Consumer complaint received 2022-12-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
I have been waiting on a XXXX XXXX flex modification to complete for over three-months since returning the permanent modification paperwork XX/XX/2022 ( Date received by Truist, XXXX XXXX : XXXX - also see photos included of signed documents and UPS package XXXX. My number XXXX concern is getting this permanent modification completed. Truist has not been in touch with me about any additional delays, even though at XXXX point it seemed due to XXXX funds coming in that my modification had been stopped, but we got things moving again all the way until permanent paperwork and then nothing. So my first and primary issue is- where is my permanent modification? 

This is not the first time I've had issues with the former Suntrust ( now Truist ) harming me. They did it during the last housing crisis when I ultimately achieved a loan modification ( my first on the property ). I even was in discussions with the XXXX XXXX since it appeared Suntrust continued to commit crimes after their huge settlement, which amazingly I was not included because I was harmed AFTER the settlement. I asked that they re-open the case and not defer criminal prosecution because they were/are still doing the criminal acts. Ultimately Suntrust offered me money that I never received. The XXXX simply forwarded my communication to Suntrust and accepted everything they said as gospel. I ask that the CPFB please not trust XXXX and PLEASE verify what they say. I have provided a lot more documentation this time so that this complaint doesn't simply get sent to Truist, they respond, and XXXX closes the case. 

In addition to still waiting on my permanent mortgage modification, I would like to report some of the misinformation, delays, deception, and intimidation tactics by XXXX XXXX XXXX past year. 
Ignored electronic messages/ or did not follow-up as promised Sending representatives to my house unannounced during peak XXXX My repeated requests to enter loan modification ignored ( for XXXX months ) Due to missteps and delays by Truist, I XXXX out on XXXX XXXX interest rate Automated dialer calls to my mobile even though never approved Automated dialer calls continue even after requests to remove Totally inaccurate information given on loss mitigation programs, repeatedly Repeatedly requesting borrower response package when none required Sending workout options after already contracted for trial modification Sending letters during trial and after that my mortgage was delinquent Phone calls on missing trial payments which were in their inbox each time After completing trial, told they were keeping my payments, and to start over I have provided a chronological timeline and all my notes made for each correspondence ( uploaded ). I am sorry it is so long, but this is over a year of communications and there is just so much that has gone wrong on XXXX side that I'm not even sure how to fit this all in XXXX complaint. It is only due to the fact I educated myself with the Fannie Mae flex modification guidelines that I even made it to the end, because multiple times I had to completely ignore what the Suntrust XXXX was telling me and ask to proceed because they themselves did not know how the processes work. In fact, I would say nearly XXXX XXXX of the communications were inaccurate or misleading. That is insane! CFPB- please REGULATE! Not only have I experienced financial harm as a result of Truist 's inability to follow the federal guidelines, but it has come at great emotional / mental health costs. 

Probably the worst thing that was done is Truist taking my trial payments, even after I had received XXXX funding and saying I must continue making them, overpaying my mortgage, then telling me there is no modification and they are simply going to keep the extra money and that they had a federal right to do so even though they could not point to any law or regulation saying they can. This was a theft of my property. I would have NEVER made extra principal payments being I'm under financial distress and eligible for a loan modification. Somehow XXXX XXXX XXXX having a borrower under distress, with a year of payments unpaid, to having all those payments covered, some principal paid down, and an extra month prepaid. Basically the loan went from high risk to prepaid and Truist didn't have to do anything but lie and deceive me to get to that point. If this permanent loan modification does not get processed, I would like to request criminal investigation as to how they were able to get me to pay more than I owed telling me it is to get the modification, then say there is no modification and they will use the extra cash how they see fit. That can not be the law and so far, no one at Truist has been able to tell me by what laws they accomplished this reduction of risk on their mortgage with me.

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