Consumer complaint received 2022-10-11
Company: TRUIST FINANCIAL CORPORATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was encouraged by BB & T in XXXX to put my mortgage on a Covid forbearance. The forbearance ended in XX/XX/XXXX. Truist informed me at that time that they were doing a modification of my mortgage loan. They gave me a 4 month repayment plan while they were completing the modification which I made every payment as required. I received modification documents on XX/XX/XXXX in which they required me to return to them on XX/XX/XXXX. I filed complaints because they did not give me adequate time to get the documents notarized and returned to them. I was told in early XXXX that they were redoing my modification documents. As of today, I have not received any new modification documents, but I received a notice from a credit reporting service today that my mortgage is late. It is not. Truist rejected my payment in XXXX and they told me not to make payments until the modification was complete. 

To recap my experiences with Truist and my loan modification, since this process started, I followed every requirement from them. BB & T misled me into putting my loan in forbearance. I was told it would not affect my mortgage, that any payments would be added to the end of my mortgage and nothing else would be required. When the forbearance was up, I was told that I would need to go through a modification. By this time, Truist had taken over BB & T. They sent me documents stating that I needed to pay a {$3000.00} for 4 months while they completed the modification. I paid monthly exactly as they required. 

I received the modification documents from them on Friday, XX/XX/XXXX requesting that they be returned on XX/XX/XXXX. I called Truist and told them that I did not receive the documents until XX/XX/XXXX and that I would not be able to get them back to them by XX/XX/XXXX because they had to be notarized and mailed. The representative confirmed that it was acceptable to get them back to Truist by the end of the month. On XX/XX/XXXX, I received a call from a representative from Truist asking about the modification documents. At first she said they did not receive the modification documents. I located my receipt from XXXX and tracked the package. It was delivered and received at the XXXX, VA office on XX/XX/XXXX, just as I had promised and they had approved. After giving the representative the tracking information, she changed her statement and said the documents were not received in a timely manner. I told her I got them on XX/XX/XXXX, and because they needed to be notarized, it was not possible to get them back to them by XX/XX/XXXX. I also told her that I called in and made the XXXX payment on the telephone to ensure that it got there on time. The representative said since my mortgage documents were not there by XX/XX/XXXX ; my loan was in default. Truist is trying to steal my home. They did not give me ample time to get modification documents notarized and returned to them.

1 ) BB & T did not tell me that I would go through a modification when they asked me to do a forbearance. 2 ) They did not advise me of the exorbitant escrow fees and interest fees that I would incur at the end of the forbearance. 3 ) I made every payment since the forbearance ended as required. 4 ) They only gave me one business day to return notarized documents to them. 5 ) The representative lied at first and said they did not receive modification documents 6 ) Truist received my documents and my payment before the end of the month as they agreed to. Enc. a. Tracking receipt from XXXX b. Payment confirmation # for XX/XX/XXXX XXXX XXXX Modification documents. 

Truist is trying to steal my home from me because I am a XXXX XXXX XXXX XXXX woman. They lied when they encouraged me to get a forbearance ; they charged exorbitant loan sharking like fees for the forbearance. After filing an initial complaint with CFPB, I was told they would redo the modification documents. I have contacted them constantly about the documents, I still have not received any new modification documents from Truist but I received a notice that they reported it to credit bureaus that my payments were late.

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