Consumer complaint received 2020-06-25
Company: TRUIST FINANCIAL CORPORATION
State: DC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I started looking for options to refinance my existing mortgage in mid XXXX. At the time, I reached out to Suntrust Bank ( Truist ) that gave me a good quote. I asked to lock the rate. I was told I needed to apply online by the end of that weekend. I did. Next, all of the sudden, they weren't able to lock that rate and of course rate was higher now. Did not move forward. 

In XXXX, I decided to get quotes again, got a decent quote and this time and I was able to lock the rate ( of course with a little increase by the time I did ). I went through the whole process. Got my initial closing estimates, which I agreed to. When time to close on the loan arrived, I get closing disclosures, which, in the section of Services Borrower can shop for, the cost had tripled from the initial disclosures. I reached out to the mortgage officer and she went back, asked her supervisor, and came back saying that it was a mistake and that she was going to fix it " not to worry ''. A few days later, I get a call from the title company to close on the loan. At that time I did not have a final closing disclosure. The closing was set for XXXX on XX/XX/20. That morning neither myself nor the title company had the closing disclosures. Finally, at XXXX, they sent 4 different disclosures with different numbers not stating which one was the correct one. 
The title company kept trying to come to get my signature. By XXXX I managed to talk to the mortgage officer ( XXXX XXXX ) who told me that the closing disclosures where the ones I had gotten in the past. I told her that I had not agreed to that and that those services can not increase more than 10 % per mortgage rules ( I did not shop for those services. I accepted the services provided and quoted by the bank ), and instead they were increasing 300 %. The mortgage officer said that they had to change title company and that was the price. I refused to close on those conditions and told her to refund me the appraisal fee she had charged me, as I was being defrauded. She ignored me. 
The following week, after I made clear I did not want to close with the bank anymore, all of the sudden, another title company calls me to close!! I went back to the mortgage officer and asked what was that. Her response was that she can not give me the money back but she can now close with the original disclosure estimate. 
I continued to say no, I do not want to work with people or an institution that behaves like that. It was a clear situation where the officer or the bank was trying to rip me off. Only when I decided not to go ahead they lowered the costs to what they had promised. They clearly lure people with fake rates ( that then they increase ) and with fake closing costs ( that then they increase ). This is dishonest! 

I only asked for my refund of {$680.00} to forget about it and move on. The mortgage officer has ignored all my requests.

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