Consumer complaint received 2025-02-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: TRUIST FINANCIAL CORPORATION
State: NC

Complaint narrative:
My mother holds a mortgage with Trusit Bank XXXX. As of her passing XX/XX/XXXX, myself and siblings became the heirs to her estate. Our mother has had a trustee over her estate for all financial matters only and I was her legal guardian for health matters only as of XX/XX/XXXX until her death in XXXX of XXXX. 
Starting after our mothers death in XXXX XXXX and I paid the mortgage for the property in person every month without any issues. At the end of XX/XX/XXXX I went into the local Truist Bank located in XXXX NC XXXX to speak with someone regarding the property our mother had a mortgage through with this company. At the time I spoke with their a branch manager whom informed me that before they spoke to me about anything our mother 's account would need to be updated to be able to speak with me. I gave them our mothers death certificate, my birth certificate, as well as court documents showing the trustee 's information and mine. The branch manager at that time made copies of everything and said she would contact me if any other information was needed. I never heard back from her. 
On XX/XX/XXXX I went back into the local Truist Bank in XXXX NC XXXX to speak with someone, since all of my phone calls and voicemails over the several weeks had not been returned or answered. I spoke to a new branch manager who informed me that the last branch manager had not updated the account nor had they uploaded any of the information I had given the previous time. At the time of this conversation I explained to him the situation with the mortgage my mother had as well as giving him the same information I had provided in XX/XX/XXXX. I sent this to him in email and gave him originals he made copies of for the account update. He took all my information and told me he would be in contact it may take a few weeks to update in the system etc. 
XX/XX/XXXX I went back into the Trusit bank to speak with the branch manager, just to be told he no longer works there. And once again my information was not updated nor the account for Truist to be able to speak with myself or my siblings regarding the mortgage. 

XX/XX/XXXX Myself and my sibling had a meeting with the trustee XXXX XXXX in which we asked her what to do regarding the property. She told us she had spoken to Truist Bank and they should be able to speak with us. Our names are on the deed to the property etc. 
XXXX half a payment was made on the property. Resulting in Trusit sending the trustee back a check for {$500.00} stating they do not take the payment. Which is a part of the problem we are having, any statements regarding this mortgage or information about setting up a payment plan, or mortgage financial help is going to the trustee over the estate and by the time she ( the trustee ) receives this information and re-mails it out to myself or my siblings its well over 4 weeks or more later. In since we are receiving information weeks to months late. The mail is still going to the trustee because they haven't updated our mothers account to be able to speak with us. Even with the numerous emails, in person conversations ( XXXX different branch managers ), and phone calls. 
Myself and my sibling have been trying to pay the mortgage in total which is 4 months behind as of today XXXX XXXX. Just to be told they can not speak with us and they can not take our payment again. 
After getting the run around, I spoke with someone in the mortgage department over the phone via their XXXX banking number to request information of what I should do or a supervisor / director that can assist us with these issues. ( payment & account update ). When I spoke with the supervisor she informed me I needed to file out a survivors packet in order to be able to speak with myself or my siblings. I am still waiting on the packet in the mail. Which I am unsure of when it will be arriving via mail. 
My concern is we can not make a payment on this property which our mother had a high equity into this home before she passed. We have the money to bring it up to date. Since we do not want the home to be foreclosed on or etc. I do not understand why Truist Bank XXXX is unwilling to take our payments now and will not speak with us nor where the miscommunication is coming in. 
They have been taking out payments in person for over 6 months. Our names are on the deed to the home I have given them information time and time again. Just to be given the run around. 
Can and will provide documentation upon request to resolve these issues!

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