Consumer complaint received 2020-03-26
Company: TRUIST FINANCIAL CORPORATION
State: VA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We are already current customers of this Suntrust/Truist, and our 1st mortgage is already with this same bank on our current home. I inherited a new property free and clear ( from my grandpa ) and it is currently is rented ( no mortgage ). I was taking applying for a mortgage on this property XXXX and placing this money toward my current primary home. ( I have a second mortgage with XXXX, XXXX. We are paying this off, placing the additional XXXX on or current 1st mortgage and then refi to lower percentage on the lower equity ). My current home was appraised at I think XXXX in XX/XX/XXXX, when I first obtained the mortgage with Suntrust. Suntrust was even using this same appraisal ( from XX/XX/XXXX ) for this process. So there were many moving pieces to this puzzle. In the end were also planning to have an equity line on the rest of equity in our home. ... End result Suntrust to have close to XXXX XXXX in mortgages. 

Again current customer, not been late on my mortgage which we already have with Suntrust. This process of the loan app, started XX/XX/XXXX, by XX/XX/XXXX, I still did not have a closing date on anything-2 months. I will attach documentation to show. I even had many conference calls pertaining to the long delays and the endless paper work they were requesting. 

A couple points I want to make : We are a small business ( open 25 years ) Due to this fact I am well aware there will be additional paperwork ( tax returns and more bank statements ) We have been embezzled back in XXXX over XXXX ( during the course of a couple years ). She was stealing our payroll taxes, unknown to us and this caused us to have make an arrangement with the IRS ( XXXX ) per month. FBI investigation, she went to XXXX for XXXX XXXX  was XXXX with XXXX count of XXXX XXXX XXXX. We receive {$42.00} per month as restitution. I advised the bank of this the first time we obtained the mortgage and again during this process. I forwarded all IRS and FBI paper work before it was requested. I am not telling you this for sympathy, however I was scrutinized due to this situation, which again was in XXXX! Also NONE OF THIS PREVENTED ME FROM OBTAINING THE MORTGAGE TO BEGIN WITH! SO WHY NOW? 

It did not mater what documentation I submitted to Suntrust and how much patience I gave. I had conference calls with processors, their managers, their " Exception '' managers? Suntrust at the end was requesting proof my $ XXXX/business payment arrangement ( again started in XXXX or XXXX ) was current. When you have an auto debit set up with the IRS they only give you a yearly statement ( not monthly ) and there are no business transcripts you can pull only personal ones with IRS. I signed 2 different 4506-T to give access to all our personal transcripts as well as pulled them myself and sent them. I forwarded my IRS yearly statement I receive every XXXX, along with proof of these {$500.00} payments clearing after XX/XX/XXXX ( bank statement/report ) since it was over six months ago I had received this YEARLY STMNT from the IRS-SHOWING ALL CURRENT. I OWED NO OUTSTANDING MONEY TO IRS, NO LIENS. 

I finally called off Suntrust XX/XX/XXXX. I advised them i would not want to give them my business after countless phone calls and emails. I will be moving my account and loans. I was clearly discriminated against, because there is not one reason I should have been ridiculed by my own bank, with properties I already own.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation