Consumer complaint received 2021-10-01
Company: TRUIST FINANCIAL CORPORATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been a mortgage client of SunTrust Bank ( Truist ) for over a year now. In XX/XX/XXXX, I lost my job due to COVID-19. I had money saved so I continued making normal payments. After my savings were close to depleted, I applied for Forbearance in XX/XX/XXXX. The forbearance was scheduled to end in XX/XX/XXXX and my first payment was due XX/XX/XXXX. On XX/XX/XXXX, I electronically signed a deferral agreement that would move four payments ( XXXX, XXXX, XXXX, and XXXX ) to the end of my loan. In XXXX, I made a payment of {$2600.00}. I made a half payment in XXXX of {$1500.00}, I missed my payment in XXXX due to insufficient funds, and continued making normal payments in XXXX for {$2500.00}, XXXX for {$2600.00} and a double payment in XXXX for {$5100.00} to make up for the missed payment in XXXX. Every month, I kept receiving my statements, saying that I was past due. Every month, I would call in and try to get an explanation as to why I was past due and every representative I spoke to would say that they were still transitioning from the forbearance and for me to continue making my regular payments. The statement I received dated XX/XX/XXXX said I was past due {$7700.00} saying I needed to pay the balance in full. On XX/XX/XXXX, I called to pay {$5200.00} and they accepted my payment. Then on XX/XX/XXXX I called to pay the rest of the balance to pay the {$7700.00} in full. Somehow, the {$5200.00} was returned to me because it did not cover the full amount of {$7700.00} and the other payment I made never got processed, even though I received a confirmation number from the representative. That same day I spoke to a lady named XXXX XXXX, who looked at my payment history and noticed a discrepancy. She submitted my account to a supervisor for review and stated that I would get a call back within 72 hours to let me know what the issue was. After not hearing back form them, I called back on XX/XX/XXXX and spoke to a gentleman named XXXX from the client services department, ( Employee ID # XXXX  ) who went over all my payments again, and came to a conclusion that some of my payments had been misapplied. He sent an email to the appropriate department, the home preservation department, detailing what had happened and what needed to be done to fix the issue. He stated that I should only owe a payment of {$2500.00} for the month of XXXX, and {$970.00} that was short for the month of XXXX. He advised me to call back on XX/XX/XXXX, to see if my account was fixed and to make the payment we agreed on of {$3600.00}. I called XX/XX/XXXX and the person I spoke with from the home preservation department said I now had a balance of {$10000.00}. Then she said she noticed my account was still under review and to call back the following week. I called the home preservation department again today, XX/XX/XXXX, and the person I spoke with said they had no control of my account because I was no longer in loss mitigation. She told me I needed to speak to client services again so that they could fix it. 

Every time I call this company, they always point fingers to other departments saying they can't do anything to fix my issue because a different department is supposed to take care of it. I call client services and they tell me to call home preservation. I call home preservation and they tell me I need to speak with client services because I am no longer in loss mitigation. Whenever I ask to speak to a manager they tell me they can't transfer calls because they are all working from home. Then they tell me someone will call me back within 48 hours and nobody ever calls. It is a never ending cycle and no one seems to want to help me. I have been trying to get my mortgage current for 3 months already all the while getting the run-around by every customer service agent saying it is not their department 's issue. All this time my credit is getting hit with 90 day past due statuses when in fact I could have already brought my account current since XXXX.

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 non-monetary relief