Consumer complaint received 2022-12-03
Company: TRUIST FINANCIAL CORPORATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My loan originated back in XXXX. During this time both me, co-borrower and the borrower paid our monthly mortgage plus more to our escrow. We did this because our taxes and homeowners insurance was thought to rise. Fast-forward to end of XXXX, I sent Branch Bank ing and Trust a 2- individual copies of our statements from XXXX  County property taxes . Our taxes our 50/50 because we are not legally married. Although BBT received these individual statements from XXXX  County Property taxes office and myself. BBT decided to only pay one and not the other. I disputed this when I found out that my portion of taxes were now placed in Lien status due to this error on their part. Because of this our mortgage extra escrow was depleted to pay my taxes which now increased over 35-40 %. This exhausted our account plus our financial accounts. We were initially required to pay only {$2900.00} and after this occurred, our mortgage payments increased to $ XXXX for nearly 14 months. 
BB & T never admitted to the discrepancy on their end. However, I wrote letters and they later came to the conclusion that they messed up but will not waive late fees, or compensate the error. 

Now 7 years later ( XXXX ), the pandemic happens. I made the decision to request deferral in XX/XX/XXXX to help while our financial circumstances changed. The borrower and I had encountered financial hardship. It wasn't until XX/XX/XXXX when I was informed of TXHAF. I spoke with a representative from Truist, formerly known as Branch Banking and Trust. The representative said I could apply for homeowners assistance but it wouldn't stop negative reporting or foreclosure. I applied for TX HAF in XXXX and my application was processing status. I called Truist Mortgage company almost weekly to keep them in the loop. I received a package from them referring to an XX/XX/XXXX foreclosure. I contacted TXHAF and was told they were waiting for a response from my loan servicer Truist to provide the V-record. I called Truist again to inquire the delayed response that they are causing TXHAF to assist me and the hardship I'm facing but TRUIST gave me the run around. Fearful of being told that I could lose my home I borrowed money from a friend to forward to Truist while TXHAF waited on their response. Fast-forward to XXXX. Truist rejects TXHAF assistance to pay my mortgage for past due payments on my behalf and modified my loan without any knowledge or signatures. Due to this TXHAF informed me they can not assist in which Truist is well aware. For a second time this mortgage company has caused yet another problem, issue, stress, and frustration. I paid with borrowed funds because I did not want to loose my home and I needed the help from TXHAF. Now my mortgage payments will resume in XX/XX/XXXX and I have to repay money from those I borrowed to pay my 7 months of past due payments plus my regular mortgage payments because they caused and are responsible for me being marked ineligible for mortgage assistance.

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