Consumer complaint received 2024-07-27
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: TRUIST FINANCIAL CORPORATION (PA)

I purchased my home XX/XX/XXXX my mortgage was through XXXX XXXX XXXX and was XXXX loan I never missed any payments during the first months I had sever unexpected tramatic loss of both my husband in XXXX and my mother in XXXX and mother in law in XXXX back to back so I was laid off of work to go through grieving of such terrible loss I was collecting unemployment at this time in XXXX of XXXX my unemployment payments were held up so I didn't have any income until end of XX/XX/XXXX when I started to receive my payments again so I spoke with my original mortgage company XXXX  which was working with me and had me in a forbearance plan which I could have continued up to XXXX mths if I needed because all payments were current and I never requested any prior assistance so my forbearance was for 6 months and no payments through that period and they would extend if I couldn't resume in that period and were helping with loan modification because I wanted to retain my home during that period my health took a unhealthy turn so I my doctors applied me for full ssdi benefits and XXXX while waiting on my approval my unemployment ended in XXXX at which time I received a notice from my order mortgage lender XXXX  in XXXX informing me that as of XX/XX/XXXX of XXXX my mortgage will be handled by Shellpoint Mortgage which accepted my loan from them under original terms and agreed to Continue work with me through my forbearance and loan modification and would be in contact with me on XX/XX/XXXX or soon to assist me well that never happened I received a welcome letter from Shellpoint stating they had options I was already approved for for loan modification and no payments were due and I would have a single point of contact to work with me on my account to assist me with my payments and loan modification as well as contact me before Forbearance ended to go over my options etc we'll I emailed this person daily I called left messages etc and got nothing I would get letters monthly stating I was approved and they have options to help me I could reach anyone as my point of contact when I emailed to ask questions or ask her to call I would get ill be in touch soon then I need all this info for your modification which was submitted while I was working with original lender nothing was different and she just kept asking in email for same paperwork over and over or refused something from my bank several times or said my info was no complete and nothing was even close to being done by time my forbearance was to end in XXXX which I emailed on several occasions asking her about it ending can I make payments and where do I send payment to do I send to original mortgage account or to your debt of loss mitigation because I wanted to retain my home but I didn't know if I was to make payments at end of forbearance or what I was to do at that point I was only 6 months behind on my mortgage payments from forbearance this point of contact emailed me said I'll be in touch soon and wanted more of same paperwork refaxed again to XXXX XXXX my mortgage was pushed out to 1 year behind I was never told called or received any info that they wanted double payments for repayment on my mortgage or all at once and I did have enough income to resume my mortgage so they refused to help me I was told call phfa which I contacted in XX/XX/XXXX when first happened to get aid and I advised her at that time when I finally reached her by phone XX/XX/XXXX that XXXX was closed until further notice I offered XXXX payment that day she refused said call counseling agency hud for help I did they did emergency paperwork for Act XXXX for me I was denied so I put my house up for sale because they forced me out of my home and they knew I put up for sale bc I had no help from them or hud or XXXX to save my home and I didnt want it to be foreclosed on and that's exactly what they did after it was sold in XXXX of this year XXXX when they were contacted by closing company for payoff they then filed foreclosure paperwork added sheriff costs to serve me which I never got court cost etc to payoff so I got less money from sale bc I was forced out then report on my credit report was in foreclosure status and paid in full so they blemishes my credit caused me additional emotional distress and severe XXXX  issues atop me being XXXX as well as XXXX mark on my credit for no reason and to become homeless and put me in more of severe hardship