Consumer complaint received 2017-06-15
Company: BB&T CORPORATION
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Simply put, my loan is currently in default as a result of BB & T 's loan servicing error. I have been denied hardship assistance twice and had my last appeal denied. I just want to pay my mortgage. BB & T only wants me to cure my late payments by making a lump sum payment for approximately {$11000.00}. That 's unrealistic. The two times I have filed for assistance I have made it very clear that I have more than enough money to bring my account current with large payments. I 'm happy to provide documentation to substantiate all of my correspondence with BB & T. XX/XX/XXXX : In XX/XX/XXXX I became two months behind in my mortgage. In XX/XX/XXXX I was provided a six month repayment plan to bring my mortgage current. All payments for the repayment plan from XX/XX/XXXX XX/XX/XXXX were set up via ACH withdrawals. My first payment in XX/XX/XXXX was paid according to the plan. XX/XX/XXXX : In XX/XX/XXXX BB & T perpetrated a loan servicing error against my account that resulted in the default of my repayment plan. BB & T charged me two mortgage payments in the month of XX/XX/XXXX. This was due to a loan servicing error by BB & T. As a result of BB & T 's loan servicing error, my bank had to process a stop payment on ACHs from BB & T in order to recover the incorrectly processed ACH payment in XX/XX/XXXX. The ACH stop payment ( as was required by my bank to recover funds collected by BB & T in error ) resulted in my XX/XX/XXXX mortgage payment being rejected by my bank XXXX XXXX. XX/XX/XXXX : I quickly realized that my XX/XX/XXXX mortgage payment was refused by my bank and then contacted BB & T immediately to make the required payment. BB & T refused my XX/XX/XXXX payment, and told me at that time I was in default as a result of the missed payment and I was now in foreclosure. Because the third installment payment was denied, I defaulted on my repayment plan and hence defaulted on my mortgage. Because BB & T would not accept a mortgage payment from me, my only option was to file for hardship assistance. XX/XX/XXXX : I applied to BB & T loss mitigation in XX/XX/XXXX/XX/XX/XXXX for  hardship assistance to reinstated my payment plan. That was denied. My denial was based on a lack of available cash, which was incorrect. However, I made changes to my cost of living into order to free up more cash so that I would be approved. XX/XX/XXXX : I applied again to BB & T loss mitigation in XX/XX/XXXX for hardship assistance to reinstated my payment plan. That was denied. My denial was based on a lack of available cash, which was incorrect. XX/XX/XXXX : I filed an appeal to BB & T loss mitigation determination in XX/XX/XXXX for  hardship assistance to reinstated by payment plan. That was denied. All I want to do it pay my mortgage, I dont want special treatment. XXXXB & T will not accept payment when a mortgage is more than three months late. As a result I was not able to make any type of a payment to BB & T in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, or XX/XX/XXXX. I am now in foreclosure. I have sought relief from these conditions that were caused solely and entirely as a result of BB & T 's mistake and negligence. I am asking for simple and straightforward honest and fair response to my appeal. Any person can plainly see that my loan is currently in default as a result of BB & T 's  mistake. I am more than happy to continue to make payments to bring my mortgage current, however BB & T will not accept my money.
I have made several attempts to contact BB & Ts loss mitigation and my calls have not been returned. I have been told on numerous occasions that someone in BB & Ts loss mitigation department would return my phone call to discuss with me the fact that I am in default as a result of BB & T 's negligence. My only option has been to call the loss mitigation XXXX number, only to be told that I can not pay my mortgage and if I wish I will get a return phone call from a supervisor. I would call BB & Ts loss mitigation department supervisor, but I am not permitted to have that phone number. I have called multiple times and I have been told that someone in BB & Ts loss mitigation department would return my phone calls and they have not. This demonstrates the fact BB & T is negligent and abusive to clients. The fact of the matter is that I have made continued efforts to pay my mortgage and work with BB & T, but they have not returned my communications and will not permit me to make a payment on my mortgage unless I pay the entire reinstated amount of {$11000.00}. This is outrageous and deplorable. It 's very clear that BB & T does not value 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