Consumer complaint received 2020-08-03
Company: TRUIST FINANCIAL CORPORATION
State: UT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have had several conversations with Suntrust aka Truist about my mortgage pmt. They have a case # >Case # XXXX. I originally asked about the forbearance/deferment skip pmt programs ( because of Covid19 ) which they sent me letters about. I called approximately XX/XX/XXXX to discuss these matters and spoke to lady. ; I wanted to know if I could have one or 2 pmts deferred and put end of loan and then resume pmts after on auto pay ; They said no, it dose n't work like that?? i asked why? I spoke to someone about it approximately XX/XX/XXXX and got told i was obligated to use 90 day extension and at the end I was obligated to pay 3 months of pmts to be out of default. I said you are setting people up for failure, why make people pay right off the bat 3 pmts? i said apply extension and I pay part pmt during extension and she said they would send my part pmt back. I asked for supervisor. he gave me same run around, said I needed to speak to loss mitigation. I said I'm not delinquent nor past due. why am i considered as loss? At the time I called my loan was not past due. Nor am I past due now. I'm current. I finally spoke to a lady by the name XXXX XXXX. and she as well gave me the run around, I asked to speak to person who handles the requests. and phone # she couldnt. they expected me to submit my request online and wait for someone to call me. I asked why can't I speak to someone now. I wanted to keep my account in good standing. I sent a letter. over night signed receipt XX/XX/XXXX. the letter states specifically what I needed on per the covid19 stipulations for a deferment. Below is the letter I sent and they recieved it on XX/XX/XXXX. I have called before that and after said letter asking that XXXX XXXX return my call about the letter and have no response. 
usps tracking number XXXX XXXX XXXX XXXX XXXX XXXX i called the CFPB to file a complaint on XX/XX/XXXX, It seems no help there, not sure why? sun trust are purposely stalling people so they get behind and so they can foreclose their homes. They dont have any customer service skills. why? Why cant I speak to the person who will handle a deferment vs waiting for them to call me, which is after i'm late ... I'm current and not in loss mitigation nor in default so any sort of servicing should be handled differently. I want a return call XXXX XXXX XXXX XXXX. 
below is the letter i sent. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Va. XXXX Ph XXXX XXXX We spoke on XX/XX/XXXX, among other things, we spoke of many concerns/issues amidst the pandemic issue and forbearance, payments to be applied etc. I need to speak to you or someone who makes decisions about keeping my mortgage in good standing. As currently my payments are current and not past due. As Im next due for XXXX. This means that Im not in default nor fall under any default remedies nor classified as loss mitigation, which I feel is terrible to be classified as such. 

Im asking to know if you can put me in contact of the person who makes and handles this request to move 2 monthly payments to the end of the loan and keep my interest rate same on my loan. Have my auto pay on hold for the two months and then have it return on to process after 2 months. Hence skip XXXX and XXXX and then resume payments in XXXX as if nothing has changed. This should keep my payment history as paid and my credit reporting as paid current is that not correct? 

I have made 2 phone calls one last week and one this week asking for a return call on this matter. I hope to have the correct person call me back to discuss how this will work before anything is done. Please advise. 

XXXX # XXXX XXXX XXXX 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