Consumer complaint received 2017-05-10
Company: BB&T CORPORATION
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have a mortgage  with BB & T ba nk. About a year ago I had a  XXXX   XXXX  and then was terminated from my employer due to my health. We ran into financial issues. We never missed a payment on our mortgage, although we were late at times. In  XXXX  of  XXXX , the bank locked our online account so we could not make the normal payment. We had to call in. In  XXXX , again they locked our account. We paid yet again over the phone. At this time we were caught up and current. We were also paying the late fees anytime we paid late. We received a past due statement saying we were behind almost {$3000.00}. In  XXXX , I made a phone call informing them my company had messed up my payroll and I did n't get paid when I was supposed to. I explained I could pay {$1000.00} today, an additional {$1500.00} on the  XXXX . I also informed them I would be able to pay {$2000.00}  XXXX   XXXX ,  XXXX  and {$2500.00} on  XXXX   XXXX .  XXXX   XXXX  another {$1000.00}. I had second guessed myself thinking I might be behind. These amounts would have had me totally caught with some extra to fall back on for late fees. They denied all of this. I called twice with this offer and both times I was denied. I received a letter on  XXXX   XXXX , post dated from  XXXX   XXXX , stating we were officially in foreclosure. They never informed us of this, even asked and was always told no. I reached out to my realtor and she began helping u s. BB & T bas ically refused to help us. She was trying to sell the house in a short sale or outright but the bank refused every offer and attempt at a resolution.  XXXX   XXXX  was the foreclosure sale date. I called the legal department the night before to try and stop this. I received a call the following day from a gentleman from the bank saying he had stopped the sale, he would be evaluating the process and it would just start over. Again, we tried working with them. To no avail. Again, they denied everything. They came up with off the wall amounts and reasons why they kept denying our hardship and loss mitigation. Their main reason, non owner occupied. That is false, me and my family still reside in this home. I filed a complaint with the Missouri State Attorney General 's office. I received a response the bank sent the attorney general in the form of an  XXXX  page packet. This packet included all 6 years of payment history and call notes. This packet proved consistent payments as well as the refusal of the {$5000.00}. They also included documents that were n't even ours. I received another foreclosure date of  XXXX   XXXX . I have no idea why this bank took my money but did not post those payments to my loan. I am now currently 5 months behind because they refused payments due to the foreclosure. I do n't want to lose my house. I need help getting this bank to stop trying to take my home. This never should have happened.

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