I believe that when a company makes a mistake especially at the expense of the customer, they should make it right by removing all penalties that the customer incurred. Why does it seem as if when a company makes a mistake the customer should be made to feel at fault for bringing the mistake to their attention? What sense does this make! Now in a previous blog when I talked about the family that had some problems with their mortgage, but paid their mortgage and got it caught up, it seems as if U.S. Bank has basically shoved the problem off onto their legal department. They are saying this family needs to pay reinstatement fees to get their loan back in order. Well the family was not ever in foreclosure and should not be in foreclosure if the bank was taking care of its business. I do not agree with big businesses taking advantage of the little people. Now this family’s home is in jeopardy. This is terrible customer service on the part of US Bank.
The fact they had paid their mortgage on time every time and had a family situation in April and May. However, they got all caught up on their mortgage payments and the bank made an error by losing their payment. Excuse me, does this family work at the bank? Is it their responsibility to track their payment through every department once they relinquish it to the bank? I am appalled by this customer service they have been given by US Bank.
