Consumer complaint received 2021-10-26
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I was granted a COVID relief forbearance by Suntrust Bank 18 months ago. As instructed at the end of the 18 months, I requested a modification to the loan on XX/XX/2021 to extend the loan to 40 years with a lower monthly payment/interest rate. I was told at that time I did NOT owe a monthly payment and that I would received the paperwork within 30 days to sign and modify the loan. I havent received the paperwork and called back on XX/XX/XXXX. I was then informed that I needed to make a payment because the 18 month forbearance had concluded. I submitted payment over the phone with the representative and confirmed my option was being processed. I was told I would receive the paperwork within the 30 days. I havent received any paper work to date- XX/XX/2021. 

I received a letter in the mail stating that my account is now delinquent and offering options if youre unable to bring your account current. I called on XX/XX/XXXX, and after being placed on hold for nearly an hour, I was told that I asked for additional assistance, which isnt the case. I only asked for a loan modification in XXXX, and nothing else. Ive never received any paperwork, confirmation, contract or anything indicating that I would be able to modify my loan. I was then told that this was a mistake and entry error by preservation specialist at Suntrust. I was then told that the mistake would be corrected, and that I would receive paperwork after 30-60 more days. I repeatedly asked for confirmation, and was told that we dont send confirmation and we dont do that. They wont send an email, letter, or any firm offer of credit or confirmation of sorts. 

I asked to speak to a supervisor, and was told that I will receive a call within 24-48 hours. 

Im a XXXX XXXX and senior citizen. Through Suntrusts lack of transparency, deceptive business practices and refusal to send ANY form of confirmation or acknowledgement, Ive been overwhelmed with stress and fear that my home could be placed in foreclosure if I dont pay the entirety of the balance from the forbearance period despite repeatedly being told that I could defer the payments and roll them into a new 40-year mortgage. Is this how senior citizens should be treated after enduring a pandemic for a year and a half? Is this what the national and local government had in mind when they issued mortgage relief amidst a pandemic? Why must corporations continuously fight everyday working class people for every single penny and put their lives into a state of stress filled peril? 

According to several realty experts such as XXXX and XXXX, my property has nearly doubled in value. Could it be that Suntrust wants to deceive me by offering options they dont plan to execute in order to foreclose on my property? Is this something thats happening to senior citizens and people around the country? Is this the relief that we were promised? I certainly dont think so. 

I plead that someone helps me take control of this situation and that Suntrust and all mortgage lenders fulfill their promises and help senior citizens, and people, like myself navigate this difficult time. I just want my payment rolled into a 40-year mortgage like I was promised over the phone three separate times.

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