Consumer complaint received 2020-12-29
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Opted into the Cares Act Forbearance because we have been affected by the coronavirus pandemic. Received approval and no payments are due until XX/XX/XXXX. However, I recently received a demand letter from SunTrust stating that I needed to arrange payments immediately to avoid foreclosure. I called the bank and spoke with a member of the Home Preservation Team, who told me that it was a " system glitch '' and I should " just disregard it. '' She also stated it would not happen again.

However, three weeks ago, someone drove up in my yard and was snooping around my home and taking pictures while my blinds were open. They did not ring my doorbell. So I went to my front door after they left and found an envelope on my door asking me to call my " mortgage servicer. '' I ignored the letter because there was no need for SunTrust to send someone to my home, and I thought it was a scam. 

The following week I was in my foyer and my blinds were open, and someone was snooping around peeping into my home and taking pictures again. I was not dressed appropriately to go outside so, by the time I got dressed and went to investigate, the person had already left. My neighbor came over to ask us what was going on if we were selling the home because people are coming every other week to take pictures and leaving notices on the door. It was so embarrassing! 

Today, XX/XX/XXXX, a male approached my home taking pictures and snooping around. But he left before I could call the police. I was very concerned because these people have been coming here and leaving the same envelope with the same message and phone number ( " Please call your mortgage servicer at XXXX '' ) and taking pictures. Again, the same envelope was placed on my front door. I was very upset so I decided to call the number to let them know that they were harassing my family and they should cease and desist. To my dismay, I was actually connected to SunTrust. I could not believe it. I was waiting for hours without being connected so I decided to request a callback. At approximately XXXX I received a call back from a rude representative who was more interested in asserting that SunTrust can send investigators to my home to find out if I am living here. I asked him what was the reason and he would not tell me. I told him that there is no need for someone to be snooping around and invading my privacy, and there was no communication from SunTrust regarding these visits, but he was very argumentative and unprofessional. He further stated that if I don't call SunTrust frequently to verify that I am still living in my home, then SunTrust will continue to send investigators here. 

At this point, inappropriate photos of my XXXX child and myself may have been taken and in the possession of strangers. I am very concerned about this huge violation of our privacy by SunTrust. 

P.S the letters have no other information than the phone number and " call your mortgage servicer. ''

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 monetary relief