Consumer complaint received 2023-07-13
Company: TRUIST FINANCIAL CORPORATION
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
On XX/XX/XXXX, I received an invitation to apply for a loan modification and an application as a result of filing Bankruptcy in XX/XX/XXXX from Truist, my mortgage servicer. 

On XX/XX/XXXX, I submitted the complete application packet. The invitation letter said I would hear from someone within 5 days of submitting the packet. 

On XX/XX/XXXX, I called Truist because I had not heard from them within the 5 days. I was told to resubmit the application by the Loss Mitigation Department and resubmitted on XX/XX/XXXX. 

On XX/XX/XXXX, I was told to resend a third time and did so. 

On XX/XX/XXXX, I sent additional documents they requested including bank statements, my husband 's Profit and Loss Statement from XX/XX/XXXX through XX/XX/XXXX, and my paystubs from XXXX from XX/XX/XXXX through XX/XX/XXXX. 

On XX/XX/XXXX, I resent my husband 's Profit and Loss Statement per their request to submit a statement from XX/XX/XXXX through XX/XX/XXXX. I also re-submitted Page 4 of the Loan Modification Application per their request and included his income on the page. 

On XX/XX/XXXX, I received a voice mail from Truist asking me to return their call. When I returned their call, the Loss Mitigation Department said I need to speak with the Bankruptcy Department and attempted to connect me but the Department was closed. 

On XX/XX/XXXX, I called the Bankruptcy Department and received a message that they were closed. 

On XX/XX/XXXX, I called the Bankruptcy Department and they could not figure out why I received a call and confirmed that they received the Reaffirmation Agreement I sent on XX/XX/XXXX. I was told I had a Reaffirmation Hearing set for XX/XX/XXXX ; however, the representative retracted this statement and told me that was a hearing for my car loan, which I was already aware of. He told me to speak with the Loss Mitigation Department and attempted to transfer me but then hung up on me.

I called back and spoke with the Loss Mitigation Department. I was told that I need to resubmit my husband 's Profit and Loss Statement because they can not accept a partial statement. I informed the representative that I was told to, and subsequently sent, the YTD Statement from XX/XX/XXXX to XX/XX/XXXX ( I had also sent a full year to be on the safe side as mentioned above ). She said she would have to contact the Preservation Specialist to see what it is that they need and would get back to me. I told her I am tired of getting the run around and was going to file a complaint. 

I believe Truist has sent me a loan modification invitation in bad faith and that they do not intend to discuss any workout options with me. They do not contact me when they say they will and have to follow up with them frequently to get the status of my application. When I do that, they continually ask me to re-send documentation that they already have and they have informed me that there is no way I can speak with the actual Preservation Specialist handling my application.

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