Consumer complaint received 2024-07-10 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: TRUIST FINANCIAL CORPORATION
State: PA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sent : Wednesday, XX/XX/year> at XXXX XXXX  XXXX Subject : Re : Business account and loan statements She said nothing I can do Another person, trying to help and not able to get in touch with them, she is the branch manager XXXX XXXX I need a solution, the XXXX XXXX just e mailed me today and said nothing arrived, the branch staff all they need is to able to get in touch with them, Another way if XXXX can send it to them again and they may respond this time, But I need to have a solution I am a customer and I can not to be in this situation, the branch could not help or even the loan department which is none reachable they should have an email and I need their email, they told me that there is no email for the loan department for personal but this is strange we need to have some solution we need better communication somebody has to work on it may be should activate a higher level to work on this I can not be in a situation like this I am very frustrated On Tuesday, XX/XX/year> at XXXX XXXX  XXXX, XXXX, XXXX XXXX wrote : Good evening XXXX XXXX, XXXX XXXX the Branch Manager would be the point of contact for your Home Equity Line of Credit. Unfortunately, as we discussed previously XXXX would be the appropriate person to handle any Home Equity our department does not handle personal Home Equities. Thank you and have a lovely evening. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Advisor / Truist Office : XXXX XXXX BUSINESS CARE TEAM Our goal is to add value to your current relationship at Truist and the team approach gives you quicker access to a dedicated Team of Specialists to help with many of your servicing needs such as questions on your accounts, loans, fraud, research, etc. Please know that this team is comprised of several specialists and advisors available for fulfilling your service requests. 

Phone ( XXXX ) XXXX XXXX Treasury XXXX : XXXX opt XXXX XXXX If you experienced fraud, please contact our Fraud Team at XXXX as quickly as possible to create a fraud claim. 


-- -- -Original Message -- -- - From : XXXX XXXX XXXX Sent : Tuesday, XX/XX/year> XXXX XXXX  To : XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Business account and loan statements I did not get anywhere to release the mortgage on my equity. It is paid off fully and they sent any overpayment that I did which means they recognize that they got my information, but nothing was delivered to XXXX XXXX record department and the branch is here. They try to help tremendously, but their hands are tied because the very way of communication the lines are not picking up and I need help. This is really not really good service at all this way I need help. Try to facilitate if theres an email I need to use it for this lien department or loan department for personal I can do that but this need to be resolved as soon as possible. You have my email and my cell phone number is XXXX. 
Sent from my XXXX XXXX On XX/XX/year>, at XXXX, XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX I have escalated the loan statement issue and a Specialist will reach out to you to resolve the issue. Thank you and have a wonderful day. 
XXXX XXXX Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX / XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Our goal is to add value to your current relationship at Truist and the team approach gives you quicker access to a dedicated Team of Specialists to help with many of your servicing needs such as questions on your accounts, loans, fraud, research, etc. Please know that this team is comprised of several specialists and advisors available for fulfilling your service requests. 
XXXX XXXX Phone ( XXXX ) XXXX XXXX Digital Treasury Support : XXXX opt XXXX > XXXX XXXX XXXX If you experienced fraud, please contact our Fraud Team at XXXX as quickly as possible to create a fraud claim. 
XXXX XXXX XXXX -- -- -Original Message -- -- - > From : XXXX XXXX XXXXXXXX XXXX Sent : Sunday, XX/XX/year> XXXX XXXX  XXXX To : XXXX XXXX XXXX XXXX XXXX Subject : Busdiness account and loan statements > > Still I can not see them 0n line > Has to be resolved ASAP > > Sent from my XXXX XXXX XXXX > The information transmitted is intended solely for the individual or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of or taking action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this email in error please contact the sender and delete the material from any computer. 



The information transmitted is intended solely for the individual or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of or taking action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you have received this email in error please contact the sender and delete the material from any computer.

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