Consumer complaint received 2023-02-17
Company: TRUIST FINANCIAL CORPORATION
State: MD
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
Due to uninsured repairs I had to make on my house within a few months of purchasing the home, such as plumbing issues the seller hid from myself and the inspectors due to excessive clutter, I was having to split my mortgage payment in two. I called Truist Bank, with whom my mortgage is secured, every single month to work out payment arrangements to pay half at beginning and half at the end. I was advised I could submit an application to explore options such as possibly modifying the loan to have a lower mortgage payment or even request two payments be placed to the end of the loan. I was extremely hesitant on proceeding with this action as I did not want it negatively impact my mortgage. The representatives I spoke with ensured me it wouldn't. I have continued to make payments through this entire process, and have been advised I am current and I am not at risk for foreclosure as I would have to be several months behind in order for that to happen, of which they concurred, as recently as XX/XX/2023 I am not behind and I am current. I have made significant financial changes to ensure I can make my payments and not fall behind during this process. I have also expressed every single time I call, to include in this application, I have every intention of keeping my home. However when I received the decision to the loss mitigation application requesting if I can move one payment to the back of the loan, but if not I will be okay and able to make payments, they said " we regret that are unable to approve your application for home retention at this option '' and the only option they approved me for is a short sale of my home in lieu of proceeding with foreclosure. During this time they have also blocked my option to make my mortgage payment online, something I was not informed would happen as that's how I make my mortgage payment. They have forced me to mail my mortgage payment, which then results in it arriving to them late, but I am current. The last payment was made for XX/XX/2023 mortgage but I am showing they have placed my payment in a suspense but my check cleared my bank. They are purposely not crediting my payments I am making, and not allowing me to make my payment online. I can not even call in to make my payment as the representatives said my account is locked to not allow them to process my payments. They told me during this time, again to determine if I was eligible to move just one payment to the back of my loan and if not I said no problem I can make it work and keep making my payments, they said I would not be assessed any late fees. Yet I have been charged not one but two late fees BEFORE the payment was even late and to a payment I made. They did not inform me clearly they would be pulling my credit report for this decision, and as a result when they did they exposed my former UNLISTED telephone number where I received 25 spam calls in a matter of 11 hours the day after they pulled my credit report. I was forced to change my telephone number as a result. I have been harassed and unprofessionally, illegally and dishonestly treated by Truist. They are holding my mortgage payments I am making on time, not applying them to my account, and have blocked my access to make payment online all just for asking if ONE month could be moved to back of loan and again if not I would and have been able to make significant adjustments to my finances to ensure I will be more than okay. They are now telling me my only option is to sell my house or they will foreclose on my house. How can they force me to sell my house I am making house payments on, that I am current on and DO NOT want to sell my house? I need immediate assistance with this matter.

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