because this was their mistake they lost the customers payments, not the customers. First and foremost, if I were in the bank’s position, I would bring the couple to the bank and give them a public apology acknowledging the mistake. Secondly, I would give them a letter in writing placing them back in good standing on their house loan removing all charges related to the inadequate filing of foreclosure proceedings and reinstatement. Third, I would state in writing that all legal costs incurred would be paid by the bank due to the banks error. Fourthly, any blemishes that have been added to their credit reports would be removed. Next, the couple would receive a copy of all this documentation and never have to worry about their loan with US Bank again. Lastly, give the couple a personal contact at the bank to ensure their payment is handled promptly and accurately throughout the life of their loan. What would you recommend?
