Consumer complaint received 2021-02-06
Company: TRUIST FINANCIAL CORPORATION
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have a mortgage ( with Truist/Suntrust ( ST ) which is not in escrow for loan XXXX. I have never been uninsured at any time since procuring my loan and my insurance and mortgage are on autopay. I have excellent credit. 
My house was insured under XXXX Homeowners policy XXXX, effective and paid in full from XX/XX/XXXX to XX/XX/XXXX. 
On XX/XX/XXXX, a new policy was secured from XXXX under policy XXXX, effective and paid in full from XX/XX/XXXX to XX/XX/XXXX. 
On XX/XX/XXXX, I called my XXXX agent at XXXX XXXX, advising XXXX to cancel my homeowners policy effective XX/XX/XXXX. 
On XX/XX/XXXX, I called XXXX to add ST as mortgage carrier. Rep confirmed that ST was added to coverage. 
On XX/XX/XXXX, I received a letter from ST advising they do not have evidence of coverage. The HO expiration date noted in the letter was XX/XX/XXXX. 
On XX/XX/XXXX, I called XXXX, who assured me that ST had my policy confirmation on file. It was confusing, but since Progressive assured me that ST was included in coverage and it is very difficult to speak to anyone at ST.I, again uploaded my XXXX HO confirmation to the mycoverageinfo.com/suntrust. 
During conversation with a male Progressive rep on XX/XX/XXXX, I told rep that I received a bill, which must be in error, because my account is paid in full until XX/XX/XXXX and the charge reflects on my credit card. He checked and found that two Progressive HO policies were issued in error and I requested that Policy XXXX be cancelled. 
Apparently in error, I did not think to inquire to confirm that ST would be advised by Progressive of the change in account numbers for the HO policy. And, it appears that a cancellation notice was sent to ST. I am unsure of what occurred on the side of ST and XXXX. I guess that Progressive did not fix the error on the ST side, nor advise me to upload my coverage info to ST for active HO account XXXX. 
Shortly thereafter, I received a ST letter dated XX/XX/XXXX, advising that there was a one day lapse in coverage, XX/XX/XXXX to XX/XX/XXXX. 
On XX/XX/XXXX, I received a notice from XXXX that the erroneous policy was cancelled. 
Also on XX/XX/XXXX, I got through to speak to ST reps re the issues. Per XXXX, because there was a one day lapse in coverage, my account would be assessed {$4.00} for the one day lapse. I let it slide, because it was only {$4.00}. I was transferred to XXXX, who said I had active coverage, which of course, I did. 
I was then transferred to XXXX, who said that in 45 days after XX/XX/XXXX, I should call the mortgage department for an update. XXXX did not ask my policy number for XXXX or the active and inactive Progressive policies, though I did explain that XXXX canceled my HO policy a day prior to the XX/XX/XXXX date that the XXXX policy began. 
I did/could not foresee the issues that would spin-off from the XXXX and XXXX errors. Between XXXX to XX/XX/XXXX, I have received seven " threatening '' letters from ST and each time I have called or tried to call ST and/or, uploaded documents to the website. I have not received details for why the documents I upload are insufficient to satisfy the ST needs. If I was informed of the ST reasoning, I would certainly address the issues. 
Letter received dated XX/XX/XXXX, advising to update insurance info to website, which was done. Letter advised that ST would secure HO policy in amount of XXXX. 
On XX/XX/XXXX, I uploaded proof of insurance to the ST website. 
On XX/XX/XXXX, email from ST advised {$4.00} take from my account. 
Also on XX/XX/XXXX , ST XXXX checked for Lender Based insurance, reporting to me that there was no reference to Lender Procured insurance in my ST records re a {$1200.00} policy, but the {$4.00} was mentioned in prior notes. I was transferred to XXXX, who said call XXXX to get backdate Proof of Insurance confirming coverage for XX/XX/XXXX. 
The issues stemming from XXXX relate to the fact that my long term XXXX agent sold her book of business to an agent who is apparently horrible. He made many errors when I called him in XX/XX/XXXX to add a new vehicle. He so mismanaged adding the vehicle that I chose to take my business elsewhere, XXXX. 
On XX/XX/XXXX, I called my old XXXX agent and she gave me a phone number at XXXX that could address my issue. Calling the XXXX number indicated on old documents did not work, since the policy was canceled. 
On XX/XX/XXXX, at XXXX XXXX, I spoke to XXXX at XXXX, who appeared to assist with my confusing problem. He was astounded that XXXX, the XXXX agent rep, canceled my policy effective XX/XX/XXXX and there are no notes in the XXXX records of my call to the XXXX office to cancel the policy, ( which is gross negligence for an insurance agent/company. ) He said he would backdate a cancellation letter and send it to me. I executed a statement that there are no XXXX losses on XX/XX/XXXX and returned it to him. He further stated that he would mail me two Proof of Cancellation letters. 

When the XXXX letter was not received, on XX/XX/XXXX, I called XXXX, speaking to XXXX, who saw XXXX XXXX notes re cancellation. I got the impression that nothing was done by XXXX, because I was on the line with XXXX for 27 minutes. He assured me he would send me a cancellation notice effective XX/XX/XXXX, which I have received. The letter is dated XX/XX/XXXX, but reflects the backdate for coverage effective until XX/XX/XXXX. 
On XX/XX/XXXX, I could not speak to anyone at ST. I had uploaded the correct XXXX cancellation letter. My policy reflected on the XXXX upload page for ST as the cancelled policy dates of XX/XX/XXXX to XX/XX/XXXX, which blew me through that roof. 

Today, XX/XX/XXXX, I received a letter dated XX/XX/XXXX, with the header Second and Final notice please provide insurance information.

I have uploaded documents to ST on the following dates : XXXX I called ST again and could not speak to a live person, though someone answered from home, and I could hear them moving around. I found an old ST phone number from two years ago, and was on hold for 20 minutes. At that time, I decided to file this complaint. ST is not working in good faith with customers when they make every effort to sabotage customer calls by not allowing their system to answer a call from a customer who is sent an Insurance is Insufficient letter. If professionals were allowed to speak with mortgage carriers, advising and discussing issues such as mine, it would help to alleviate confusion. Because ST is only sending letters and not discussing what's happening on the customer side, they are either grossly incompetent or grossly negligent. ST has an obligation to inform customers of information details that would be a benefit for both parties to know, such as the Homeowners account number that was issued in error by XXXX and the XXXX Cancellation notice, which was issued in error. 

I was wasting my breath calling ST to discuss my problems ; -because once a letter is issued, the IVR will not allow a borrower to discuss their problem with a CSR. 
-Notes made on the account mean nothing, because once documents are uploaded which could resolve the problems, no one is investigating and putting 2 + 2 together the information. I know. I used to be an investigator for a state agency. 

If ST has issue with a customer, they should call the customer to discuss the problems. Otherwise, it surely appears that ST just wants to sell some insurance. The fact that I contacted ST by phone and uploaded documents seven times, reflects that I tried to work with them in good faith. It took me since XX/XX/XXXX, to determine the errors made by two insurance companies and the problem is still unresolved. It is made to appear that ST has no interest in assisting and resolving customer problems. If they did, they would surely save a bundle to return to stockholders.

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