Consumer complaint received 2023-03-25
Company: TRUIST FINANCIAL CORPORATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
please see previous COMPLANT # XXXX We received a letter ( that was also included in response to cfpb ) dated XX/XX/ stating are modification was completed and we would receive paperwork in 14 days it is now XXXX  and nothing. I called Truist XX/XX/ and let me tell you what a complete disaster this company is. The letter I received stated the modification was complete and nothing about the issues your uneducated disrespectful reps said on the phone. XXXX XXXX stated she could not speak to me in regard to my mortgage as my home was in the Foreclosure. I asked to be transferred to someone and got hung up on. I called back and was a very disrespectful rep named XXXX. We then conferenced in my wife XXXX began to state that I never made my XXXX payment. Please reference letter dated XXXX check # XXXX enclosed. XXXX payment and more was refunded as could not be applied to loan. We have not received anything since that stating we have not made our XXXX payment. Please note payment was made by phone on XX/XX/ at XXXX XXXX in the amount of {$1600.00}. The rep processed to tell us that payment was refunded as we did not pay the correct amount. My wife tried to explain that the payment of {$1600.00} is the payemnt we were instructed to make on our modification paperwork until we get new payment information. XXXX began to tell us are correct payment is {$1700.00}. She is not correct at all please see the escrow letter dated XXXX  that has our new payment of {$1700.00} on it starting XX/XX/. she told us several times we were wrong. She then processed to degrade us by saying " if it was my home I would make my payment ''. Again, we stated we did and if it was refunded by truist. She continued to ask us to pay the XXXX payment we stated no as we have never received anything by mail or phone stating we need to pay or that it was missing. She then proceeded to tell us we will have to redo our modifcatiion paperwork as we did XXXX ( as during the last complaint we were waiting to find out what the hell was going on and per legal advice ). She stated that we now 4 months worth of payments by XX/XX/. I explained with forbearance that is not true we can move it to the back of the loan. She several times asked us to make a payment. She also asked why we did forberenacne ( which she should not have as none of her business ). 
Trusit is the worst company I have dealt with 2 out of the 3 people yesterday said my house is in foreclosure but yet one is trying to collect payment, which fun fact you may want to discuss with your reps is they can not ask to collect money when in foreclosure. I want to set up a meeting with the head of the mortgage department I also want all the calls pulled from XXXX  and from XX/XX/. I need to figure out why the reps can not see the letter sent from XXXX XXXX sent to us XX/XX/23 and/or letter doc # 1. Again, still no payoff has been received no payment information has been sent and no one in customer service department can help except lie and make up stuff as they go. We do not want to get a lawyer involved, but if we do not get a meeting with an actual person that high up in the mortgage department there will be no recourse. I also want this XXXX person fired ASAP or at least taken off of answering phones she has no reason dealing with customers and making/lying as she goes and telling people what they did wrong when we didn't. It is not ak for anyone to speak to anyone like she did. 

We will be expecting a call to set up a meeting ASAP to figure out why we can not get straight answers on our mortgage and at same time being told our home is in foreclosure when per lawyer it is not. You can pull that call and listen for your self.

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