Consumer complaint received 2022-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: TRUIST FINANCIAL CORPORATION
State: GA

Complaint narrative:
In early XXXX we started the process of getting quotes for a cash out refinance on our house. We never really got started because that loan officer stopped responding. I believe I was told that she wasnt working there anymore. I called and sent multiple emails to Truist employees until I finally reached someone that was able to reassign to our application. On XX/XX/XXXX XXXX XXXX became our Loan Officer, and we started the refinance process of ( Mortgage # XXXX ) ( Loan Application Number : XXXX ). XXXX requested we fill multiple documents and provide multiple types of information. We provided everything XXXX requested. 

On XX/XX/XXXX we received the Loan Disclosures documents. On XX/XX/XXXX we signed the Loan Disclosures documents and accepted a locked in rate that expires on XX/XX/XXXX. The same day we signed we emailed XXXX to update him. We told him to please move forward with application and to let us know what the next steps were and if he needed anything else from us. XXXX didnt reply so we sent him another email on XX/XX/XXXX. XXXX never responded. I spent multiple hours on the phone and emailed pertinent email from truist that I saw online to have someone give us some answers. An employee provided me the email of XXXX supervisor, XXXX XXXX. On XX/XX/XXXX we emailed XXXX XXXX but he also never responded. 

On XX/XX/XXXX we found the email of XXXX XXXX, Vice President, Correspondent Lending. Non-Delegated Inside Sales Manager / Truist. XXXX provided us the contact of XXXX. On XX/XX/XXXXXXXX XXXX  send us and XXXX XXXX and XXXX stating he left us a VM. The VM said to call him, which we did, and left him a VM. On XX/XX/XXXX we replied XXXX email to us and said that its better to communicate via email since we were playing phone tag. XXXX replied to our email stating that he never received our tax returns so he had to withdraw application for being incomplete and we would need to start a new application with a new interest rate. But he never requested our tax returns. We provided all information he had requested. Including other tax documents and a signed document consenting them to use our tax returns. 
We emailed XXXX and XXXX stating that they should honor the signed Loan Disclosures documents and locked in rate since the oversight was not on our end. They never responded. We emailed them multiple times after that. We told them that we would inform the Consumer Financial Protection Bureau and Consumer Protection division GA. Also told them that we are willing to go to arbitration because there's too much money involved for us if we get a new rate. They never responded. 

We need help to have Truist honor the signed Loan Disclosures documents and locked in rate. 

( We have all documents and emails but they have sensitive information so please let us know directly which documents you would like )

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 non-monetary relief