Consumer complaint received 2023-07-03
Company: TRUIST FINANCIAL CORPORATION
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
Good Afternoon I already submitted a lengthy document to Federal Reserve XXXX XXXX XXXX on XX/XX/XXXX. 
I inherited a home from my deceased mother in XXXX XXXX. Covid happened during this time and I was unable to communicate with Sun Trust now Truist Bank concerning the mortgage because I was unable to probate the will in a timely manner due to the back log and closures of municipal facilities. I had an appointment to probate the will in late XX/XX/XXXX. I did not receive it in the mail until XX/XX/XXXX. Sun Trust would not speak to me because I was not on the mortgage. When I finally got the death certificate from the funeral parlor and the surrogate I immediately sent it to Sun Trust. It wasn't until XX/XX/XXXX when I started receiving mail and a bill which was more than I expected. I spoke to them and because I was now my mom 's executor, I was able to get a deferment to catch up on payments. I paid successfully for approximately XXXX  months. At this time Truist was acquiring SunTrust and they sent my mortgage payment back. I thought it was an oversight. I called and was told not to pay because the system had not been turned over yet. In XXXX I sent a payment and it was again sent back to me. Every time I called I get different and conflicting information. No agent is consistent. I have been given addresses to send a check and it gets returned. I finally got a modification and they did not have me as the executor when the banks merged. I had to resend everything. I successfully completed the first modification for XXXX months. I was waiting on paperwork for my final monthly payment amount and instead I got a letter stating that I was not successful in my modification. No one could tell me why but they said i should reapply which I did. They again did not have me on the account so I resent the paperwork with ID and tax information, surrogate etc. I was now in forbearance again. It was now almost fall of XXXX. I had been paying successfully when again my payment was returned. I call and I'm put on hold sometimes for XXXX hours. I finally spoke to someone and was told to send payments to a different address. Again my payment was returned. I asked for another modification and was granted XXXX to begin in XX/XX/XXXX. I made all payments successfully and received a letter of congratulations and that I would receive my final packet. The very next week I received a letter stating that I was in default. I spoke to someone in XXXX XXXX that said my executorship had expired and I needed to be put on the account as the owner? In the meantime my file was sent to foreclosure. This was XX/XX/XXXX. I sent a lot of paperwork to verify my account. It took from XXXX to XXXX for them to finally verify me and allow someone to speak to me. I was unable to get any answers from XXXX to XXXX because they had to verify me. The day someone finally talked to me was XXXX day too late they sent my account to foreclosure. I am enclosing the latest correspondence with the congratulations l letter and the foreclosure dates letter. There are XXXX accounts on this house that no one told me about until almost 1 year later. I recently paid {$12000.00} on that account because they told me that's what I owed only to be sent a letter XXXX week later saying I owed {$9000.00}. This has been extremely frustrating and has caused much XXXX My XXXX XXXX whom I take care of lives in my mothers home that I pay for. My intention is to keep this home as a legacy for my children. I believe Truist is trying to take my home. They have been uncooperative and misleading. They give me false information all the time. Its always something different. No one knows what they're talking about. I would appreciate any correspondence that can help my situation. I'm willing to pay the mortgage monthly and rectify this situation. 

Thank you.

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 non-monetary relief