Consumer complaint received 2022-05-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: TRUIST FINANCIAL CORPORATION
State: VA

Complaint narrative:
In XX/XX/2021, I received a letter from Truist ( who had recently become my mortgage servicer after a refinance ) asking for insurance information on my condo. The letter said that if I did not purchase insurance, they would purchase insurance using my escrow money. I called the number for a rep at Truist- to tell the mortgage servicer that the condo association provides the homeowners insurance. ( I had a mortgage serviced by XXXX XXXX  and this issue never came up ). I was very clear that I DID NOT want Truist to purchase insurance on my behalf, since I am already paying the insurance as part of my condo fee. The XXXX representative asked for documentation. I called my condo association and they sent me a notice of cancellation for one policy, and a notice of the new policy information. As Truist directed, I faxed this information on XX/XX/XXXX. I did not receive a timely response. Next, I received a second notice from Truist telling me they were going to purchase ( sub par - their words ) insurance using money from my escrow account because they had not received information on the current policy. I told them that I faxed the information on XX/XX/XXXX. They told me that was the wrong information and I should have sent the Certificate of Insurance. So, I called my condo association management and they provided me with a certificate of insurance. I uploaded this to the portal the Truist representative gave me. A few days later I received an email that said " Thank you. This email is to inform you that we have reviewed the recently submitted document ( XXXX ) and are unable to proceed with updating the policy information. '' So I called and asked why they were unable to proceed and the customer service person on the phone said they did not have access to tell me why it was rejected. This happened three more times -- three times I uploaded the document and each time I got an email saying they could not proceed. I called again and this time the customer service person told me to send the document to SunTrust instead of Truist, which I did. Next I received in the mail an insurance policy. After that I received a notification that my mortgage payment was going up over XXXX dollars a month ( which is more than it was before my refi! ) and that they used my escrow to purchase insurance. I am very upset and feel helpless here - my condo association pays for the insurance so I am now paying double. I pay XXXX a month for condo fee, in a place with very few amenities ( so the insurance is a big part of my fee. ) And again- when I had my servicer through XXXX XXXX I had no problem- they never asked me for proof of insurance, because the condo association provided it to them. I even called my mortgage company to ask for help but my representative does not work there anymore. I hope you can help me. 

I also suggest the CFPB look at XXXX to see the many many complaints about Truist mortgage servicing.

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