Consumer complaint received 2022-08-04
Company: TRUIST FINANCIAL CORPORATION
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I was contacted by my loan servicer in XX/XX/XXXX from BBT, now Truist, who asked me if I wanted to get a forbearance for my mortgage because of Covid. After they contacted me several times I decided in XX/XX/XXXX to get a forbearance. I asked each representative how would it affect my mortgage. They stated that it would not affect my mortgage, that the payments in forbearance would just be added to the end of the note. When my forbearance was up, I received documents and calls from Truist that I needed to do a modification on my loan. I told them that I was not told that when I did the forbearance. They put me on a temporary payment plan starting in XX/XX/XXXX which I paid every month as required. 

I received the modification documents from them on XX/XX/XXXX requesting that they be returned on XX/XX/XXXX. I called Truist and told them that I did not receive the documents until XX/XX/XXXX and that I would not be able to get them back to them by XX/XX/XXXX because they had to be notarized and mailed. The representative confirmed that it was acceptable to get them back to Truist by the end of the month. 

Today I received a call from a representative from Truist asking about the modification documents. At first she said they did not receive the modification documents. I located my receipt from XXXX and tracked the package. It was delivered and received at the XXXX, VA office on XX/XX/XXXX, just as I had promised and they had approved. After giving the representative the tracking information, she changed her statement and said the documents were not received in a timely manner. I told her I got them on XX/XX/XXXX, and because they needed to be notarized, it was not possible to get them back to them by XX/XX/XXXX. I also told her that I called in and made the payment on the telephone to ensure that it got there on time. The representative said my mortgage documents were not there ; therefore, my loan was in default. 

I feel that Truist is trying to steal my home because I am a XXXX XXXX XXXX XXXXXXXX woman. They did not give me ample time to get modification documents notarized and returned to them. 

Truist is also trying to defraud me. 
1 ) They did not tell me that I would go through a modification when they asked me to do a forbearance.

2 ) They did not advise me of the exorbitant escrow fees and interest fees that I would incur at the end of the forbearance.

3 ) I made every payment since the forbearance ended as required.

4 ) They only gave me one business day to return notarized documents to them.

5 ) The representative lied at first and said they did not receive modification documents 6 ) Truist received my documents and my payment before the end of the month as they agreed to.

XXXX 
a. Tracking receipt from XXXX b. Payment confirmation # for XX/XX/XXXX XXXX c. Modification documents

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