Consumer complaint received 2022-11-01
Company: TRUIST FINANCIAL CORPORATION
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/2022 I called Truist and asked XXXX XXXX how the flex modification worked and she explained to me that I go into forebearance for a few months, then you have a few month trial period to make sure you can afford loan payments, then Truist will remodify your loan for XXXX  years and drop my rate from XXXX to XXXX. I asked questions like what happens to the payments Im behind. XXXX said through XXXX XXXX and XXXX XXXX that they would put the past due payments on the end of the loan. I also asked about pre-payment penalties and XXXX said no pre-payment penalties. I went ahead with the Flex Modification. I asked XXXX about paperwork explaining what she told me. XXXX stated that there wasnt any and not to worry because I was protected under XXXX XXXX and XXXX XXXX 
After a few months, XXXX, I called back Truist to make sure I was given the same information. This time I talked to XXXX XXXX. I skied her the same questions about how the Flex Modification works. She said the same exact thing as XXXX said, that I go into forebearance for a few months, then a few months trial period to show the bank I can afford the payments, the Truist would Remodify my loan by extending term out XXXX  years and dropping the interest rate by a point. Again I asked for any paperwork showing program and XXXX said you are protected by the type of loan you have under XXXX XXXX and XXXX XXXX. 
On XX/XX/2022 I talked to XXXX XXXX at Truist. She stated that I passed the trial period and my loan would be for XXXX  years but the rate wasnt what Truist promised me. I told her what I was promised and wanted to talk with someone who could handle my concern of being lied to about the interest rate. She said she would have someone call me back So when I wasnt getting anything handled with Truist I submitted a complaint with CFPB on XX/XX/2022 On XX/XX/2022 XXXX from Truist called and she wanted the name, dates, and the time I was promised this because she would listen to the recordings of the conversations. So I provided her with this info. 
On XX/XX/XXXX I called Truist again concerning what they plan to do about my loan. I fist talked to XXXX who transferred me to XXXX. XXXX stated that I was sent a letter saying they looked into there notes and have no record of promising me a XXXX point reduction on my interest rare. I told XXXX that XXXX was suppose to listen to the recorded phone calls and see what was said. I asked to listen with her. Then XXXX read from her files, the letter I never received, that if I wasnt happy with resolution to call XXXX XXXX I called XXXX XXXX XX/XX/2022, XX/XX/2022, and XX/XX/2022 and all I could do is leave a message after being on hold for over XXXX minutes each time. I never received a phone call back I called Truist XX/XX/2022 and the lady that I spoke with said my file was closed and that the Truth of the matter was Truist misled everyone. They didnt foresee a rise in interest rates. I stated to her that it was an illegal practice to lie to people about rates to get them to go along with there program. I wouldnt of did the Flex Modification if they told me the truth. I had options back in XX/XX/2022 now I dont. I feel that XXXX XXXX wouldnt return my call so she could close my case after a certain amount of time.

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