Consumer complaint received 2022-03-25
Company: TRUIST FINANCIAL CORPORATION
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My mortgage entering into forbearance in XXXX. I exited forbearance in approximately oct. XXXX. My mortgage service BB & T automatically moved it in to mortgage modification. I then was required to make 3 trial payments, XX/XX/XXXX through XXXX XXXX I requested to make the 3 payments at once, however it was required to make them on the 1st of each month. I completed those payments as requested. I was directed to not make a XXXX payment. I have since made the XX/XX/XXXX payment. BB & T is now Truist and I have called multiple times and received incomplete or conflicting information. I am trying to get my loan modification paperwork to sign to transition from a trial modification to a regulars mortgage. 

Below is a call history and summary from my written notes. 
XX/XX/XXXX - spoke to XXXX XXXX Modification was approved after three payment I would received Modification paperwork. I should received a trial letter to sign. 
XXXX Spoke with XXXX XXXX XXXX statements are auto generated and should be ignored. I can only make one payment per month and must call every month to schedule. 
XX/XX/XXXX - Called to confirm payment, verified payment was made. 
XX/XX/XXXX - payment was not received directed to contact the bank the money was to come out of. 
XX/XX/XXXX called and resubmitted payment setup XXXX payment XX/XX/XXXX spoke with XXXX Submitted XXXX payment payment will post on XX/XX/XXXX. Verified account is in good standing and previous payment was received. 
XX/XX/XXXX Spoke with XXXX XXXX confirmed received payment on XX/XX/XXXX. Informed me that modification paperwork would be sent 3-5 days after XXXX payment posted. Modification will be sent via XXXX and I should sign and mail back. 
XX/XX/XXXX called because XXXX payment was not received. resubmitted payment. 
XX/XX/XXXX spoke with XXXX I informed her that I had not received modification paperwork. Re : XX/XX/XXXX call. Was informed that it take 30 to 45 days after last payment. instructed not to make XXXX payment XX/XX/XXXX - Spoke with XXXX My mailing address can not be changed due to system merging XX/XX/XXXX - spoke with XXXX Informed him I am ready to make mortgage payments check on the modification and change my address. XXXX said I should be receiving modification paperwork any day, but the tracking number he had did not work. I also checked the home and nothing was left there. Mod paper work was sent XX/XX/XXXX and dated XXXX. That did not make sense new payment was same as the mod payment. XXXX said he would notify fulfillment and send new paperwork to Address in XXXX. XXXX updated my address in the system. XXXX then transferred me to a different department to make my XXXX payment. Spoke with XXXX and she setup my XXXX payment for XX/XX/XXXX. 
XX/XX/XXXX - Spoke with XXXX she helped my change my address again. she said the system was having issues but she would make sure it was changed. Could not provide information of loan modification. She then proceeded to ask a series of invasive that I questions that I was required to answer about my situation that cause me to re-experience the trauma I experience during COVID. She transferred me another department. I did not get the name of the person I was transferred to she required that I re answer the same traumatizing questions about my COVID situation and said that I would be asked each time I called and would be required to answer to get assistance. I then explained the situation was put on hold and disconnected. 
Called Back - Calling home mitigation department as requested connected to mortgage servicing then my old address was the old one on fill that I had was told had been changed on XX/XX/XXXX call and early today. Confirmed home preservation number. transferred there spoke with XXXX. Previous information on not making XXXX is incorrect I need to make my XXXX payment. She emailed Loan modification utility department to request that paperwork be sent via US mail and to my email address. Transferred to payment department. Informed that the previous payment on XX/XX/XXXX was for the incorrect amount {$1000.00} instead of {$1000.00} paid the old trial payment and additional 3 dollars.

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