Consumer complaint received 2023-09-20
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
This is a follow up/additional complaint to one previously filed on XX/XX/XXXX ( Complaint Number : XXXX ) The initial complaint was filed against Truist as our Mortgage Loan was grossly and admittedly mismanaged by Truist. Because of this, our forbearance was cancelled when it should have been active, our account was placed into foreclosure incorrectly and it was sent to Collections. This then resulted in legal action filed against us into our local Clerk of Circuit Court ( XXXX XXXX XXXX ), available for public access. In addition we suffer ongoing and daily harassment by various Attorneys and Realtors who not only send us daily phone calls, texts and letters, but have also come to our home to solicit. 
After filing the initial complaint, I was contacted immediately by XXXX with XXXX XXXX at Truist and informed our case ( Case XXXX ) would be reviewed by the case manager. I asked the name of our case manager, and after much reluctance was given her first name and had to inquire further about her last name. I then requested to speak with our case manager ( XXXX Car ) however I was very rudely told that she doesnt speak to clients and that I would need to wait one week for the review to be completed. I relayed that my family and I were being harassed due to this situation and that we didnt have one week to wait, however I was yet again told I would need to wait until the case was reviewed. I was hung up on without so much as a closing remark. 
In the meantime I had contacted the legal firm handling our case several times XXXX XXXX XXXX XXXX XXXX XXXX XXXX however I did not receive any response. I was eventually given the Attorneys email address and sent an email requesting a reversal for the XXXX XXXX to be filed immediately. I finally heard back and was told this had already been done, however according bc to court records there was nothing was filed in the courts since XX/XX/XXXX. 
On XX/XX/XXXX, I received a phone call from XXXX with Truist XXXX XXXX to let me know they reviewed our case. She told me that so far they had found that our account was removed from Loss Mitigation on XX/XX/XXXX, and put into foreclosure on XX/XX/XXXX, but she was unable to tell me why this happened. She also informed me the foreclosure was taken off and the {$4700.00} mistakenly charged to our account was removed off the loan. All of which was information I had already obtained by my own investigations with Truist. I informed her that I had been in contact with the Attorney at XXXX XXXX XXXX as we were still receiving phone calls, texts, letters and personal visits to our home from solicitors. She said she would make a note for the case worker to contact the Attorney and file the reversal of the XXXX XXXX. 
On XX/XX/XXXX, I opened mail from Truist sent by XXXX XXXX, Client Resolution XXXX, Client Advocacy, dated XX/XX/XXXX, to summarize your concerns. She summarized that in XX/XX/XXXX, we were offered disaster forbearance, we requested several extensions which were approved, the extension from XX/XX/XXXX was not processed and our loan was referred for foreclosure with {$4700.00} added in fees. From their review, their records showed that our loan was approved for forbearance from XX/XX/XXXX to XX/XX/XXXX. In XX/XX/XXXX, we requested an extension and your loan was coded to have the extension completed. However, the extension was not processed and your loan was removed from loss mitigation on XX/XX/XXXX. Collection calls started and on XX/XX/XXXX, the loan was referred for foreclosure. While the loan was in foreclosure status, attorney fees and costs were added to your loan in the amount of {$4700.00}. On XX/XX/XXXX, your loan was deactivated in loss mitigation and the forbearance was processed for the months of XX/XX/XXXX through XX/XX/XXXX. The XXXX page of letter goes on to say Ms XXXX, we apologize for any confusion or inconvenience this issue XXXX have caused you. We have mailed a {$50.00} gift card to you under separate cover. 
As of this date, we continue to receive harassing phone calls, texts and mail in addition to having solicitors coming onto our property where we live with our XXXX little girls due to the mismanagement of our account by Truist. Not only is this happening to my husband and I, it is happening to several of our family members who are also being contacted regarding our foreclosure. 
Almost a year after being offered a forbearance by Truist we are still awaiting a final estimate from our insurance company. We have followed the rules as home owners to maintain the forbearance and obtain extensions as our home remains unlivable. Despite this, our account was mistakenly sent to collections and put into foreclosure through no fault of our own. Our first complaint resulted in no new information from XXXX XXXX and we have been offered {$50.00} for our inconvenience. Yet, we continue to suffer from constant harassment as a result of Truists mistake, as do many of our family members. 
After having our case reviewed and supposedly corrected, I received an email from Truist that our Mortgage Loan account was charged {$120.00} in late fees on XX/XX/XXXX. It also appears a late fee of {$120.00} was also charged on XX/XX/XXXX and not corrected, however the fee charged on XX/XX/XXXX was waived. 
This is unacceptable. We are requesting for a second time that this matter is resolved and that we receive proper restitution that matches the ongoing harassment weve received over the last XXXX months, in addition to the ongoing errors that Truist continues to make. Otherwise we are prepared to pursue legal action and have already obtained counsel by an Attorney.

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