Consumer complaint received 2023-06-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — 
Company: TRUIST FINANCIAL CORPORATION
State: FL

Complaint narrative:
Due to a combination of COVID/Employment related issues we were granted a forbearance on our Mortgage. When it came time to bring it current we did not have enough to make the complete catch-up payment. We were offered and accepted a mortgage loan modification to move the past-due part to the end of the loan and bring things current. After submitting the paperwork and making corrections we made our first and second payments on the new modification agreement. 

Payment # 1 - {$1500.00} - Paid by phone on XX/XX/XXXX Payment # 2 - {$1500.00} - Paid by phone on XX/XX/XXXX For both of the above payments I had to call in to make the payment as the website would not allow be to make a payment. When I called in I was informed that this would be resolved once they finished processing everything on their side and to just continue to call in with the agreed upon monthly payment until then. During both calls I asked specifically if there was anything else that they needed me to do or if there was any other paperwork they required of me and in both cases I was told no, they had all they needed from me and to just give them time. 

On XX/XX/XXXX I received a call from Truist informing me that my loan modification had been canceled and the prior payments had been applied to now incurred fees. They stated this was due to paperwork they were lacking from me. I immediately recounted the above and asked them to pull the recordings of prior calls to verify. I again offered to do any further paperwork they needed and was told it was too late and there was nothing that could be done except to start the process over again with a fresh packet requesting a modification. No one could explain why there was no prior notice on this missing paperwork nor why it was never mentioned when I was making payments and asking about it. At that time I asked to speak to a supervisor and was advised one would have to call me back. I also asked to file a complaint and was told a different person would call me back to address that. 

Truist finally reached back out to me on XX/XX/XXXX to ask when I would be catching up my now in default loan. I advised the representative of the last call and asked if she was the supervisor I was waiting to speak to. I was informed she was not. She was able to verify that the requests for the call backs were in the system but had not yet occurred. Again, no supervisor is available and only a supervisor from a specific department can address this issue so she requested an escalation for the call back and advised me to wait for them to call. 

Trust reached out again on XX/XX/XXXX and the situation was the same as above. They wanted to know when I would bring things current. I asked the representative to review the notes on the account and after she did she also confirmed she could see the requests for the supervisor call back and that none had occurred and again escalated the issue.

Trust again reached out on XX/XX/XXXX with the same situation again. Again after reviewing the notes and seeing that no callback had yet to occur advised me she would personally walk this to the right department and have someone call me back in XX/XX/XXXX after the holiday weekend. 

To this date I have not been able to speak with a supervisor in the right department to get this matter resolved. I am told that only these supervisors have the authority to review phone recordings and to reinstate agreements when errors occur. 

Given we are now at the start of the next moth I am in a difficult position. If I am to honor the agreed to mortgage modification I owe Truist an additional {$1500.00} today and am able and willing to pay it, but I have also been told by the phone reps that if I do make that payment it will just be accepted towards fees since it will not catch up the loan. As I have no way of knowing if Truist will make any of this right I am very hesitant to make the payment especially since they state it is now canceled.

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