Consumer complaint received 2023-08-14 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — 
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
I am filing this complaint against XXXX XXXX, Assistant Vice President XXXX XXXX XXXX XXXX XXXX XXXX and the way her closing team handled my home closing in May- XX/XX/XXXX. My home closing was scheduled for XX/XX/XXXX ; however, XXXX 's underwriter, XXXX, and her closing team did not start underwriting my loan until 10 days before my closing date. 

I started working with XXXX to secure a mortgage in XX/XX/XXXX. I asked her if Truist worked with the North Carolina Housing Finance Agency first time home buyer program. After she told me yes we continued to move forward. XXXX advised me of the qualifications that included verification of my federal and state taxes, income, credit score, debts and whether I previously owned a home. I was pre approved three times ( XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ) by Truist Bank while work with XXXX XXXX before I found a home. It took 10 months to find a home working with my realtor. I made an offer that was accepted on XX/XX/XXXX. 

Ten days before my closing I was told that I had to pay off a tax debt that was in good standing. During this same conversation, XXXX advised me to quickly turn in the additional information that the bank wanted because she was going on vacation and would be gone during the week of my closing. XXXX 's callousness not to tell me or my realtor that she would be on a cruise during my closing was something that she could have and should have told us when we scheduled the closing so that we could have rescheduled it. 

Although Truist ordered the home inspection that I paid for ( {$680.00} ), home evaluation ( {$700.00} ) that I paid for, due diligence, earnest money, that I paid for, Truist did not begin the underwriting process until 10 days prior to my closing. In addition, I was pursuing a first time homebuyer grant with the North Carolina Housing Finance Agency which required a second level of review that required 14 - 21 days. However, XXXX XXXX and her closing team did not begin underwriting my home loan until 10 days prior to my closing date. 

I started working with XXXX XXXX in XX/XX/XXXX and was pre approved by her three times - XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. However, I was never fully approved. XXXX XXXX almost destroyed the financial future of me and my children. I am filing this complaint and sharing my experience and the deplorable conduct of her closing team so that other consumers are aware of her inept, unconscionable, disregarding conduct, intentional mental, emotional and financial abuse of me during my home closing. Their mishandling behavior and XXXX 's closing team 's dishonesty as a banker in the mortgage industry should be investigated. No one should be treated the way I was treated by a bank. What was done to me was intentional. To this day I do not know why, but I hope Truist bank, XXXX XXXX, XXXX XXXX, XXXX XXXX and the underwriter XXXX are all investigate for their behavior. I spoke with several lenders about the way my mortgage was handled and they ALL walked me through how it should have gone and the HUD, Fair Housing guidelines and bank regulation guidelines that should have been followed but were not. 

I want to correct and defend my reputation that XXXX intentionally tried to destroy by telling people that I did not disclose a debt. The debt in question was a tax debt that I owe the state of North Carolina. In XX/XX/XXXX XXXX advised me that because I was pursuing the NC HFA First Time Homebuyer grant my Federal and State taxes would be checked. I had not issue with this because I am tax compliant and had no problem with Truist pulling my State or Federal taxes. However, 10 days before the closing the underwriter, XXXX, and the disrespectful, rude, nasty XXXX XXXX ( processor ) told my realtor, not me, that I was not closing on my home XX/XX/XXXX. This devastated me, not just because I was not closing on a home I worked hard to obtain, but because NO ONE told me. 

I stopped working with Truist Bank and told them to cancel my mortgage application after missing my closing date on XX/XX/XXXX and the unrealistic, unattainable request they placed on my to pay off a debt 10 days before my closing date.

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