U.S. Bancorp Complaint: Account opening, closing, or management

#1776620 7 Feb 2016

Bank account or service Other bank product/service

Complaint #1776620 submitted on 02/07/2016 relating to U.S. Bancorp. Complaint relates to Bank account or service Other bank product/service - Account opening, closing, or management .

Complaint was submitted via Web and sent to the company on Sunday 7th February 2016.

Narrative (may be redacted).

I want to get my last name changed back to my maiden name with US Bank Home Mortgage. I currently have a mortgage through this bank. I was legally divorced on XXXX/XXXX/XXXX. I called US Bank in XXXX XXXX and notified them of my request. They mailed me a name change packet and requested documentation. I filled everything out and mailed it back. Since I did n't hear back from them, I assumed the name change had taken place. In XXXX XXXX, I received a copy of my annual escrow account disclosure statement and noticed my last name was still my married name. I called them to inform them that the name change had not taken place. They stated they did not have a copy of my final divorce decree. I asked them to look into the documentation that I submitted because everything was in the same packet so if they received all of the other documents, they should have the divorce decree. I did not receive any further follow up phone calls or emails to notify me of the results of the search. I called again on XXXX/XXXX/XXXX and they stated they still did not have the copy of the divorce decree so I faxed over the copy to the fax number that they provided me. I continued to call to verify they had received the document. I was told that it takes time for the bank to receive the information and then update my account. I called on XXXX/XXXX/XXXX and was told they still had not received the divorce decree. They gave me another fax number which I faxed the document to. I called on XXXX/XXXX/XXXX and they confirmed that the document was received but it takes 7-10 business days to update my account. I called again on XXXX/XXXX/XXXX, which was 10 business days and was told the account was still not updated. This time, the person I spoke with called another person to check on the status. She informed me that there was no documentation as to why the name change had not taken place and that this person would call or email me. I never heard anything back from anyone as of yet. I am writing this to ask for assistance in getting US Bank to change my last name to my maiden name. I have made at least 20 phone calls since XXXX XXXX and I still have not been able to resolve this. There has been no communication from the bank to me, NO COMMUNICATION, I have current email and phone numbers with them. I need to file my taxes and can not do so because they have the wrong last name. They also sent me a refund check on my account, which I can not cash, as the check has my married name listed. Please help.

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