Consumer complaint received 2023-01-02
Company: TRUIST FINANCIAL CORPORATION
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I had a forbearance in XX/XX/XXXX. I made a payment XX/XX/XXXX but then I was told to wait until XXXX because the forbearance was 6 months not 3 months which I was told in XX/XX/XXXX. I received modification paperwork in XX/XX/XXXX, completed and returned. I resumed payments XX/XX/XXXX. Several months went by and I checked in with the bank multiple times. They said they had the paperwork. Then finally I was told they couldn't find the paperwork and they would send me another modification. This was done in XX/XX/XXXX. I recieved notice and called to follow up to start making payments in XX/XX/XXXX for a different amount. So I did. I also sent back the XXXX modification paperwork in XX/XX/XXXX. I resumed payments in XX/XX/XXXX. Then every month i was checking on the modification. I would get different reasons from those I would speak to at the bank. I then filed a complaint here and also with fha. Once those were filed the bank then says, the amount on the modification sent in XXXX was not correct and they needed to send me new paperwork. After several weeks I got another set of papers that had a different amount again. I completed paperwork again. Still no resolution.. by this time i applied for a grant. Also then i got another set of modification paperwork bc they said a signature was missing. I requested many times for an explanation of the amounts and why they were different.. i never got clarification. They had all my payments sitting here in reserve. Messed up my credit because my real estate loan hadnt decreased. I had someone from FHA because i continued to escalate through them told me to send the paperwork back so they have it and we will work on making th necessary corrections with the bank. But just get the modification done so i did.. the bank finally was going to process the modification in XXXX but called me and told me i was approved for the grant so the modification wasn't needed. That ended up being incorrect. The housing was asking for documentation on the balance owed that the bank had since XXXX and never responded. I had to get on the bank about sending that paperwork. They sent in XXXX. I called to make my payment for XXXX and I was told that they decided not to wait for the XXXX and they were doing the modification which was now XXXX XXXX. They told me not to make a payment bc I also had over XXXX XXXX reserve from the payments I've been making and all of that was going to be applied and to start making my regular payments in XX/XX/XXXX. I made my XXXX payment on XX/XX/XXXX. They went and applied this as an XXXX payment. I got a call late XXXX telling me i was passed due. They told me i should have waited until XX/XX/XXXX to make my payment because I made in XX/XX/XXXX they took that as my XXXX payment. Ive been trying to work with them but they are refusing to fix the payments. I am making a payment every month but its showing me behind XXXX month because of that XXXX payment they applied to XXXX. So now I'm showing behind in payments and accruing fees. I've called and tried to escalate this many times and nothing gets responded to or fixed. This has been foing on since XXXX. I've continued to make all my payments but because of their MANY errors for over a year. They now want to tell me i need to make an additional payment to get current. This is the insitituons fault since they had no idea what they are doing. They sent XXXX different modifications. Said i got a grant and all was paid then no they were wrong about that. So then they decjde to do the modification after saying they were waiting fir the grant. Told me to pay in XXXX, and I do what they say, to now show im behind a month. Plus I do not think they applied everything correctly from XX/XX/XXXX because I had all my payments sitting in reserve.. they cant explain to me how they came up with the modification total ( which was different 3 times ) nor can they explain how my reserve money was applied but they sure can tell me I'm behind and charge me late fees and modification fees multiple times. Please help me get my payments listed correctly and also need verification on how they processed my payments I've been making and the modification amount. Thank you I have this all written out in in a word document with those o spoke to. I also have copies of the multiple modifications and a letter dated XX/XX/XXXX that my modification was completed and to resume payments. Which is proof that that me paying my XXXX payment on XX/XX/XXXX was to be for XXXX seeing that I only got a letter dated XX/XX/XXXX. I'm not attaching them because they should have copies of all of this and my XXXX calls if notes.

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 monetary relief