Consumer complaint received 2023-08-22
Company: TRUIST FINANCIAL CORPORATION
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
After having my XXXX  XXXX case getting dismissed, which I had sent in 3 payments to Truist. I requested a reinstatement ( XXXX  ) request on XX/XX/XXXX and received it on XX/XX/XXXX from XXXX XXXX, their attorney. It was for {$22000.00}. I called Truist the same day and asked did I get credit for the 3 payments they received and was told that they had mailed by 1 payment and the other two were used for a escrow shortage. I told the fine and asked what my balance I owed and was told it was {$14000.00}. 
So on the XXXX, I called XXXX XXXX and asked could I get an itemization of the charges and was told they don't do that. I should refer to the statement which shows three line items. A total payment ( XXXX ), Corporate advances ( XXXX ), and late fees ( XXXX ). I then asked how much of that is their fee ad was told it was the XXXX. I then asked them about the two extra payments ( XXXX ). And was told they don't know anything about that. I wanted a track record so I sent them an email about those two payment and they replied that those payment that went towards escrow have nothing to do with what is owed. I only had XXXX so i waited until my payday of XXXX my check was XXXX so I was still short, yet knew I didn't owe XXXX XXXX. I called Truist again XXXX XXXX I got a XXXX who was extremely helpful. I explained to him what was going on and he looked into it. I told him what I thought I owed verses what they were saying and he agreed. If we subtracted that XXXX. I had more than enough to reinstate my loan. So he called XXXX XXXX with me on the line. He asked them what they showed and they told him {$22000.00}, he asked them what were they charging they told him {$2000.00}. He then asked them how long would it take to get a new XXXX and they said 2-3 days. So he asked them to initiate that request and told me to hold off paying until I get the new amount. Once they heard me on the call with Truist XXXX XXXX left the call. XXXX and I calculated what we thought I owed and it came out to {$18000.00}. But he told me there may be a late fee coming but it like XXXX bucks. So on the XXXX that Monday I went to my bank to wire XXXX XXXX {$18000.00} bucks. I had not received the new XXXX request but didn't want to wait. I got them on the phone to verify the wire and they told me they were not going to accept the wire because my XXXX  had expired. I informed them that we requested a new one on the XXXX. They said wait until it comes or call Truist to expedite. I called truist and they said the new XXXX went out on the XXXX and it was for {$22000.00} dollars. They gave me a good through date of XX/XX/XXXX. I asked for an itemization and they said they couldn't do that but explained that I had 5 months payments at XXXX a month and 5 payments at XXXX a month. Plus fees and they gave me credit for the {$3500.00} that wasn't returned. As of now I still haven't received a new XXXX  from XXXX XXXX  and decided to borrow what I am short from my family after I get paid on the 30th. Yet this moving target is down right aggregating. And neither party will break down the numbers in writing. The first thing they ask is are you represented by an attorney. Heck I guess I better hire one so I don't lose my {$240000.00} in equity. Because it doesn't appear to me they want my money, they want my house!

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