Consumer complaint received 2024-03-18
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: FULTON FINANCIAL CORPORATION (NJ)

Subject : XXXX XXXX XXXX Fulton Bank Regarding Post-Forbearance Options Miscommunication and Lack of Responsiveness Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against Fulton Bank regarding the mishandling of my post-forbearance options. Despite my repeated attempts to seek clarification and explore available avenues, I have encountered significant discrepancies, lack of responsiveness, and misinformation from Fulton Bank representatives. 

To provide context, following the conclusion of my forbearance period, I contacted Fulton Bank to discuss the available options for transitioning out of forbearance. During a phone conversation on XX/XX/XXXX, XXXX a Fulton Bank representative provided me with certain options and assurances regarding managing my loan post-forbearance. 

Unfortunately, upon further investigation and attempts to pursue the options outlined during the phone call, I discovered that the information provided to me was inaccurate and outdated. Options that were supposedly available to me during our conversation were no longer being offered by Fulton Bank. 

This misinformation has caused confusion, frustration, and anxiety regarding my financial situation. Despite my repeated attempts to seek clarification and explore alternative options, I have been met with a disheartening lack of responsiveness from Fulton Bank. 

Furthermore, the level of knowledge and expertise demonstrated by Fulton Bank representatives regarding post-forbearance options has been inadequate. It is evident that there is a systemic issue within Fulton Bank concerning the dissemination of accurate information and the ability to provide adequate support to customers navigating post-forbearance circumstances. 

As a loyal customer who has diligently adhered to the terms of our agreement, I am deeply disappointed by the manner in which my inquiries have been handled. The lack of transparency, coupled with the disregard for my concerns, is unacceptable and reflects poorly on Fulton Bank 's reputation. 

In light of these issues, I am formally requesting the following from Fulton Bank : Immediate clarification regarding the available post-forbearance options applicable to my account.

Transparent communication regarding any changes to the previously offered options and the reasoning behind such changes.

Assurance that appropriate measures will be taken to address the systemic issues within Fulton Bank to prevent similar incidents in the future.

Timely and effective responsiveness to customer inquiries, with a commitment to providing accurate information and support. 
Additionally, I request a thorough investigation into the handling of my case and appropriate remedial action to rectify the damages incurred as a result of the misinformation and lack of responsiveness. 

I trust that the Consumer Financial Protection Bureau will treat this matter with the urgency and seriousness it deserves. Please acknowledge receipt of this complaint and provide a timeline for resolution. I am prepared to cooperate fully with any further inquiries or investigations necessary to resolve this matter. 

Thank you for your attention to this complaint. 

Sincerely, XXXX XXXX XXXX