Consumer complaint received 2021-01-31
Company: TRUIST FINANCIAL CORPORATION
State: MA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
At XXXX on Wed, XX/XX/21 we received an email confirmation for our XXXX signing appointment to close on the refinancing of our mortgage that day. When the signing agent, XXXX XXXX, did not show up, I called her at XXXX. She said the bank had never sent her the paperwork so the appointment had been cancelled, and Truist Bank was supposed to have called us. I called our loan officer, XXXX XXXX, at XXXX and left a voice message to please call us, but XXXX never called us back. At XXXX I called our loan processor, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX ), but she did not know why there was a problem and said she would look into it. We let her know we were very upset because my husband had taken the day off from work in order to be available for the signing. We waited two hours, but when we did not hear back from XXXX, we emailed her at XXXX to request that a manager call us back to explain what had happened, and we requested to reschedule the closing any day between Fri Mon. We never received a call or were contacted by her manager. 

XXXX called me on Thurs, XX/XX/21 and said she would try to reschedule the appointment for Fri, XX/XX/21. At XXXX on XX/XX/21 we received an email confirmation for a XXXX XX/XX/21 signing appointment. We received another email confirmation at XXXX on XXXX XX/XX/21. The signing agent, XXXX XXXX, called us the morning of XX/XX/21 and confirmed the appointment but told us he had not received the paperwork yet. I emailed XXXX XXXX at XXXX to tell her we were very concerned about this. She wrote back at XXXX that the closer said she will have it out in an hour to the settlement agent. 

At XXXX I emailed XXXX XXXX to make sure he had received the paperwork, but he still had not. I talked with XXXX XXXX at XXXX, and she said she would contact XXXX XXXX XXXX At XXXX I emailed XXXX XXXX to find out that XXXX XXXX emailed him, but he still did not have the documents. 

I called XXXX again at XXXX, but she still did not know why XXXX had not received the paperwork. I asked to speak with her supervisor and was told she was off today, so I asked to have a manager call us back. This was the second time we asked to have a manager call us and for a second time we never received a call or were contacted by a manager. XXXX told us she had the phone number for the closing agent at XXXX, XXXX XXXX and gave us the number. I asked if she could please call XXXX and ask him to hurry because XXXX XXXX had not received the paperwork yet and our appt. was in a half hour. XXXX told us she would call XXXX. 

When we did not hear anything, we called XXXX XXXX ourselves at XXXX. He said he had not been contacted by XXXX XXXX. He told us he had sent our paperwork to XXXX XXXX 5 minutes ago. We emailed XXXX XXXX at XXXX and confirmed that he had finally received the paperwork, but because it had arrived late, he was unable to keep his XXXX appointment with us. This was the SECOND time Truist Bank had scheduled a closing appointment for us that we were stood up for! At XXXX I left a second voice message to XXXX XXXX to call us back. For a second time, he never called us back. I also emailed him at XXXX and he never emailed us back. 

XXXX XXXX kindly offered to fit us in for a XXXX appointment the evening of XX/XX/21, which enabled us to finally sign our closing documents, after much waiting and frustration. 

The fact that Truist Bank scheduled our closing appointment twice and both times were unable to keep the appointment is extremely upsetting to us and highly unprofessional of them. We were also told by XXXX XXXX to bring a certified cashier check for {$260.00} to the closing. However, at the closing we found out that we owed {$910.00}, which we had never been told. We also found out we had wasted our time making a special trip to the bank to get a certified cashier check as the signing agent did accept a personal check.

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