Consumer complaint received 2022-10-30
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I was approved for a 3 payment trial with BB & T/Truist at the end of 2021. Trial payments due in the month of XX/XX/XXXX, XX/XX/XXXX, & XX/XX/XXXX in the amount of {$1300.00}. 

Payment of {$1300.00} made on XX/XX/XXXX, XX/XX/XXXX, & XX/XX/XXXX ( see : XXXX XXXXXXXX XXXX XXXX XXXX Banking XXXX XXXX _ Print Transaction Details copy.pdf '' ) In early XX/XX/XXXX Truist sent me a final loan acceptance package detailing the amount of my loan would be {$1300.00} - the same as the trial payments, with the interest rate decreased, as well as the total loan amount going forward. 

However, I noticed an error, and immediately contacted them via phone as requested in the finalized loan contract they sent. The error was that my ex-spouse whom I am legally divorced from, was never at any point on the financing of the properties in question. They had been purchased before marriage, and when the divorce was finalized it had outlined the property was mine with all rights going to me. The original deed for XXXX XXXX was listed with her name for immigration status, but never the mortgage loan from Truist. I contacted Truist, told them the deed was updated years ago, with her relinquishing all rights and has been recorded with the County Government on record. I am the sole owner. 

They said not a problem, please send us the updated deed to reflect that. It was questionable since she was never on the financing agreement when purchasing the homes. I complied. I emailed them the updated deed the same day they requested it on XX/XX/XXXX phone call at XXXX XXXX. I emailed them the updated deed from XXXX ( see " XXXX - XXXX - Account # XXXX ''. 

Despite my numerous calls consisting of well over XXXX hours.. ( see " XXXX - Truist Calls.XXXX '' ), they continued to deny they received the deed, other times they would say its expedited for the updated final agreement showing only my name and it would be sent ASAP ( back in XXXX, XXXX, XX/XX/XXXX )... 

Every time I call, I am told not to worry no negative reflections on my credit score, and that I am protected under the plan, that they are working on updating the letter to reflect only my name WITH THE SAME TERMS - {$1300.00}. They continue saying they've escalated to their supervisor and they will send it to the back office to ensure my ex-spouse is removed. I consistently reminded them what they are doing seems fraudulent - wanting me to sign over my mortgage and assign it to my ex-wife who was never on the original document to begin with, and had a legal divorce from settled... They agreed it seems sketchy, but here we are... 

After months, many calls, many emails I received a call from XXXX XXXX XXXX whom stated she was working under her bosses to return my call to insure me that everything will be completely fine, I am protected, and the FINAL contract to modify the loan showing the correct information, only my name, and the same rate/terms as the original contract they sent will be expedited to me immediately, and not to worry... 

That was over a month ago. This week I receive a XXXX  package from Truist, XXXX which I was promised from XX/XX/XXXX to show ONLY my name for the final modification contract ( see " New Trial Plan XXXX XXXX '' ). Instead, I receive a packet asking me to agree to a ANOTHER 3 month payment trial plan in the amount of {$1800.00} for 3 months starting with XX/XX/XXXX. They increased my payments by {$450.00}, adding salt to injury pushing me into a trial plan when I did everything as outlined in the original trial payment plan and was awaiting the contract to be corrected so that I can sign the final contract showing the correct name, and amount, interest rate, and so fourth. 

The agents I spoke to consistently stated " Sorry we dropped the ball on this one, you did everything as you should've and we did not deliver as promised. We will fix this for you '' I always ensured calls are recorded, and this should be investigated for deceitful fraudulent tactics. 

This bank should be fined, investigated for FRAUD. If this is not resolved by ceasing to harass me, ignore my requests for correct information I will seek legal counsel and fight back to protect my consumer rights.. This bank is a shameful bank, involved in deceit to increase their profits. I am disappointed. 

Please listen to all calls every single time I plead with the representative from their preservation group to assist in getting the error corrected so I can make regular payments and not be in a forbearance plan, and move on from this .... Every time Im told its expedited ... Liars, all of them are liars involving in doing everything possible to ensure people pay more for their mortgages then what they had been promised when following the contract carefully. 

They also reported my loan last month as being 120 days overdue when I was protected by the forbearance plan, which I checked each time I called .... They said they kicked me out of the plan due to not returning all documents... The documents were the ones with the incorrect information they promised to fix and ship back in an expedited manner. XXXX XXXX, on one of the calls said they kicked me out accidentally, the mistake was Truists fault, and not to worry... lo and behold a month later reported and kicked out, and now sent a NEW trial plan with an increase of almost {$500.00} when I did nothing but follow their instructions as outlined to the letter.. 


Fraud all around, criminal intent, and deceit. Shameful bank taking advantage of consumers who did nothing but follow the exact directions. 

I have two loans with this deceitful bank - both which I was told would be honored, and corrected once and for all - Amounts promised in the contract which I fulfilled all duties for both : Loan # XXXX : XXXX - {$1300.00} Loan # XXXX : XXXX - {$1200.00}

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