Consumer complaint received 2017-07-20
Company: BB&T CORPORATION
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
OnXX/XX/XXXXI was laid-off and was XXXX XXXX XXXX in the coming months. I was prudent enough to have savings that cover mortgage, but in no way did I see myself being in this situation for 11 months. I contacted BB & T in XXXX to inform them that it would become difficult to make my current mortgage payment as a result of my situation and was advised to visit my local branch to obtain a loss mitigation application. OnXX/XX/XXXX, I submitted a loss mitigation package to my mortgage provider. On Tuesday, XX/XX/XXXX at XXXX XXXX BB & T corresponded with me via telephone and informed me that they needed additional information : a profit and loss statement, an assistance award letter, and all the pages of my most recent tax return signed. This was stated in a letter that was sent out the day before and I received it 3 days later. I provided all the requested additional documentation and they informed me via mailed letter onXX/XX/XXXX that they have received a completed loss mitigation financial package and I would be contacted within 30 days. On Monday,XX/XX/XXXX at XXXX XXXX I returned a missed call from BB & T and they informed me that my loss mitigation application was denied. I inquired a lot about the decision, reiterating everything stated in my package, understanding a decision had already been made. I was told that since I am not making enough money BB & T would n't even consider modifying my mortgage and that 's their policy. Having explained my situation and being responsible to be preemptive to reach out and inquire on my options so I do not default on my loan, and never missing a payment, I would think that warrants something. But, I was told BB & T would not do anything because I am not making enough money to justify helping my family, but I could submit an appeal. On XX/XX/XXXX I received in the mail the notice explaining the reasons for denial : REPAYMENT INSUFFICIENT CASH FLOW TO SUPPORT WORKOUT FORBEARANCE DOES NOT MEET FINANCIAL HARDSHIP REQUIREMENT HAMP MODIFICATION INSUFFICIENT CASH FLOW TO SUPPORT WORKOUT PARTIAL CLAIM INSUFFICIENT CASH FLOW TO SUPPORT WORKOUT I 've never been late on my mortgage, and I have accepted the denial of my application for INSUFFICIENT CASH FLOW TO SUPPORT WORKOUT. On XX/XX/XXXX I submitted an appeal to the denial of my loss mitigation application via email. On Monday, XX/XX/XXXX at XXXX XXXX, I received a call from BB & T asking for clarification of the income that I submitted. I submitted the contract offer and award letter along with my bank records indicating the deposit of the funds and income proof. I told the representative that I was a XXXX employee and she said, thank you, that 's all. On Friday, XXXX XXXX XXXX at XXXX XXXX I called BB & T to ensure that I would not be assessed a late fee. I was told that my account would be coded a certain way and that I would not receive a late fee as the current month has not been paid yet. I was told correctly, I was not assessed a fee. Additionally, I asked them if there was new information regarding the appeal to my denied loss mitigation application. I was told it was denied. The representative cited from the records that a call made to me onXX/XX/XXXX indicated that I was instructed to send in a signed profit and loss statement. I WAS NEVER GIVEN THOSE INSTRUCTIONS! Additionally, when I submitted my original package I had to submit that same document and got it to them ASAP. So, if that was the justification for my denied appeal AND I WAS NOT GIVEN THAT INSTRUCTION, there is a major problem. At the end of the call, I was told that I could RESUBMIT THE ENTIRE LOSS MITIGATION PACKAGE AGAIN! Here 's the problem with that. If I submit the entire package again, it does not stop credit reporting from indicting that my mortgage is delinquent and my EXCELLENT Credit will be negatively affected. Furthermore, I WAS NOT INSTRUCTED TO SUBMIT ANY ADDITIONAL DOCUMENTATION DURING MY PHONE CALL ONXX/XX/XXXX. I am given the impression from BB & T that it does n't matter that I 've never missed a payment, or that I 've never been late, or that I 've been a loyal customer who is going through a financial hardship and is trying to keep my home mortgage from becoming delinquent. Currently, I have EXCELLENT CREDIT and am trying to keep it that way, not falling behind on my mortgage. BB & T 's response is an indication that they are more concerned with receiving their payment than lending a helping hand to a customer in need. Lastly, there was a breakdown in communication from BB & T to me. I was never instructed to send in a Profit and Loss statement and for that to be documented on a separate call is inaccurate and not untrue. I understand BB & T are permitted to make any decisions they feel is in their best interest, but when it comes to an error and/or improper documentation, this warrants an investigation. As a result of the CFPB website being down onXX/XX/XXXX, I was unable to submit the aforementioned information as a complaint. So, I decided to call BB & T once more onXX/XX/XXXX at XXXX XXXX. The representative I spoke with was very helpful and upon further asking why my appeal was denied she went back into the notes. Again the notes stated that I had not submitted a profit and loss statement. Interestingly enough, this representative was the one who originally instructed me to send a profit and loss statement and acknowledged that it was received. Due to this uncertainty of the notes, as I explained I had previously submitted a profit and loss statement and I was not instructed to submit any additional information, which should be investigated since all calls are recorded for quality assurance, she placed me on hold to look into the matter further. Upon consulting with her manager it was stated that my income could not be verified as the reason for my appeal denial. I reiterated that I submitted the award/acceptance letter stating the monthly income I would be receiving and asked for further clarity. I was placed on hold again and she returned after speaking with a manager and provided me with a COMPLETELY DIFFERENT EXPLANATION FOR MY DENIAL. I was told that the funds could not be validated because as a XXXX employee 90 days is needed to verify income versus a XXXX. That is the reason for my denial. The representative indicated that it was the wording of the explanation. I disagree, it was a completely inaccurate reason that I was provided for my denial. Furthermore, prior to this call, I was told that I could re-apply. Had I not called back, I would again be denied due to inaccurate information that was provided to me. Also, on XX/XX/XXXX at XXXX XXXX, I received a call from the mortgage department informing me that my mortgage was late and would be assessed a late fee. I am still troubled by this call. I explained to the representative that I was informed on multiple occasions that because I applied for loss mitigation, my mortgage would be coded as such and I would not be assessed a late fee. She had no idea was I was referring to and said, I can waive the penalty as a onetime courtesy. Incredible! I scheduled a payment for the end of XXXX to get the funds together only to start the process all over again in XXXX in an attempt to preserve my credit, and stay on time. I would image that the mortgage company would be more understanding to someone that is actually trying to pay the mortgage, as opposed to a negligent customer. But, it appears from the call that my mortgage was late and I would have a fee associated with it is representative of how BB & T mortgage handles its customers.

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