Consumer complaint received 2026-03-04 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: TRUIST FINANCIAL CORPORATION
State: TX

Complaint narrative:
I am submitting this complaint regarding my FHA mortgage with Truist Mortgage. I have been attempting to resolve this situation since XX/XX/XXXX, and foreclosure has been confirmed paused.Over the past XXXX months, I have made numerous phone calls to Truist seeking resolution, yet no meaningful progress has been made. My initial hardship was due to unemployment. In XX/XX/XXXX, I informed Truist that my hardship had been resolved, that I was re-employed, and that I was ready to resume payments and be reviewed for home retention options. My clear and consistent intent has been to keep my home. Truist has informed me that before I can be considered for a Trial Payment Plan ( TPP ), I must obtain a new City of XXXX subordination agreement confirming continued second lien position. However, they refuse to provide projected modification figures ( including estimated unpaid principal balance and monthly payment ), which are required for the city to review subordination. I am being asked to initiate the subordination without any information to give the city. A City of XXXX representative has been on calls with Truist, confirming that projected terms are sufficient for review, yet Truist has not provided them. The City of XXXX lien is a down payment assistance loan provided in XX/XX/XXXX. It is a forgivable loan, decreasing annually and scheduled to be fully forgiven after 15 years. This lien must remain in second position behind the first mortgage. Additionally, Truist has sent two decision packages approving a short sale, despite my repeated statements that I intend to keep my home. Truist also sent a document stating that smaller loans from XXXX were coming back on my title, including amounts and recording dates. I have repeatedly explained to Truist that my home is a new build, and I did not move into the property until XX/XX/XXXX. I went to the City to obtain proof of the lien payoff statements and the actual owner of the property at the time the liens were recorded. Truist advised this documentation is not sufficient, without providing any reason for the rejection. Furthermore, my previous mortgage company was XXXX XXXX, and the current subordination agreement lists them in first lien position. The debt was sold to Truist one week after closing, and the subordination agreement had already been properly filed at that time. Despite this, Truist appears to be treating historical liens and ownership changes as a problem, without explanation. This creates a circular and unreasonable situation : The city requires projected modified principal balance and terms for subordination. Truist refuses to provide projected modification terms prior to trial completion. Truist will not offer the trial plan without completed subordination. Truist is approving a short sale against my stated intent to retain the property. Truist is relying on irrelevant historical liens and rejecting documentation without explanation. Property and lien information : Home value : ~ {$430000.00} City of XXXX lien ( down payment assistance, forgivable over 15 years ) : ~ {$45000.00} ( must remain second position ) Two FHA partial claims : ~ {$35000.00} I am asking the CFPB to review whether Truist is : Improperly withholding projected modification figures necessary for subordination review ; Creating an unreasonable procedural barrier to access an FHA loss mitigation option ; Failing to provide clear, actionable documentation required to move forward with the modification process ; Misrepresenting my intentions by approving a short sale against my stated intent to retain my home ; and Relying on irrelevant historical liens and refusing to provide any rationale for rejecting documentation proving they are not valid. I am requesting that Truist provide the projected modified unpaid principal balance and preliminary modification terms used in underwriting so that I may complete the required subordination request and proceed to trial plan review. Thank you for your assistance in this matter.

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