Consumer complaint received 2021-10-21
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I went under a forbearance in XXXX  for having a hard time making ends meet in the wake of covid. My mortgage told me this would be the best way to go to help get me back on track and that the amount skipped would be added to the end of my loan the term was three months. At the end of that three months I was still struggling so I requested three more month extension with no issues. At the end of that I was ready to restart my payments I have called in to tell them so. since then which has been a year and a half now my payments are still not restarted I call in all the time with each time being told something different i have to do its never the same thing. I have received modification papers called and ask about them they told me o was under partial claim they was the wrong papers to get rid of the modification papers so I did and I waited a mo XXXX called back to see what was going on was then told I was to wait on modification papers the same papers o that was wrong so I did and then the forbearance had to be extended again. I received modification papers got them noterized right away and sent back still couldnt make a payment called back in was told the papers were under review call back on a couple weeks a couple weeks still cant make a payment call back not in forbearance anymore not under modification the modification papers did not cover the entire time so they were wrong and I had to request an extension of a forbearance again and start the process over so I did and now here o am still cant make payments still not getting any answer that makes sense I het told its under review and the modification is being set up so I have reached out to XXXX XXXX XXXX  thay is now helping me they were able to get a hold of them yesterday and told my partial claim was being set up which just a week before I was told that wasnt an option for me at this point it was just a modification but either one is fine with me I just want to het my house payments started back up and get it back in the right direction so as of now Im waiting 6 days for partial claim papers and in seven days I will see what happens Ive been through this wait on and off for the last six months with no success yet just hoping its taken care of this timer not to mention when I call in the XXXX he recordings about my loan says my Appeal has been reviewed and approved whatever that is and no representative has an explanation for that.in a short version a three month break to make my life easier had turned on to a year and a half of stress, worry and a lot of confusion it has also strained my relationship with my mother whom os a co-signer for me who she said it effected her credit and doesn't agree with me taking the three month break and now look at where it has me on my home my roof over my head. So in fact with how it has gone for me the forbearance has caused more stress and hardship then help.

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