Consumer complaint received 2021-03-01
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION (MD)

In XXXX of last year, we entered into forbearance on our mortgage with Suntrust, now Truist. After 90 days we ended the forbearance and were told in XXXX of XXXX that we were no longer in forbearance. We proceeded to make normal mortgage payments and have remained in good standing on our mortgage payments to-date. In early XXXX we decided we wanted to refinance our home mortgage and pursued this with another lender. We were told by that lender that we needed to provide them with proof that we were no longer in forbearance, as well as the repayment period of the forbearance portion of the loan. After looking in our internal files, we determined that we did not have such a document, so on XX/XX/XXXX, we contacted Truist and asked them to email us a copy of this letter, stating that we were no longer in forbearance. We were told that we would receive it within 7-10 days, THAT NEVER HAPPENED. So I called back 2 weeks later, on XX/XX/XXXX and another lady told me that I should have the email within 3-5 days, THAT NEVER HAPPENED. So I called back a week later, on XX/XX/XXXX, and they told me that they had failed to enter the code that signals my account to no longer be in forbearance, so she entered in the code that takes my account out of forbearance and trigger the letter to be mailed, I should receive a paper copy in 7-10 days. She then transferred me to the Home Preservation dept and they proceeded to tell me that I could not receive an email because their system is not setup to send emails, it wasn't even possible. She apologized and said I would have to wait for the paper copy to come in the mail. I wasn't happy, since I'd been told differently by 2 different agents prior, but accepted it in hopes of finally getting the paperwork I needed. Well it has now been 23 days since I was told I would receive the letter in 7-10 days, and I do not have a paper copy yet. But, the funniest part of this is that I actually did receive an email with a letter stating that i'm not in forbearance, but it didn't give the repayment terms or explain any details. So, this has been XXXX trying to get this paperwork and the customer service has been horrendous, to say the least. I've been lied to and given expectations that have not been kept, over 3 times and by multiple agents. I was told they didnt have managers and I could never speak to anyone with XXXX authority than the person I was speaking to. Lastly, I was told to visit a local branch, which I did, and they told me that they don't have access to home mortgage information, and they were not sure why someone would have told me to visit a local branch. I have now been waiting for over 6 weeks to receive a letter that I was initially told would be received within 7-10 days. I am not happy and feel that they are delaying me because I am pursuing a refinance with a different lender. This is poor business practice and I hope this will allow me to receive the letter that I have requested, but also deter anyone from pursuing Truist, formerly Suntrust, for their home mortgage needs. I will be calling Truist again tomorrow. Thank you for your prompt assistance with this matter.