Consumer complaint received 2022-09-29
Company: TRUIST FINANCIAL CORPORATION
State: LA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I have contacted Truist multiple time, I spent XXXX hours on the phone yesterday and spoke with 6 different operators. I have called and spoke with them about this issue on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I have resumed making payments in XX/XX/XXXX and not missed every payment. I have received a complete and total lack of communication or answers to my questions, wasting time, pushing me further and further into default. Now have been threatened with breech and foreclosure, I have repeatedly asked to end of this process by paying my past due balances to have my current loan actively out of default. I have asked for a breakdown of what is owed to them including the escrow payments that I made throughout the pandemic and now also including monthly payments made in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. After making the XX/XX/XXXX payment yesterday, on the phone for three hours with XXXX operators, they still could not tell me what I owed and how to pay that remaining balance to get out of default. One representative XXXX # XXXX said that I was in breech and that they wouldn't accept any form of payment from me and offered no other explanation or assistance. This obviously would have put me further in default. Luckily I called back and spoke with another operator who did accept my payment of {$1300.00} and a confirmation #. I have been approved for Housing Assistance Funds ( HAF ) since XX/XX/XXXX. HAF has reached out to Truist weekly requesting them to accept these funds on my behalf, Truist has not responded. With the HAF funds, I could then pay the remaining balance owed and then would be in place to resume normally as I was prior to the pandemic. In fact, I was told this specifically on XX/XX/XXXX by XXXX # XXXX. In this case, Truist would be paid all that is due to them and I would have been in a position to have not been negatively impacted, through no fault of my own, by the COVID-19 pandemic - - which is the exact purpose and supposed outcome of the CARES ACT and the point of the entire deferment process. I am resubmitting a complaint through this avenue again because Truist has refused to communicate with me any other way. I have spent hours, amounting to days over the past 30 months on the phone trying to call and reach them and resolve this matter and have repeatedly been given contradicting information, hung up on, passed around to other operators who could not help and left with no options to email or given call back numbers as opposed to waiting in queue. I am requesting a fair resolution to this matter, I am offering to pay along with assistance of HAF funds, to be current on my mortgage. I do not consider a 40 year modification that requires me to pay increased interest on top of interest a fair outcome. Especially since I and HAF am offering to all of the past due amount in its entirety. I don't consider it a fair outcome for Truist to refuse to communicate with me to the point that I am acquiring more interest and pushed further into default when I am currently trying to pay the entire balance but can not come to an written arrangement with Truist.

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