Consumer complaint received 2021-03-28
Company: TRUIST FINANCIAL CORPORATION
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This complaint is regarding BB & T ( Now Truist ) Handling of a Mortgage. This company and their Loan Office XXXX XXXX ( XXXX : XXXX ), are apparently not in business to write loans and do banking. They appears to be in business to amass misc. fees from unwitting decent people they promises things to and later retract on but do not return the fees. 

- XX/XX/2021 Applied for a Prequalification from BB & T ( Now Truist ), I specially specified the Condominium I was looking for a property in. 

- XX/XX/2021 Received notice of Approval of Prequalification from BB & T ( Now Truist ) - XX/XX/2021 : Executed Contract of the Property is signed. With a closing date of XX/XX/2021. 

- XX/XX/2021 Received official Loan Estimate & Initial Loan Package : At this point the Address and Condominium Association are well know and the Loan Officer has verbally confirmed that they will be able to write the loan. 

- XX/XX/2021, Appraisal XXXXee & Credit Report Fee : The bank and their loan officer have started to amass misc. fees on the agreement that they will be able to write the mortgage loan. {$480.00} for an appraisal fee, {$29.00} for a credit report, {$250.00} for a Condo Verification Fee. 

- XX/XX/2021 : Homeowner 's Association Question Letter is received by the bank. 

- XX/XX/2021 : Less than two weeks before closing and the Bank is suddenly saying it can not write the loan given that the Condominium is a Condo Tel. The Condominium is not a Condo Tel. 

- XX/XX/2021 : Request for refund for {$760.00} to BB & T ( Now Truist ) employees XXXX XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX. At this point the Loan Officer XXXX XXXX has stopped responding to my phone calls. 

- XX/XX/2021 : I reached out to XXXX XXXX, Branch Manager and Market Leader VP from BB & T ( Now Truist ) who referred me to XXXX XXXX. " I have forwarded your concerns to our Mortgage Representative, Mr. XXXX XXXX. '' - XX/XX/XXXX : Multiple Letters and Clarifications are provided to confirm that the condominium is not a Condo Tel. This includes a letter from the Property Manager of the Condominium Association, which clearly states that no units are classified as a condo/hotel. 

- XX/XX/2021 : The Loan Officer XXXX XXXX, does not provide a digital letter of denial. Even when requested by a new Loan Officer, impeding loan proceedings in my attempt to secure a Loan from alternative sources. 

- XX/XX/2021 : At this point I've made multiple good faith attempts to obtain satisfactory resolution of the problem relative to this transaction, no refund has been issued. On XX/XX/XXXX request is sent to BB & T ( Now Truist ) employees XXXX XXXX and XXXX XXXX to confirm that they have exhausted all avenues to reimburse me for the {$760.00} they have charged to my credit card before I file a complaint with the CFPB. BB & T ( Now XXXX XXXX declines to reimburse. 

These are not good business practices and I am sadly not the first person that BB & T ( Now Truist ) does this to. I was very clear about what I was buying and where. There were no misunderstandings. I was pre-approved for that specific address in that specific community. I was promised a loan, it was put in writing by BB & T ( Now Truist ). Only thereafter did BB & T ( Now Truist ) bill me a huge amount of money for services related to a promise they did not deliver. This is not acceptable, it is unethical, immoral and outright theft.

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