Consumer complaint received 2023-11-24
Company: TRUIST FINANCIAL CORPORATION
State: CO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process
Sub-issue: Payment process

Complaint:
Refinanced our home XXXX years ago. The XXXX was sold within 30 days to Sun XXXX. 3 months later we received foreclosure paperwork and found out they were taking payments and not crediting them. Our loan number was never added to the system. Got that fixed. 

Fast forward to now. For several months our payment was being taken out and not credited because they couldn't figure out how to find our loan. Payment amounts changed but they could not fix the auto pay or cancel it so we would have to call in to pay balances and late fees and fight with them to actually find our payment and credit it properly ... in fact... even continued accruing late charges even though payments cleared our bank. More than once we finally got a letter from the mortgage company saying -hey sorry for the inconvenience. we fixed it! - But it wasn't fixed! 

After getting nowhere with the mortgage company we had to go to our bank to try to get a stop payment and halt the bill pay from our end. Finally accomplished this. Now... we just got foreclosure paperwork again. Truist is claiming we never made the XXXX payment or XXXX. We have literally faxed, verbally talked to these folks and now sent a certified overnight letter detailing all of the issues, We have provided proof of payment for XXXX and also the check for XXXX. This was accompanied by documentation and a formal letter detailing the errors in the servicing. Found out there is yet another new servicing company and no one can seem to find our loan except of course for the ones calling to get our payments... which were already made! Instead of crediting the XXXX payment which we proved we made... they ignored that and used the XXXX check to make a duplicate XXXX payment and now counted us late for XXXX and accrued yet another late fee. They have cost me XXXX points on my credit report and have stolen the money for the XXXX payment as they are claiming it wasn't made even though we proved it was. We have emailed, called, faxed, written, involved another mortgage broker and spoken to our attorney. We can not even refinance this mortgage and get rid of these folks because they have damaged my credit so badly. This situation also caused a problem with our bank accounts which we ended up having to move to another bank to fix and that in turn impacted our other bills and caused a huge inconvenience to us to have to change auto pays ... catch up returned payments etc. 

We have sent complaints to their bank and posted a complaint on their corporate complaint site and received no communication back except for yet another useless rep trying to collect money they are not owed. This has been a nightmare and my credit and my home as well as my finances are being jeopardized by a predatory lender that can not seem to service my loan correctly. 

The company we refinanced through is XXXX XXXX Mortgage. They sold the loan to Truist Bank within 30 days. 

The first servicer taking our payments that failed to record payments for 90 days and couldn't find our account was XXXX. 
The second servicer took over from there and it was back to Truist. They are the ones that failed to record payments and kept changing the payment amounts and said they couldn't fix the issue so they continued to ding us for late payments every month and we would have to make additional payments during the month to avoid credit being impacted. 

The most recent servicer ... that we never even received information on ... is BB & T. They took our XXXX payment and claimed we never made it and they also have ignored correspondence and took our XXXX and used it to make a duplicate payment for XXXX and they are now counting us as past due for XXXX, charging a late fee and will ding credit yet again. 

Couple of other pieces of additional information... we have attempted to get online banking for this account set up and it doesn't work. The resolution department or whatever they call themselves could not help get it set up because they can't find our account. I have sent a letter and given permission for them to talk to my wife and they completely ignore that. Apparently the only ones in the company that can actually find our account are the reps that have to collect payments and most of them can't speak XXXX. We have already submitted a letter of error to these folks... 

This is a predatory mortgage company and they are wrecking our credit, impacting our life and causing an undue amount of stress and financial issues. We believe they have this business model so they can deliberately get more money out of clients and use credit and foreclosure scare tactics rather than getting managers involved to try to help their clients. Ultimately ... our home, equity, and financial peace as well as our credit is being impacted and potentially damaged.

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