Consumer complaint received 2023-05-06
Company: TRUIST FINANCIAL CORPORATION
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Dear XXXX XXXX XXXX XXXX, I am writing to express my utmost frustration and utter disappointment with Truist, my mortgage servicer, for their repeated and egregious failures to correctly service my mortgage account. The numerous errors they have made with my mortgage account are completely unacceptable and have caused me significant financial and emotional distress. 
In XXXX, Truist illegally and incorrectly placed my mortgage into default while it was in a Covid forbearance plan. They then demanded that I pay a lump sum of the delinquent amount to prevent foreclosure, causing me immense stress and anxiety. Despite my efforts to resolve this issue with Truist, I had to file complaints with the XXXX XXXX XXXX XXXX and State Attorney General to get the mistakes corrected. 
Truist has once again demonstrated their complete incompetence by continuing to make errors on my account. My account is now in total disarray again, with inaccurate tax statements, escrow balances, failure to credit payments correctly, incorrect payoff amounts, incorrect interest charges, incorrect escrow advances, and more. 
Here are some examples of their mistakes and incompetence : Truist sent me a corrected 1098 for XXXX stating that I paid {$0.00} interest on my mortgage in XXXX instead of {$3900.00} that was actually paid Truist mailed me a payoff statement that is incorrect by almost {$26000.00}. 

Truist recently called me, stating that my account was past due for XXXX of XXXX and were seeking to collect on that debt, despite the payment being made over two years ago. 
Truist sent me a letter stating incorrectly that my mortgage is delinquent and threatened foreclosure Truist has been sending me emails stating that my mortgage payment is changing, effective XXXX, despite it being XXXX. 
My most recent monthly statement is a jumbled mess, showing a principal increase of {$900.00} without a clear explanation, and over XXXX XXXX adjustments, un-applied funds, and other items. 
There is an {$8000.00} escrow advance they said they made to me, which has not been properly accounted for. 
Attached documents show more examples of their mistakes. 
Their repeated mistakes have made it impossible for me to keep track of my mortgage, and I am now having to consider hiring an accountant or attorney to help me make sense of all these numbers. 
I have contacted Truist to try and resolve these issues, but their customer service has been abysmal. A lot of times, there automated system tells me no one is available during business hours. When I do manage to get through, I am constantly on hold and transferred to different representatives who give conflicting information, and they have been unhelpful in addressing the errors on my account. 
I have completely lost faith in Truist 's ability to properly service my mortgage account. I can not see how this company can be allowed to be in the mortgage business. These are serious errors they are committing that are involving reporting incorrect amounts to not only me, but the IRS. As such, I am requesting that the XXXX XXXX XXXX XXXX to look into Truist 's mortgage services. Truist is contracted by XXXX XXXX and the US government to service this mortgage, and they must be held accountable for their incompetence and repeated errors. I am also demanding that Truist take immediate action to correct the errors on my account. I am in the process of selling my home and need an accurate and correct payoff amount. I am also demanding that they correct the error they made when submitting a false and incorrect corrected 1098 to the IRS for XXXX. 
Thank you for your attention to this matter. I hope to expect a prompt and satisfactory resolution to this situation. 
Sincerely, XXXX XXXX

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