Consumer complaint received 2021-08-15
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2021 I went to my local SunTrust bank to make a mortgage payment and try to get caught up on my forbearance. I made a cash payment in the amount of {$1100.00} to the bank manager XXXX XXXX who gave me a SunTrust receipt. I checked to see if the payment had posted to my mortgage account each day after and it was not received. 

On XX/XX/2021 I called SunTrust Mortgage department with a XXXX  3rd party HUD agent named XXXX XXXX who recorded the conversation. It took 1.5 hrs to get connected to a SunTrust/Truist representative named XXXX XXXX. We asked if the {$1100.00} had been posted to my account and she said no, and that she could not find it. She advised to call back in 3 days. 

I went back to the SunTrust bank where I made the payment on XX/XX/2021 and spoke with the Senior Relationship Banker XXXX XXXX. She filed a formal complaint with the mortgage department and provided me with a copy of the bank tellers receipt as evidence that the payment was received. 

Three days later on XX/XX/2021 the HUD agent I had previously called with, XXXX XXXX, called SunTrust/Truist with me again on a 3 way recorded conversation to find out what had happened to the money. After 45 minutes of transfers and disconnects, we finally were connected with a representative named XXXX. Ms. XXXX the HUD agent spoke on my behalf and questioned her about the missing {$1100.00}, at that point XXXX hung up on us. 

Ms. XXXX the HUD agent said that she would try again on XX/XX/2021. She also advised me to file a complaint with the CFPB and the States attorney for criminal action against SunTrust/Truist Mortgage. 

This is not the first time SunTrust has given me the run around about my mortgage. Since the pandemic started and I applied for a forbearance they have made the entire process almost impossible to understand. I am afraid I will loose my home and have spent countless hours making phone calls to ensure I am doing the right thing every step of the way. Most recently on XX/XX/2021 I called SunTrust and spoke with an agent named XXXX one on one. She assured me that my forbearance had been extended through XX/XX/2021 and that I had plenty of time to file a Mortgage Assistance Application. Then on XX/XX/2021 I received a call from a SunTrust agent named XXXX who claimed the forbearance is " pending '' extension. 

I feel that SunTrust/Truist Mortgage is being very deceptive and are purposely evading important conversations in order to foreclose on my home. I am doing my best to do what is ethical in this situation however, I feel that they are taking advantage of my because of my age of 75 years and my lack of computer experience. They are purposely avoiding phone calls even with a Federal Agent assisting me, and not being clear on what needs to be completed in order to avoid foreclosure on my home.

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